ITIL User Work Notes not committed to incident on initial save

TylerO
Tera Contributor

3 weeks ago

Hello!

 

Has anyone else come across the issue where one of your Service Desk or someone in SOW saves a new incident after filling out the required fields, including the work notes, and the work notes do not get saved to the ticket? I have one particular user who is having issues, and no one else. I haven't been able to recreate it either.

 

I have reviewed the journal table as well to see if it was logged there but not connected to the incident but there was not entry. Very stumped on this issue.

 

Thank you in advance!

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GlideFather
Tera Patron

3 weeks ago

Hi @TylerO,

 

could you possibly share some details? Who is adding that WN - what role? Also, if they save that record and add a work note separately, is it then saved or neither?

 

Does it happen to all users or just some? Is that person adding a work note member of the Assignment group (if not, then they shouldn't update that incident at all)... and many possibilities, please share some context

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No AI was used in the writing of this post. Pure #GlideFather only
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mugi-san
Kilo Sage

3 weeks ago

Hi @TylerO 

 

Please consider clearing the browser cache on the user's device and then attempting to access the site again.

 

Additionally, providing us with more information—such as interviewing the user regarding their steps, sharing the XML view of the record they created, or providing audit logs—may help us provide a more specific solution.

 

Regards.

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Tejas Adhalrao
Tera Guru

3 weeks ago

Hi @TylerO  ,

pls check with debug security rules and script tracer . this will help you to find out the issue what is executing at backend

 

 If you found my solution helpful, please mark it as Helpful or Accepted Solution...!

thanks,

tejas

Email: adhalraotejas1018@gmail.com

LinkedIn: https://www.linkedin.com/in/tejas1018

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