Hi,
  I can someone please explain whether it's possible to automatically change the status of a request when a response comes in from a contact?

  At present our requests are put on hold whilst we are awaiting a contact response so that the SLA levels aren't breeched.  Currently there is a requirement from our Support Reps to manually monitor for responses to requests awaiting response in order to change the status from on hold to open again so that the SLA counter continues.  I would like to remove this manual step as there have been more than one occasion of Support Reps being away from their desks, away from the office or busy with live issues which has prevented them from updating the request status to restart the SLA timer.  This invariably leads to a state where requests are still on hold supposedly 'awaiting customer response' when actually there's been a response and the SLA timer should have been restarted.

  I've had a look in Business Rules but as far as I can see they only appear to relate to new requests coming in rather than responses to existing requests.  Is there a way of triggering rules based on existing requests and their status'?

Thanks in advance,
  Andy