I have set up a Timer Action that checks the status of the ticket, and sends 3 reminders over the course of several days and then closes the ticket as no response from user.  That part for the most part works fine.  Here is where I need assistance.  I need a way to change the status of the ticket when the requester responds, all biet directly or via email response to the ticket.

I have it set that when the technician responds it sets the status to "Waiting on user response" automatically, but I cannot seem to get the opposite to happen.  I want it to set it back to "open" when the user responds to stop the condition on the notification timer.  I am a beginner (never touched it) with Deluge so I am trying to find a non-code way to address this if possible.

Quick update:  I have a Business Rule that uses the following:

However, this one never seems to run, and I cannot find anywhere in the program to trace errors or see what is going on.