The auto-prompting process that has been added to the Awaiting User Info State for Incidents has been running for a few weeks now and it seems to be working as intended.
However, there appears to be a little confusion about what action automatically causes the State to revert to In Progress. For tickets that have a member of the University as the user, any note added to the ticket by the specified user will cause the ticket to be taken off hold, and notes added by anyone else (including those named in the Watch List) will leave the ticket on hold.
This is by design but of course it may be that someone else adds a note to provide the requested information and the ticket stays on hold. Regardless of the ticket’s State though, the person who is dealing with the ticket (that is, the Assignee) will get a notification of the added note and should act on it as necessary. Furthermore, the user should still respond to the request (if only to say that another person has provided the information) as the ticket may get resolved due to the auto-prompting process.
The process also works when the user is given as Guest and there are one or more email addresses in the Watch List; in this case, the correspondence is with all of those addresses and only a response from one of them will take the ticket off hold. Of course, if the user is Guest and there is no address in the Watch List then the Awaiting User Info State is meaningless and the process should not be used.
Lastly, it should be noted that the State must only be set to Awaiting User Info when the ticket is open and not when viewing a list of tickets as the auto-prompt process cannot be triggered in this case.