I have some SR's that have been "awaiting Novell" for quite some time (and it seems neither the technician is getting the SLA alerts, nor are the managers--or they're just ignoring them).

10609776201 - awaiting Novell since April 23
10630781151 - awaiting Novell since June 17

Can someone check as to what's going on? I gave up on the first one and submitted an update to close the SR and they can't even do that right.