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

[Rob]

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? 

[Jack Brickey · Accepted solution]

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]

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 Brickey 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.

[Rob]

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

[Rob]

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