How does the system Generate additional comments After Resolving an Incident

[rohitgotefode3]

Hi Community,

I have observed that after resolving an incident in my instance, the system automatically generates three additional comments in the Additional Comments field. I would like to understand how this behavior is configured and which module or mechanism is responsible for it.

[JenniferRah]

Those are field changes, not comments. You can determine what is shown in the activities by clicking on that filter icon to the right of the field.

[Viraj Hudlikar · Accepted solution]

Hello @rohitgotefode3 

I believe "Not Updated_Incident" is a custom field as per your business need over Incident table.
Now when the incident is moving to Resolved state, there might be a script which can be a Business Rule or Flow which is setting value as per logic setup.

Try to search over backend field name over business rule module for incident table and you will get clue where this field is used and how the value is set through script.

If my response has helped you hit helpful button and if your concern is solved do mark my response as correct.

Thanks & Regards
Viraj Hudlikar.