Hello,
I need to set up Follow Up for tickets answered
I need to define a Status "Negotiating or Waiting Customer Answer" for tickets answered

The desired behavour is that

1) All tickets answered change the Status to Negotiating (Or Waiting Customer Answer)
2) Set Up a follow up to xxx time (1,2 weeks, , etc) where the tickets return to OPEN status, (if theres no answer from the customer in the middle)
3) On every answer of customer the ticket change Status to OPEN ( I guess that this works on this way)

Problems i´ve found

A) I´ve read something about emulate this follow up procedure needed with SLA times, Defining new SLA times. And
I can define SLA 1 week, , SLA 2 weeks, etc.. but i cant get that after this time the tickets answered return to Open Status, if theres NO answer from customer in the middle.

B) I can define and add new Ticket Status but they will always be based on "Open, Closed, Archived or Deleted" states.
If you name a new Status like Negotiating based on the following "State of a ticket" possibilities:
Open: They are shown in the Open view and they are mixed with other tickets still not answered.
Close: They are closed and the behaivour is similar to described before
Archived or Deleted: I cant set this option to a ticket. I mean if i define a new status based on those states, when
you receive a new ticket (Open) and want to change the Status , this not appears in the possible ones. So really
dont know in which case is usefull to define a new status based on those modes if you cant assign it into a ticket.

After all, It´s true that i could filter those tickets at "Advanced Search" filtering by ticket Status, But could be another way to set a direct view of this new Status tickets defined ?

I hope I have been clear in my exposition , thanks in advance for your kindly support

Regards
Gerardo