Add communication-trick for SLA notes

admin-console.rst

@@ -68,6 +68,7 @@ Here's a topic list for quick jumping and better overview.
    console/hidden-settings
    console/working-on-users
    console/working-on-tickets
+   console/working-on-ticket-articles
    console/working-on-groups
    console/other-usefull-commands
    console/dangerzone-for-experts

console/working-on-ticket-articles.rst

@@ -0,0 +1,18 @@
+Working with ticket articles
+****************************
+
+.. Note:: Please note that this is not a full command list, if you're missing commands, feel free to ask over at the `Community <https://community.zammad.org>`_.
+
+Change notes to communication articles for SLA calculation
+----------------------------------------------------------
+
+In some cases you might want to count note articles to your `service level agreements <https://admin-docs.zammad.org/en/latest/manage-slas.html>`_. 
+By default, Zammad ignores notes with SLA activated. You might also want to ensure that public notes will be sent to the customer by a `Trigger <https://admin-docs.zammad.org/en/latest/manage-trigger.html>`_, because Zammad does not check for this!
+
+.. Note:: The command below will only affect public notes, Zammad will still ignore private notes for SLA calculation!
+
+::
+
+  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
+