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Hi Team/Community - I have a generic question around public notes counting toward the clearing of response SLAs? However, relating to this I have a specific use case and I am open to thoughts and suggestions with regards to a workaround or resolution.

 

  1.  Firsly, as mentioned I have a query around public notes posted within tickets and if they meet the criteria to meet the first response SLA. It was always my understaing this was the case, however I have been working on some specific usecase automations recently and feedback is showing that where I have a public not posted as part of a workflow upon said ticket being created - the public note does not clear the First response SLA. Please see my screenshot for reference.

 

For context, the ticket is created from a external platform (PagerDuty in this instance), and based on some of the base ticket conditions, a workflow then triggers to complete some actions, including that of the public note. This ticket will then resolve based on the INC also closing in PagerDuty and is this is all completed via various workflows/automation.

 

The issue is that currently due to the public note not clearing the First response SLA, when the ticket resolves, it resolves with no SLA in place for First response.

 

  1. Has anyone experienced anything along these lines and what have you done to workround/resolve?

 

Thanks in advance.

Anyone have any thoughts to share on this one?

I’m looking to close this piece of works off and would be eager to hear thoughts/views.

I’m guessing it’s because it’s a public note made by the System, and not an actual agent. Maybe a Conversation API call to create a reply/public note as an agent will fix this?

I’m guessing it’s because it’s a public note made by the System, and not an actual agent. Maybe a Conversation API call to create a reply/public note as an agent will fix this?

I’ll test this and feed back.

I’m guessing it’s because it’s a public note made by the System, and not an actual agent. Maybe a Conversation API call to create a reply/public note as an agent will fix this?

it took some time to run through some additional testing scenarios, however this has now resolved. by using a http api call to post a public note, this has now sucesfully cleared the response SLA.

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