Current State:

Current SLA functionality treats any comment from a request participant as a "comment by customer," even if it's internal comment, it starts the SLA as per the conidtios but the reverse logic doesn't apply equally for SLA pausing or stopping the SLA

Proposed Future State:

In the SLA configurations, we can include more specific conditions like "comment by customer (external only)" or "comment for customer (external & internal)." I