System updating the additional comments field which triggers blank emails

[arnabwa]

Hi SNOW Enthusiasts,

I have been facing a problem for quite a while now which my client is complaining of and I still could not find a way to resolve.

The Story is :

When ever a Request item/incident ticket is commented, a mail notification is triggered to requester. Lately I have observed that the system is changing the additional comments even if it is blank and as a result sends an email to the requester. I have seen this issue a numerous time now where the comments are updated (totally blank) and then triggered a notification.

How can we stop this update of blank additional comments OR what may be the reason that a blank comment is updated?

Thanks,

Arnab

[Abhinay Erra]

Can you see a blank value in the activity formatter?

[arnabwa]

Sorry ! My Bad. I forgot to attach the screenshot of the activity. Here is the screenshot :

[Abhinay Erra]

I reckon there must be a scheduled job running. Can you check if there is a scheduled job running on this and see if the script is updating the comments.

[arnabwa]

Hello Abhinay,

Sorry I could not find a schedule job for this issue. Could it be something else?

Thanks