Duplicate work notes seen by all ITIL users except One

display · ‎12-03-2024

Occasionally, we see duplicate work notes or comments displayed in the activity log of a case. However, there is one user account that never sees duplicate. Can anyone think of a reason why a particular ITIL user account would not see duplicate entries but others see duplicates?

This is so bizarre. It's unclear why we are seeing duplicates and not all cases exhibit this behavior. But how is it just 1 account, cannot see these duplicates. This is just a regular ITIL user account.

Any ideas?

display · ‎12-16-2024

I ended up opening a case with ServiceNow and this is the response back for the benefit of anyone else that comes across this issue:

Most Probable Cause:
I found that your issue is related to an existing Problem PRB1806563 at our side.

Solution Proposed:
● PRB1806563 has been fixed and the fix will be provided in "Washington DC Patch 9" and "Xanadu Patch 4".

● Both patches are expected to be released in the first week of December. Please note that that date can be changed.

● Alternatively, you can apply the following workaround to resolve the duplication issue:

1. The customer can create the property

"glide.history_set.pull_journal_entries_from_journal_table"

and set it to true.
2. Delete the corresponding history set from sys_history_set table for the affected record.
3. Reload the record form and the duplication should be resolved.

● Please note that the duplication can happen intermittently even if the property is enabled (this is the issue we are trying to address with PRB1806563 ). Still, it will also be resolved by following steps 2 and 3 from the process as mentioned earlier.

You can find more details in the below KE Article:

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB1706740

View solution in original post

Collin Romeijn · ‎12-04-2024

Hi Display,

Things you could check:
1. Are the roles the same as other users?
2. How are the user preferences compaired to other users?
3. If you impersonate the user, do you have the same behaviour? If not, then its something localy on the computer.
4. Als look if the user has a different view then others on the record.

Just some guidons to help you troubleshoot.

Good luck and kind regards,

Collin

display · ‎12-09-2024

1. The roles are relatively the same. All have ITIL. Admins and and other ITIL users are seeing duplicates. There is only 1 account that doesn't see the duplicates. The issue if I impersonate other ITIL users. When I impersonate that 1 user account, I see no duplicates.

There are no duplicate entries in sys_audit or sys_journal_field for case.

2. I don't see a difference in user preferences. Unless there is something specific I am to look for and am not seeing.

3. Impersonation doesn't change the issue. 1 account doesn't see duplicates and others do

4. When viewing the case, if I click the hamburger icon and select "View", I see Default view for all accounts.

Govind Das OI · ‎12-04-2024

Please check the Form layout for Worknotes in default view and also check if it mentioned in WorkNotes section as well, remove from default view if you already have WorkNotes section already

If my response proves useful, please indicate its helpfulness by selecting " Accept as Solution" and " Helpful." This action benefits both the community and me.

Regards,

Govind Das

HRSD Specialist.

display · ‎12-09-2024

Not really sure what you are asking. In form layout for the table, Work Notes is listed as a field under Notes for Default View as well as "Activities(filtered)". This is set for the form. I don't see a separate Work Notes section.