Problem Definition

When a Customer adds an Agent to their request as a participant, that agent is subsequently treated as a Customer for the purposes of triggering SLAs with events like "Comment: for customer"

Suggested Solution

Implement a way to restrict Customer's abilities to add Agents as Request Participants, or, treat Customer-added Agents differently in some other way to avoid this problem.

Workaround

Ask Agents to manually remove themselves from being a Request Participant before acting further in order to have their events be fired/processed as intended.