What has caused that same notes getting repeated multiple times on incident?

[Dk nov]

Hello Experts,

There is one incident which has same notes triggered after every 2 seconds. I couldn't find any business rule which has created this multiple notes. Can someone please give me direction on what to check that caused of this issue?

Thanks in advance.

[iekosmadakis · Accepted solution]

Hello @Dk nov !

If you are seeing the same work notes being repeatedly added to an incident and no Business Rule seems responsible, you should begin by checking the "Created by" field on the notes to identify the source (whether it’s a user, system account or even integration).

Then, review all active Business Rules on the incident table, especially those set to run "after" or "async", and look for any script setting current.work_notes or/and current.update().

Don't forget to check Scheduled Jobs as these can also trigger automated updates.

Additionally, inspect any inbound integrations or MID Server activity that could be sending updates via REST or SOAP APIs. System Logs and Transaction Logs will help confirm this.

Please consider marking my answer as helpful and accepting it as the solution if it assisted you in any way.

[Ankur Bawiskar]

@Dk nov 

any business rule has current.update() in it?

those notes are added by system or by person?

did you identify the script which is adding that notes?

you can use script tracer to debug

Script Tracer and debugging scripts 

If my response helped please mark it correct and close the thread so that it benefits future readers.