Does anyone know of an automatic way to change the state of a request when someone replies? We want to start implementing SLA's, but if they're going to be used as a measure of productivity/responsiveness, we need to be able to stop the SLA timer when a technician replies to the ticket, and start back up when the requester updates it. 

Otherwise, there can be the scenario where a technician replies to the ticket and the requester does not update the ticket for multiple days. Our low priority SLA is to resolve the issue within 5 business days, and if the user does not reply with the required information within five days, the technician will have a ticket in violation of SLA which will just be seen as a demerit on the technician unless the manager digs down to see the user didn't reply till 5 days after the technician took the ticket.

I've checked the Business Rules, but there doesn't seem to be anything to account for this scenario.