Automation auto comment treating comment as is from customer which starts our "Respond to Customer" SLA.
Need the automation user to be treated as a Service Desk Tech.
Tried blocking SLA, Adding as Admin and adding to our team AD group.
@Ian Johnsen, i'm a bit confused by what you are trying to do. There seems to be two parts here? First you want to create an automation rule that spoofs the customer (reporter?) and adds a comment. The second part is that you want this comment to start the "Respond to Customer" SLA timer. Do I have this correct? Unsure what a 'customer comment' would equate to starting the SLA timer.
I am assuming that you don't simply want to use 'issue created' as the starting point for the SLA? If so can you elaborate as to when the automation rule would run, placing the comment into the issue?
Maybe i'm off base on what you wish to accomplish here. If so please point me in the correct direction.
Hi @Jack Brickey,
The case is we have a Helpdesk Bot that is adding a comment once a ticket in at a point where the user needs to close the ticket.
When the Automation triggers and adds a comment it is restarting an SLA for responding to a customer.
So it seems that Service Desk is seeing our Helpdesk Bot as a service desk user even though it is listed as a service desk agent.
ah ok. i think i'm understanding better. That said, i'm trying to establish a well formed answer for you.
I'm thinking what we need to do here, if possible, is to amend the SLA in a manner that excludes the bot. Can we have a look at your SLA? BTW, server or cloud?
Basically, Service Desk is treating "IT Helpdesk user" as a customer. Possible to make a Service Desk Team member or block this user from SLA (preferred)? Tried adding this user to our Service Desk AD Group and Adding as "Administrator" and "Service Desk Team" under "Users and Roles"
that is it for sure. your SLA is kicking in at comment by customer and stopping at comment for customer. If you want them to see that comment AND continue the timer then you will need to try to add a qualifier to the SLA.
if the issue is closed please accept the answer above.
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