First Additional Comment on Incident record disappears.

[Smashley]

Today I have noticed that some Incidents no longer have their original additional_comments visible on the Incident form.   I have tested all different types of scenarios, looked through everything updated in the Helsinki upgrade, and I cannot for the life of me figure out what is happening.

Has anyone else seen this after upgrading to Helsinki?

The exact process I use to replicate the issue:

Move a New Call to an Incident, assign the Incident to myself, save&go.   When I go back to the Incident, the additional comments that were originally at the bottom of the Activity Feed, are gone.   All I see in the activity feed now are the email notifications going out.

[Michael Fry1]

How do you move a new call to an Incident? Is this an existing Incident and you adding the call to the related list?

When you select Incident from the Call record, it transfer the data to the Incident and gives you an information message at the top of the call. Sounds like you're doing it some other way.

[Smashley]

From the Call record, I am changing the Call Type from New Call to Incident.   When I Save & Go, it takes me to the new Incident record, and displays the message just like you show.   However, after I assign the new Incident to myself, save, and a few preliminary notifications go out (sent to user saying your Incident has been opened, etc) the original Additional Comment (which is the Description from the Call record) disappears.   See below:

[Michael Fry1]

When you click Save on the Call record, does it automatically redirect you to the Incident, or do you need to click the INC number in the blue information message on the Call record? It sounds like you're using a custom script, not the out of the box one.

[Smashley]

When I click Save on the call record it redirects me to the Incident.   I then assign the incident to myself and save it.   That is when the original additional comments disappear.   The screen shots from above show what the Activity feed looks like when I first get redirected to the Incident.   the second shot is the form after assigning to myself and then saving.

I am using the out of box script for Call.