Reopening the INC by the user logs incorrect and double comments and sent out incorrect notification

Amrink
Tera Contributor

2 weeks ago

When the affected user reopens the INC by themselves, two "additional comments" of type "Reopened by caller with comment" one with the correct reason and one more empty comment is logged into the ticket and the notification for "Your IT Support Ticket has been updated" is sent twice.
However, we have checked the business rules/scripts/ workflow and seems like this comment is not caused by any of them.
We suspect that the issue can be related the widget server script but nothing really seems to be working there as well.
Could anyone suggest solution?

0 Helpfuls
  • 370 Views
1 REPLY 1

Tanushree Maiti
Tera Patron

2 weeks ago - last edited 2 weeks ago

Hi @Amrink 

 

1. First open same incident in Native UI  and portal, If the duplicate issue is showing in portal only, You need to update Widget->html section

2. If in both UI , it is coming-

  • Ensure in Any custom BR of INC , current.update() has not been called
  • Confirm you have checked Workflow/flow, Inbound Email Action , BR, Scheduled job properly

Refer:

https://www.servicenow.com/community/developer-forum/incident-comment-update-sending-duplicate-multi...

https://www.servicenow.com/community/incident-management-sow-forum/some-comments-automatically-dupli...

Please Accept the solution if it assisted you with your question & Mark this response as Helpful.
Regards
Tanushree Maiti
ServiceNow Technical Architect
LinkedIn: https://www.linkedin.com/in/tanushreemaiti
0 Helpfuls