HRHD - Ability to automatically change the Status from In Progress to Waiting and vice versa.

Summary:

Is this automation possible in HR Hep Desk? (i) Ability to automatically change the status from 'In Progress' to 'Waiting' when Agent messages via Oracle application to get more details from Employee, and (ii) Ability to change the Status from 'Waiting' to 'In Progress' when Employee provides any response back to the Agent? This is our client's requirement and they are looking for ways to automate this instead of performing this task manually? Any lead on this would be much appreciated.

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