I'm having an issue with the Service Desk that they mark incidents as waiting for resolution and not waiting for customer when they have reached out. They then don't check for replied to incidents that then just get pushed aside.
Is it possible to create a rule somewhere that says when incoming email is true, change status to Active?
I found we have a workflow called Incoming Email, that invokes a workflow called Incoming Email Update. This changes the flag to True, which then puts a green bar on the Incident.
I would assume.. I can make the status change here?