We would like to have the ability to change automatically the status of a SR when a new email is received from the customer. The idea would be:

Having an option in the Admin tab where we could define to have the SR changed to a customized status, for example: If the SR is in a user created status like "Awaiting Customer", if a new email is received from the customer  and added as an activity to the SR, be able to automatically change the status of the call as "Awaiting Engineer" or "Awaiting Development" (all those user defined status in Admin tab - HelpDesk Settings - Status) after the information is added to the SR.

Thanks in advance,

Roberto.