Is there any possibility to have Service Desk Plus follow the rule described bellow?

- for every reply received from the requester, the request status should be automatically changed to a custom created status, with the exception of the Closed status

More exactly:

- we have defined some custom statuses to follow the internal request processing workflow: In progress, Waiting for..., On-Hold, etc

- when a ticket is starting the process, it is manually changed to status In progress by the assigned technician and subsequently through the next statuses

- when a solution is found, the status is changed to Resolved and after the requester confirms, the ticket is manually closed

- what we need is to have Service Desk Plus automatically change the status from anything but Closed to In progress every time a new reply is received from requester. The Closed status is presently being kept since we have disabled the auto-close function.

Anybody can help to achieve this kind of workflow? Thank you in advance.

Marian Vulpe

Nspyre