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]

What version of Servicenow are you using?

[Smashley]

Helsinki Patch 8

[Michael Fry1 · Accepted solution]

Hmmm . . . I never get redirected to Incident. I have to click link in message at top of caller. Nevertheless, it looks like you're using UI15 and here is KB article about issues like you describe: ServiceNow KB: PRB692555: Activity fields are missing (KB0597988)

[Smashley]

Thank you!!   This is what I was looking for!