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Reopen if Email Received


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Looking for a hand setting a request to change status if an email is received. The plan is to set the status to resolved and then if an email is received to the SR to reopen it and notify the owner but cannot seem to do this. I have tried using both suspend wait for status change and wait for request update and setting the Goto If for reopened to Hornbill Automations->Get Request Information->Status contains ( open ) OR Hornbill Automations->Wait for Request Update->outcome == success to include if the agent or customer reopens it on the portal but nothing seems to work.



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