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Hidden notes don't change last updated alert levels

We usually set alert levels based on last updated because we want to ensure that our techs are communicating with clients in a timely manner, even if it's just to say they are still working on the issue. Our primary SLA is based on first update.

It is hard to manage our SLA's in WHD when simply assigning a tech or adding a hidden note counts as an update even though nothing was actually done or communicated to the client.

We try to use hidden notes so managers can ask questions of techs and to provide some guidance. This is not that practical however when adding a note resets the SLA timer for techs to respond to clients.

I would prefer to have hidden notes and tech assignments not count as an update on the Last Updated timer. Maybe this could be a setting, something like "only client visible updates reset timer"