Why adding tag to incident form using label_entry table not showing the same when add manually?

[Muhammad Qamar]

Hi,

My customer is wanted to add the tag to the incident using API by using label_entry table. After i testing it using REST API Explorer, the tag been able to tag, but it not showing in the incident form the same when i am manually add the tag into the form. Do you know why it happen? 

I am able to fill several field for the label_entry table but two fields (Table and Table Key) still showing empty even though I have set it earlier. I found out that there is ACL been created for this two field. Only user that have Maint role can add the field. Why this two fields having these ACL? Is this ACL the reason why the tag that I add using API not showing to the incident form?

Can anyone help on this?

[Maik Skoddow]

Hi @Muhammad Qamar  

This is a well-documented behavior in the ServiceNow community. Multiple users have reported that without the maint role, the fields remain empty, and the tag association does not function as intended. 

The maint role requirement on these fields is likely a security measure to prevent unauthorized or automated mass tagging, which could have system-wide effects or be used maliciously. By restricting write access, ServiceNow ensures that only trusted users or integrations can programmatically associate tags with records at the database level.

You can create a custom write ACL on the label_entry table for these fields, allowing a more restricted role to perform this action. There is no supported alternative method to add tags via API without addressing the ACL restrictions, as the tagging mechanism is tightly coupled to the label_entry table and these fields.

Maik

[Muhammad Qamar]

Thank you Maik for the response. If i created a separate Write ACL with different roles in it, will it able to solve the issue? Or do I still need to make sure the API user need to have the Maint role also for it to be able to add the tag by using the label_entry table?