Critical incidents automatically updated by system

[kivishapiro]

Hi there,

When we give an Incident the priority of "Critical", it gets repeatedly updated by the user "system", as recorded in the "Updated" and "Updated By" fields, but no actual changes are made. This happens several times a day, and prevents us from being able to sort incidents effectively by the "Updated By" field. How can we stop this from happening please?

Kivi

[Pradeep Sharma]

Hello Kivi,

This generally happens if you have a custom script updating the records via workflow or schedule jobs

[Shiva Thomas]

Hi Kivi,

I was confused at first because you used the Customer Service Management category, and CSM uses records of type Case that have no Priority field.

For Incidents, I could not reproduce this in a Jakarta sandbox.

It could be that you have a custom Workflow defined for critical incidents.

I recommend that you check for Business Rules on the Incident table that are run "Async", as those are executed as System. Out of the box there is none.

[Pradeep Sharma]

Hello Kivi,

Is your issue resolved now?

[kivishapiro · Accepted solution]

Hi all,

I found the answer at https://community.servicenow.com/message/1254528: "In the task history, inactivity monitors against a specific task show as updated by 'System.' This can be confusing when reviewing the task history."

My team has confirmed that we do have an inactivity monitor in place that runs every two hours for critical incidents. I'll follow up with them.

Appreciate your help,

Kivi