Comments and work notes from existing incidents showing up when new and existing incidents assigned

[Alan42]

I have an open case on this but thought I'd ask here too.     Our technician assigned incident INC0023667 to himself at 9:45:29 AM on August 15.    At the same time old comments from an entirely different and unrelated incident show up in the activity log.         See the attached screen shot.      

Has anyone had this happen?  If so have you got it fixed and how?     

[Rafael Batistot]

Hi @Alan42 

This usually happens when the activity stream is misconfigured or there’s a data issue in sys_journal_field.

Check the incident’s sys_id in sys_journal_field – if the wrong comments are actually saved there, it’s a data corruption issue (script/integration wrote to the wrong record).

If not, it’s just a formatter/config problem on the activity log.

[Alan42]

I pulled in all the fields in that record I can see.    (See the attached image.)   '37515b72471fa650b773da7b416d4327' is the sys_id for INC0023667.     The other element ID would be a separate incident the original comment was added to a day earlier.     We had an understaffed consulting group do our deployment and the promised documentation for our build was never delivered.     Do you have any thoughts on where I should look for the cause of the data corruption?    I had assumed the functionality was OTB.     

[Pascal Verdieu]

Rafael's analysis is correct, there's some type of data corruption issue not a display one.

[Ankur Bawiskar]

@Alan42 

Should not happen.

Are you seeing same behavior happening on other incidents intermittently?

The comments is added by the agent so did you check if that agent added this by mistake.

If my response helped please mark it correct and close the thread so that it benefits future readers.