Additional comments are duplicating in sc_req_item (Request Item)

[JonasJ]

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 · Accepted solution]

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.

[JonasJ]

Hi,

Thank you for the info!

I will check when the update is done on our production and mark as Accepted Solution if it fixed the issue.

[Chris Cardenas]

Here is an example of the behavior in our instance.

The Agent posted a comment (incident table) at 09:38:43 AM and we can see two duplicate comments post the following second.

In History - There is no Type associated and Update Number is 0

As Jonas mentioned we are not able to reproduce this in testing and after taking a preliminary look at our business rules and flow I cant see anything immediately that would cause this behavior such as improper use of current.update()

We have also experienced a duplicate entry in a Requested Item when Requesting Approval. the Approval history shows two entries for Requesting to Approve the Task.

We are on Washington DC Patch 7a as mentioned.

[JonasJ]

Hi Chris, that is the exact same issue we have. Maybe it could be with the new Chrome patch as it also broke Highlighting text in tickets for us but it was later than DC patch 7a I believe.