How to avoid creation of duplicate comments?

[devendranarun]

Hi All,

I am facing Duplicate issues in Additional Comments field.

When i update a comment from Incident to Case, it displays 2 comments in Incident form and displays 1 comment in Case form.

Also, when i update a comment from Case to Incident, it displays 2 comments in Case form and displays 1 comment in Incident form. 

Mapping Additional Comments from Incident to Case. 

Table: Incident

When to run: after update

Filter Condition: Additional Comments Changes

var latest = current.comments.getJournalEntry(1);
var notes = latest.substring(latest.indexOf(")")+1).split("/n/n");
var gr = new GlideRecord('sn_customerservice_case');
gr.addQuery('sys_id',current.u_case);
gr.query();
if(gr.next())
{
gr.comments = "Comments updated from "+current.number+"\n"+notes;
gr.update();
}

Mapping Additional Comments from Case to Incident 

Table: Case

When to run: after update

Filter condition: Additional Comments changes

var latest = current.comments.getJournalEntry(1);
var notes = latest.substring(latest.indexOf(")")+1).split("/n/n");
var gr = new GlideRecord('incident');
gr.addQuery('sys_id',current.parent);
gr.query();
if(gr.next())
{
gr.comments = "Comments updated from "+current.number+"\n"+notes;
gr.update();
}

[Phonsie Hevey1]

Hi Pavel,

Thanks for your reply. The solution you mention above works well for the widget where you have the list of approvals. I was having that issue now when I was trying to add the rejection comments to this page. But the solution I proposed works when you are approving or rejecting on one specific approval.

Kind regards,

Phonsie

[Mehdi Brahimi]

Hello Pavel87,

Is their any update on this issue ? 

[Mandeep Karan]

Use gr.setWorkflow(false) in your script.

[Upender Kumar]

try to use below condition in both the BRs

session.isIntractive()