How to exclude comments from specific users to trigger SLA

[Juergen Krieger]

Is it possible to configure the SLA on the service desk to exclude comments from specific users / bots.

For example:
We have an automated system that checks the input of the customer and asks for additional information and/or provides solutions. But we do not want those comments to trigger the SLA. 

[Juergen Krieger · Accepted solution]

Answer is, you can't.