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12-03-2024 02:11 PM
Occasionally, we see duplicate work notes or comments displayed in the activity log of a case. However, there is one user account that never sees duplicate. Can anyone think of a reason why a particular ITIL user account would not see duplicate entries but others see duplicates?
This is so bizarre. It's unclear why we are seeing duplicates and not all cases exhibit this behavior. But how is it just 1 account, cannot see these duplicates. This is just a regular ITIL user account.
Any ideas?
Solved! Go to Solution.
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12-10-2024 03:35 AM
The former issue I was thinking of dealt with extra blank lines inserted in work notes, and was resolved by upgrading to WDC patch 7A.
KB1706740 Duplicate comments and work notes are observed in the Activity stream
may be relevant. The fix for this is in WDC patch 9 and X patch 4.
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12-16-2024 11:20 AM
Thanks Brad.
I ended up opening a case with ServiceNow and this is the response back for the benefit of anyone else that comes across this issue:
Most Probable Cause:
I found that your issue is related to an existing Problem PRB1806563 at our side.
Solution Proposed:
● PRB1806563 has been fixed and the fix will be provided in "Washington DC Patch 9" and "Xanadu Patch 4".
● Both patches are expected to be released in the first week of December. Please note that that date can be changed.
● Alternatively, you can apply the following workaround to resolve the duplication issue:
1. The customer can create the property
"glide.history_set.pull_journal_entries_from_journal_table"
and set it to true.
2. Delete the corresponding history set from sys_history_set table for the affected record.
3. Reload the record form and the duplication should be resolved.
● Please note that the duplication can happen intermittently even if the property is enabled (this is the issue we are trying to address with PRB1806563 ). Still, it will also be resolved by following steps 2 and 3 from the process as mentioned earlier.
You can find more details in the below KE Article:
https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB1706740
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12-04-2024 04:35 AM
I saw a somewhat recent issue here with duplicated work notes that turned out to be the release/patch/hotfix they were on as it cleared after patching. What version is your instance? Have you checked the sys_journal_field table and History on this record to see if the replicated work note exists in either place?
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12-09-2024 02:36 PM
Thanks Brad for the response.
I don't see duplicates in sys_journal_field. sys_history_set and sys_history_line don't show any entries for this particular case. I also don't see any duplicates in sys_audit either.
It could be an issue with the views possibly? Not really sure.
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12-09-2024 07:14 PM
Forgot to add my instance version:
Build name: Washingtondc
Build date: 10-06-2024_0822
Build tag: glide-washingtondc-12-20-2023__patch7a-09-23-2024
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12-10-2024 03:35 AM
The former issue I was thinking of dealt with extra blank lines inserted in work notes, and was resolved by upgrading to WDC patch 7A.
KB1706740 Duplicate comments and work notes are observed in the Activity stream
may be relevant. The fix for this is in WDC patch 9 and X patch 4.
