Automatically update severity when status changed from Resolved in Redwood Helpdesk

Summary:

In Classic helpdesk we had groovyscript in place that would automatically update the severity of a case when the status was changed from Resolved to another open status.

After moving to Redwood Helpdesk, we found that this groovy script whilst it did work on saving a request, meant it couldn't update visibility for fields that are based on severity we wanted employees/agents to update.

Using action chains in Visual Builder we have been able to replicate the desired functionality for Employees, however when trying to implement an equivalent action chain for the Agents we are being presented with a blank screen.