Is it possible to set a date where a case "on hold" should be set status "open" again? E.g. waiting for customer reply, set "on hold" for a week, awaiting response.

 

On response the case is reopened, but otherwise on due date, technician can send a reminder and/or close the case.

 

Or is it optionally possible to create a view showing e.g. "cases on hold for a week or more"