Duplicate Case comments added when added in the portal

[mounika107]

Sometimes, when customer is trying to add the comment in the case in the csm portal, the comments are adding mutliple times where it should be added only once. Please help

[Ankur Bawiskar]

@mounika107 

in the backend did you see the timestamp is same?

if yes then check any before update business rule has current.update() in it.

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[mounika107]

Yes the timestamp is same. seconds varies.

Yes, we do have current.update in few Business rules.
But we need to modify for all the tables  related BRs or only case related BRs?

[Ankur Bawiskar]

@mounika107 

Glad to know that my comment for finding current.update() in BR helped you

yes you need to modify those so that they don't allow duplicate updates.

You can use setWorkflow(false) to disable the BR

💡 If my response helped, please mark it as correct ✅ and close the thread 🔒— this helps future readers find the solution faster! 🙏

[mugi-san]

Hi, @mounika107 .

As @Ankur Bawiskar mentioned, 

It is necessary to avoid using current.update() in Business Rules as much as possible when implementing. Since it has been identified that a problem has occurred in this case, I agree with you that it is necessary to review the individually implemented or modified Business Rules. I believe the following knowledge article will be helpful.

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0715782

regards.

If you found this post helpful, I would appreciate it if you could click the “Good” button or close the case.