Duplicate work notes seen by all ITIL users except One

[display]

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 · Accepted solution]

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