I would like to create a rule that if a agent comments to the customer, it is public (not internal) that it transitions to "waiting for customer" which will pause the SLA clock until a reply. I have created the rule below and it works but is also triggered when internal comments are created ....any way to ensure it is only triggered if the comments are public?
It will indeed not be a direct result of your rule that the SLA is paused. The pausing of the SLA is based on a Pause condition
So it's a bit 2-fold. Automation to transition an issue and an update to your SLA conditions to pause it.
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