We recently started using the RLC functions and we are noticing a small issue in our SLAs and timers.  We have a "Need More Info" status, the timer stops while we wait for a reply from the requester.  We have also been using colors to assist with knowing what we are supposed to be working on.  If the requester replies and the color & status stay the same, the support team is missing that they are supposed to start working on it again. I know there is a red envelope but that is not catching their attention enough. I need the requester reply to automatically change the status of the request back to "In Progress".  Is there any way to have the system do this? A script or business rule that won't break the RLC?