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How to exclude comments from specific users to trigger SLA

Juergen Krieger
Juergen Krieger
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August 20, 2015

Is it possible to configure the SLA on the service desk to exclude comments from specific users / bots.

 

For example:
We have an automated system that checks the input of the customer and asks for additional information and/or provides solutions. But we do not want those comments to trigger the SLA. 

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Juergen Krieger
Juergen Krieger
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March 22, 2016

Answer is, you can't.

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