Is it possible to use tags to trigger SLAs?

Dalwyn
Tera Contributor

‎03-09-2023 08:45 AM

I am able to trigger SLAs for incidents based on "Assigned to", but when I add a Tag as a condition the SLA fails to start.  Is it possible to use a Tag as a trigger for an SLA?

I can see the Tag is on the incident record, and I can see it on reports I created.  I don't know why the tag isn't triggering the SLA.

Thank you

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Allen Andreas
Administrator
Administrator

‎03-09-2023 08:57 AM - edited ‎03-09-2023 08:57 AM

Hi,

Tags don't work (for condition builder) for that table due to it being a database view. Please refer to documentation for further reference: https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0751584 


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Dalwyn
Tera Contributor
In response to Allen Andreas

‎03-09-2023 01:13 PM - edited ‎03-09-2023 01:14 PM

Thank you for your response Allen.   

Dalwyn_0-1678396354163.png

So, because the SLA Definition screen joins multiple tables it's considered a Database View and therefore, Tags will not be recognized as a filter condition? Is that correct?

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