08-28-2024 04:09 AM - edited 08-28-2024 04:12 AM
How to pause SLA if Keywords matches.
Like if incident comments or work notes contains "Test123" SLA needs to be stopped.
08-28-2024 04:57 AM
Hi @shatakshi10 ,
There is not OOB condition for Worknotes or Comments
you can refer here: https://www.servicenow.com/community/itsm-forum/stop-sla-when-additional-comment-entered/td-p/699931
or you can change the state/other fields on the record when these type of comments are entered so that you can check that condition ex: chaging state
