Prevent SLAs from triggering when comment is added on closed requests

Summary

Some SLAs are designed to trigger when a customer replies, ensuring agents respond within a specified time frame. However, once a request is closed, these SLAs should not be re-triggered.

Solution

Replicating the behavior

1. In a service project, create a new SLA.

2. Configure any goals.

3. In the conditions:

   • “Start counting time when…“: Add “Comment: For Customers”.

   • “Finish counting time when...”: Add “Entered Status: Closed”.

Block comments from being added to a request once it is transitioned to a closed status

Follow the steps provided in the following documentation:

• Scenario 3: Restrict all users from adding a comment at a particular transition:

This should prevent the SLA from being triggered after it has been closed if it requires the “Comment: For Customers” condition to stay.