Duplicate and missing work notes in Incident

[sallyf-zurich]

Hi everyone

Is anyone else seeing duplicate and missing work notes in Incidents since they moved to Washington. We raised an incident in August with ServiceNow and it is still pending and now we are seeing concrete evidence of missing work notes also (as for some reason they register in SOW but not Incident) and its causing us all sorts of issues mainly frustration amongst our resolvers as they return incidents to us saying "not clear what steps you have taken" due to missing or "difficult to see progress of the incident due to multiple entries" due to duplicates. 

[SupriyaBasak]

@sallyf-zurich Can you please check the "glide.history.max_entries" system property value. If it is set as very low value then this issue occurs in the activity. Default value is 250

If my answer helped you in any way, please then mark it as helpful or correct. This will help others finding a solution.

[sallyf-zurich]

Thank you. Ours is set to the default value and we will experiment in UAT. My major concern is the missing entries at the moment as this could have unknown business impact - any thoughts on this?

[SupriyaBasak]

@sallyf-zurich, it is important to understand if you are missing any data. If so, please raise an HI case and ask them to check the reason.

Thanks,

Supriya