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Resolved Major incidents are re-posting resolution notes to work notes whenever updates are made

ABillinglsey
Tera Contributor

‎07-08-2025 09:17 AM

Each time an incident is resolved, the resolution notes are added to the work notes as expected. However, if additional work notes are entered after resolution, the system re-adds the resolution notes again. This creates issues for the post-incident report timeline, requiring the Major Incident Coordinator to manually remove duplicate resolution entries. Any suggestions on where to look to address this behavior?

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Ramkumar Thanga
Mega Sage

‎07-08-2025 09:37 AM - edited ‎07-08-2025 09:38 AM

Hi @ABillinglsey ,

 

This is not an OOTB behavior of ServiceNow. You can check the Business rule which runs during the additional comment change and also if there is any Onchange() client script which runs during the additional comment gets changed. 

Please do let me know if you have any further queries.

Thanks!

Ram 

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