Updated_by change without modification

[Dimitri Destin]

Hi all,

On some HR cases, the updated_by fiels is updated by a person.

This person don't save the case, no modification has been done. She have only opened the case.

I can see in several cases the info message concerning the new Fulfillment Instructions to refresh :

Info Message The Fulfillment Instructions for this case changed because details of the case changed. Refresh the page.

I think that the instance force an updateof the record when we open a case with this message (to reload something?)

It is an issue for us because we use several menu or field UI depending of the updated_by.

Can you help us?

Thanks

Dimitri

[Sonam_Tiwari]

This doesn't seem a common issue. I just checked with few HR cases and its not an ususal behaviour.

But there is a KB for something similar happening for task_sla records - https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0995959

However, the suggestion would be to better check on this with ServiceNow Support team.

[Kartik Magadum]

Hello 

It seems like the behavior you're experiencing in ServiceNow is likely due to some system activity or background processes triggering updates to the HR cases, even when no actual modifications are made by the user. This can sometimes happen when certain events or workflows are triggered internally within the system.

Here are a few possibilities and steps you can take to investigate and potentially mitigate this issue:

1. Check System Logs: Look into system logs or audit logs to see if there are any specific events or processes triggering updates to the HR cases. This can help you identify the root cause of the issue.

2. Review Business Rules and Workflows: Check for any business rules, workflows, or background scripts that might be automatically updating HR cases under certain conditions. Review these configurations to see if there are any unintended consequences causing updates without user intervention.

Thank You!

[Dimitri Destin · Accepted solution]

Hi All,

We found it !!

a client script " Get Latest Fulfillment Instructions" check if Instructions has been created or updated.

This script use ajax to call an API :

    jQuery.ajax({

        url: '/api/sn_hr_core/hr_rest_api/refreshFulfillmentInstructions?sys_id=' + g_form.getUniqueValue(),

        method: 'PATCH',

        success: showMessageIfInstructionsUpdated

    });

During this process, the case can be updated.