Weird issue: Image added as attachement every time case is opened
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an hour ago
Hi all
We have a somewhat weird issue in our solution, and I haven't found any mention of it other places, so I wondered if anyone have seen something similar.
Sometimes when an image has been a copied into a comment on a case through our customer portal, every time an internal agent opens the case using Workspace, the image is re-added as a comment to the case. The result is that the image in question is added a lot of times to the same case. This doesn't happen every time, but occasionally.
Have anyone ever seen anything similar, and know how we can prevent this?
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an hour ago
image is not clear. please add again
is the timestamp same for insertion of that image?
any business rule with current.update() on case table?
Ankur
✨ Certified Technical Architect || ✨ 10x ServiceNow MVP || ✨ ServiceNow Community Leader
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an hour ago
The timestamp is set to when case is opened, so every insertion of the image got a different timestamp and different users (although the same user can "add" the images multiple times by opening the case multiple times"). We do have quite a lot of BRs, and some of them most likely use current.update(), however, they shouldn't run on query - only on update or insert. I will go through and check, just to be safe.
