Incident forms - Duplicate work note entries

[ACripps]

Hi all
We are experiencing duplicate work note entries within our incident forms. This only occurs when reassigning Assignment Groups.
I have checked HI-Support there is a case which mentions, customised Business Rules should not have 'current.update'. 
We do not have current.update in any of our business rules. 

Any advice on this issue?
Thank you 

[AshishKM]

Hi @ACripps,

Can you share the reassignming logic written in BR for this.

Mayb be somewhere it written twice. 

-Thanks,

AshishKM

[ACripps]

(function executeRule(current, previous /*null when async*/) {
    // Add your code here
    if(current.reassignment_count == 2){
        current.work_notes = 'Incident reassigned - Escalated \nDate: ' + current.sys_updated_on + '\nReassigned by: ' + gs.getUserDisplayName() + '\nPrevious Assignment Team: ' + previous.assignment_group.getDisplayValue() + '\nCurrent Assignment Team: ' + current.assignment_group.getDisplayValue();
    } else {
            current.work_notes = 'Incident reassigned \nDate: ' + current.sys_updated_on + '\nReassigned by: ' + gs.getUserDisplayName() + '\nPrevious Assignment Team: ' + previous.assignment_group.getDisplayValue() + '\nCurrent Assignment Team: ' + current.assignment_group.getDisplayValue();
    }
})(current, previous);

[Abhay Kumar1]

@ACripps I understand you have already Hi case for the same. 

You will have to give time to debug your BRs and best approch I will say to use tracer which can help you ran script line inside BRs.

2nd you can also verify, If there is a UI action used for reassigning incidents, check its script for any code that might be adding work notes, especially if it also calls server-side scripts.

3rd review client scripts , If there is a client script triggered by changes to assignment_group, it might be adding a work note. Sometimes client scripts are overlooked as they run on the client-side, but they can also cause duplicate entries if not properly configured.

Hope this will help you.

[ACripps]

Thank you i will take a look at Client Scripts