SLA Needs to Stop if Keyword matches

shatakshi10
Tera Contributor

‎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.

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Hemanth M1
Giga Sage
Giga Sage

‎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

 

 

Accept and hit Helpful if it helps.

Thank you,
Hemanth
Certified Technical Architect (CTA), ServiceNow MVP 2024, 2025
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