Normally, notes </basics/service-ticket/follow-up.html#adding-new-messages-notes> don't count toward service-level agreements </manage/slas/index.html>. Use the following command to include publicly-visible notes when tracking SLA compliance. (Internal notes will never affect SLA calculations.)
Note
By default, customers are not notified when public notes are added to a ticket. Set up a trigger </manage/trigger.html> if you wish to change this behavior.
Warning
Changing this setting will disable the option to delete public notes.
>> Ticket::Article::Type.find_by(name:'note').update!(communication: true) # Enable SLA to count notes as communication
>> Ticket::Article::Type.find_by(name:'note').update!(communication: false) # Enable SLA to ignore notes as communication