Hi all,

I would like to create an automation that's triggered when an email is sent and received.

I've tried using Notification Rules but it only gives errors:

What I'm trying to implement:

1. When a user sends a reply to a request:
There's a standard function to automatically reopen the request with the status "Open".

Can we change this to "In Progress" instead of the default "Open"?

2. When a technician sends a reply in a request:

After sending an email, the request should be automatically set to "On hold" and reopened after 5 working days. 

This sadly also didn't work in my tests:

3. Timer action: when setting a request to "On hold" manually, the technician has the option to set for how long.

If the automations in the above Notification Rules are correctly set, would one override the other's timer? If yes, which one would take priority?

For example, after replying, the request is automatically paused for 5 days via Notification Rules.

Then with the timer icon next to the status:

the technician set a timer again to reopen the request in 2 weeks. 

Would the manually set timer replaces the timer set by Notification Rules?

Thank you very much!

Best regards,

Adam