When we add an incident, it goes into a workflow step called 'Logged'. We would like to be able to run an external process to check if the customer who logged the incident hasn't exceeded their credit limit. If they have, then the workflow step should be set to 'Credit Hold'. Is this going to be possible? I was thinking that the external ...

I'm looking to find a way where we can automatically re-open a closed incident when an email message is added.  Right now we will still get the email notification informing the assigned user that an email has been added, but it would be nice not to have to remove the filter, find the closed incident and then change the workflow to ...