Double documents getting uploaded after submitting a case

Akshay Jugran
Tera Expert

‎12-12-2023 10:10 PM

Hi all,

When I am submitting a case with attachments in it from a catalog those attachments are getting updated twice.

can anyone guide me with this. 

Thanks.

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Ratnakar7
Mega Sage
Mega Sage

‎12-28-2023 04:29 AM

Hi @Akshay Jugran ,

 

When dealing with the issue of double attachments being uploaded after submitting a case in ServiceNow, you might want to consider the following:

  1. Client Scripts or Business Rules: Check if there are any client scripts or business rules associated with the case submission process. Sometimes, scripts might unintentionally trigger the attachment creation process more than once.

  2. Catalog Item Scripting: If you are using a catalog item for case submission, inspect the scripting associated with the catalog item. Make sure that there isn't any logic causing the attachment to be added twice.

  3. Debugging and Logging: Implement debug logs or use ServiceNow's built-in debugging tools to trace the flow of the submission process. This can help you identify the exact point where the double attachment creation occurs.

  4. Script Include or Business Rule on the 'Attachment' Table: Examine any script includes or business rules on the 'Attachment' table. These could be triggered upon the creation of an attachment and might be causing the duplication.

  5. Attachments on the Form: If you have attachments on the form (e.g., a multi-row variable set with attachments), ensure that the form is not duplicating these attachments upon submission.

  6. Catalog Item Cleanup Scripts: Check for any cleanup scripts that might be running after the case is submitted. Sometimes, a cleanup script can unintentionally trigger additional processes.

 

Thanks,

Ratnakar

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