Very insightful, and I am glad you mentioned Inbound Actions. I also like the idea of going with a Business Rule rather than a Scheduled Job. I'm glad I asked before I started scripting! I will begin my business rule and hopefully achieve the result ...

Trevor, I would first like to say thank you for all the information you have provided. I do have a question regarding reopening a case/incident. As an example:>User selects the frowning face within survey>Instance gets created in [asmt_metric]>daily ...