Additional comments are duplicating in sc_req_item (Request Item)

JonasJ · ‎11-21-2024

Hi All,

First post!

So I have been sent quite a few tickets from my colleagues that the additional comments on tickets are duplicating.

At first it was an issue with our colleagues comments duplicating and now they are duplicating when a client responds from the Service Portal. I have checked the business rules and none of them have current.update or insert in the code.

Maybe that the Update checkbox is checked is the issue? Or could it be from Inbound Email Actions because two of them have current update and insert in the code. And the other thing is that it does not duplicate in the Development enviroment when I try to replecate or force this issue myself. Also going back to when my colleagues comments where duplicating after a few days those duplicates messages would dissapear.

More info:

They are posted at the exact same time at the exact same second.

Nothing in the App logs, Email logs.

Happens rarely, I get maybe one to two tickets a week.

Most duplications that where made is 4 for one message

Version is Washington DC patch 7a

I have no clue at this point what is going on.

Thank you!

BV-Essex · ‎11-22-2024

fyi there is a PRB for this

INVESTIGATION SUMMARY:
=======================

● I found that your issue is related to an existing Problem PRB1806563 at our side( Customers who upgraded to Washington P7, P8 are facing this issue) . Please note that you can now view the status of the Problems associated to your Cases by navigating to: Self Service -- Problems.

● The issue originates in the Java layer, so a code change will be required to fix it permanently. However, as a workaround, the corresponding history set can be deleted. Reloading the form for the incident (or any other record where duplication was occurring) will resolve the issue.

● 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, try it on subprod first:

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.

NEXT STEPS:
============
Now I am going to mark this Case to Pending Problem state. Your Case will remain open and will update you when the fix is available.

View solution in original post

Ankur Bawiskar · ‎11-21-2024

@JonasJ

was this working fine earlier?

any flow configured which is again copying the comments?

Is it happening when somebody manually updates the comments from front end?

Regards,
Ankur
✨ Certified Technical Architect || ✨ 9x ServiceNow MVP || ✨ ServiceNow Community Leader

JonasJ · ‎11-21-2024

Hi Ankur, Yes everything was functional before and we did not push any updates to production.

I did check the flows but did not see that any of them should duplicate the comments.

With manually updates what do you mean exactly? The customer respond from the Portal.

BV-Essex · ‎11-21-2024

We also just had this reported from our Service Desk team showing up as dups/triplicate stamps in the activity stream. This came up after our last Sunday 11/17/2024 patch to Washington DC Patch 7a.

JonasJ · ‎11-21-2024

Did anything show up in the logs?