I have an Incident SLA setup that triggers when the Incident is placed into a status of Waiting on Customer with one of the 'stop' criteria as comment by customer. However if one of the service desk agents puts a comment update into the ticket prior to the actual customer providing an update this action marks the SLA as met? Does anyone know how to prevent agent updates being seen as a 'comment by customer?
We run into this issue when an agent is also listed as a participant, that could be one thing to check.
Another thing to check would be to see if the agents are listed in the service desk customer group. (spitballing here)
Hi Meg thank you for the swift response. Within each customer project my agents within an incident are recorded as both the reporter and the assignee within the incident ticket but are not included a participant. Within the project users they are setup using the project role of project administrators and not assigned the role of Service Desk Customers?
Are you able to attach a snip of your SLA rule?
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