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can you create an automation rule that will pause SLA clock when a public comment is made by Agent

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? 

Waiting for customer.PNG

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Jack Community Leader Mar 17, 2021

Hi Rob, there is a rule in the Library already that might be good for what you want or adjust to meet your needs. See below


Dirk Ronsmans Community Leader Mar 17, 2021

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

  • The rule @Jack mentions will indeed transition the issue to another Status.
  • This status will then need to be included in your PAUSE conditions of the SLA


So it's a bit 2-fold. Automation to transition an issue and an update to your SLA conditions to pause it.

Dirk...understood. the "waiting on customer" is a state that pauses SLA until the customer responds per my SLA rules

Thanks Jack...I will give a go...and let you know;0)

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