question Some Comments Automatically Duplicated in the Interaction Area. in Incident Management SOW forum

Some Comments Automatically Duplicated in the Interaction Area.

ROSHINIB — Thu, 11 Sep 2025 11:17:06 GMT

Hi everyone,

We’ve noticed an issue where work notes and additional comments are sometimes automatically duplicated in the interaction area.
What conditions or settings might cause this behavior?

please provide the necessary steps or considerations to overcome this issue.

Thanks in advance.

Re: Some Comments Automatically Duplicated in the Interaction Area.

Bhuvan — Thu, 11 Sep 2025 11:21:07 GMT

@ROSHINIB

Check if you have any BR with current.update() that is duplicating the work notes.

Refer below thread for more details,

https://www.servicenow.com/community/developer-forum/getting-double-comments-when-we-use-before-update-br/td-p/3012327

If this helped to answer your query, please mark it helpful & accept the solution.

Thanks,

Bhuvan

Re: Some Comments Automatically Duplicated in the Interaction Area.

miftikhar20 — Thu, 11 Sep 2025 11:53:18 GMT

Hi @ROSHINIB,

Following could be the causes:

Business Rules: The most frequent cause is a "before" or "after" Business Rule on the task-related tables (like incident, sc_task, or sc_req_item) that contains a current.update() call. This can trigger the same rule to run again, creating a loop and duplicate entries.
Inbound Email Actions: If the duplicates appear when users reply via email, an Inbound Email Action is likely the source. A script within the action that performs an unnecessary current.update() can cause the same comment to be processed multiple times.
Workflows and Flows: A custom workflow or a Flow Designer flow might have a step that updates the record in a way that retriggers the comment or work note addition.

Note: Check above things or analyze any other client scripts or script includes that might be interacting with the activity stream or journal fields.

Thanks & Regards,
Muhammad Iftikhar
If my response helped, please mark it as the accepted solution so others can benefit as well.

Re: Some Comments Automatically Duplicated in the Interaction Area.

Bhuvan — Fri, 12 Sep 2025 07:48:05 GMT

@ROSHINIB

Did you get a chance to review this ?

If my response helped to answer your query, please mark it helpful & accept the solution.

Thanks,

Bhuvan