One random incident once opened is attaching an image without intervention

[ServiceNow Use6]

A random incident, as soon as i open the incident, it is automatically attaching an image as attachment without my intervention.

Hi Team, We believe there is a glitch in SNOW, when any engineer opens the ticket C8INC02369, an update is posted on the incident ticket, while we have not done that (Only Carlos submitted an update, but me and Eugene did not click on anything). C8INC02369 - VC834 - GRE - CHI1_IND1 - Packet Loss

Regards

Suman P.

[Dr Atul G- LNG]

It’s better to log a support case for this now. And it’s not “SNOW,” it’s “ServiceNow.”

[Tanushree Maiti]

Hi @ServiceNow Use6 

Snow is a tool from BMC, so it would be better to refer the tool as ServiceNow.

It appears that there might be a Business Rule or some configuration in place. However, without reviewing the instance in detail, it’s difficult to identify the exact cause.

It would be advisable to raise a case with your ServiceNow Support team (Hi Ticket) for further investigation.