Tags in Incident Record

[rah dev]

Hi ServiceNow Community,

I am facing an ITSM-based requirement and need help.

Requirement:

Whenever any change is made to an Incident record from the list view, the system should automatically create a new Problem record.

Along with this, all tags that exist on the Incident record must also be copied to the new Problem record.

Current Situation:

To implement this, I created an After Business Rule on the Incident table, but it is not working properly.

• When I update the Incident from form view, sometimes it works.

• But when I update the Incident from list view, the Problem record is not created, and tags are also not copied.

What I Need Help With:

I want to clearly understand:

1. How to correctly detect list view updates in a Business Rule.

2. How to reliably create a Problem record when an Incident is updated.

3. How to copy Incident tags to the newly created Problem record.

4. How to make sure that even future updates from list view also create Problem records and sync tags properly.

If anyone has done something similar before, please share the best practice approach or sample script.

Any guidance will be really helpful.

Thanks in advance!

[Ankur Bawiskar]

@rah dev 

Business rule can't check if update runs from form or list
on every update why you want to create problem?

To create new tags, 1st create entry into label table and then into label_entry for that PRB

create record into label and label_entry

Scripted Tags 

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