question When a non admin user is commenting on a article, it is not updating the sys_updated_on. in ITSM forum

When a non admin user is commenting on a article, it is not updating the sys_updated_on.

Rahul Raja Sami — Tue, 04 Feb 2025 14:54:13 GMT

Hi
When a Non Admin user is commenting on a article, it is not updating the last updated and updated by. The last updated is not getting effected but when Admin user comments on an article the last updated is getting changed. Why?

Re: When a non admin user is commenting on a article, it is not updating the sys_updated_on.

brianlan25 — Tue, 04 Feb 2025 16:27:56 GMT

If you are referring to Knowledge it shouldn't be updating the updated or updated by based on my testing. Comments are not part of the article but associated to it so the correct ones display on the article.

Re: When a non admin user is commenting on a article, it is not updating the sys_updated_on.

Jason-H — Tue, 04 Feb 2025 18:23:50 GMT

Hi Rahul,

I am also encountering something similar. When a user leaves a work note on an incident, it is not updating the 'updated by' and 'updated' values. I'm going to follow this thread for potential solutions and I'll follow-up if I find anything!

Re: When a non admin user is commenting on a article, it is not updating the sys_updated_on.

brianlan25 — Tue, 04 Feb 2025 19:03:34 GMT

What version of ServiceNow are you on? I'm on Washington DC and for Incidents posting a comment or a work note does update the updated value as well as the updated by for me even if the user is a non-admin.

Re: When a non admin user is commenting on a article, it is not updating the sys_updated_on.

Jason-H — Tue, 04 Feb 2025 19:56:05 GMT

Hi Brian,

I'm on Washington DC and I'm currently noticing it for a particular user only in our PROD environment. I'm wondering why it's behaving differently and, more importantly, where this might be configured...

Re: When a non admin user is commenting on a article, it is not updating the sys_updated_on.

Rahul Raja Sami — Wed, 05 Feb 2025 10:31:03 GMT

Hi Brian,
I have tested the same in my PDI, where I took one admin user and one ITL user who is also a Knowledge Manager and commented on an article. The article shows updated when an admin user commented and doesn't updated or updated by when an ITIL user comments. Yesterday I have commented as an Admin and again today I have commented as an ITIL user see the difference. PFA