Work notes are getting duplicated for a specific user in the IT Tickets

[SiddeswaraJ]

Hi Everyone,

We’re facing an unusual issue in our ServiceNow instance: work notes are being duplicated exactly twice, but only for one specific user. This behavior is not happening for any other users or roles.

Has anyone come across a similar problem before?
Any suggestions on where to check or how to troubleshoot this would be greatly appreciated.

Thank you in advance for your help!

[Ankur Bawiskar]

@SiddeswaraJ 

is that user accidentally pressing it 2 times on Post button?

Is it from native or SOW?

Also any business rule on that table has current.update()?

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[SiddeswaraJ]

HI @Ankur Bawiskar ,

                This is happening In the native UI, I Have checked the User preferences, client scripts and all, so this is happening while updating the work notes via post button only, is there something else to check.

[Ankur Bawiskar]

@SiddeswaraJ 

did you check sys_journal_field and see 2 entries with same user or other entry is with system or some other user?

[Anand2799]

Hi @SiddeswaraJ ,

Navigate to the sys_journal_field table and check the created_by field for both comment records. If any of the entries show system or admin as the creator, it indicates that a Business Rule or some background script is adding the duplicate comment.

Thanks

Anand