Hello,

Is there any way through business rules or incident template rule to change a request's status from Hold to Open if a new conversation item is received? I am considering having Technicians set a request to On Hold when they send a reply that requires a response from the requester. I would like the request's status to change to Open once the reply is received, that would be wonderful. If another trigger is required to make the status change from Hold to Open I would be interested in my option.

Is there a way to set this up?