Flow comment added twice to ticket

[M_iA]

I have a flow that triggers when a case is put on hold. This flow is designed to auto chase the contact for the information required and then resolves if we dont hold back. This flow chases 3 times.

However, it appears to duplicate the comment and I am not sure why. Looking at the audit, it has an update number of 0:

Would anyone know why this could be?

[Mark Manders · Accepted solution]

Can you check the flow executions? There is a slight time difference, so it almost looks like the flow is triggered twice (perhaps on the update of the comments itself).

[Mark Manders · Accepted solution]

Can you check the flow executions? There is a slight time difference, so it almost looks like the flow is triggered twice (perhaps on the update of the comments itself).

[M_iA · Accepted solution]

@Mark MandersThanks, this helped me find the issue. The Flow was being run by system. However, another flow was being triggered which checks who updated the comments and if not assigned to / system user, it sets a "needs attention" flag. Somehow, the system user was not being read correctly in the flow action and it was flagging as needing attention. This has caused the duplication as turning off the flow, stopped the dupliction.

I have reached out to servicenow as the flow and process is an OOB one.

[Amit Verma]

Hi @M_iA 

If possible, can you share the flow design ? I suspect that some action is being called in loop and causing the issue.

Thanks and Regards

Amit Verma