Reassignment counter increased by 2 for single change in assignment group

Akshaykhare
Tera Contributor

In my ServiceNow instance Reassignment counter is getting increased by 2 for single change of assignment group. This is an intermittent issue. As per ServiceNow support this is occurring due to custom "Save" button on form. Following is the condition and script for the "Save" button. Can someone help me to understand what is in the script that is causing the issue

Condition : !(current.isNewRecord() && !current.canCreate()) && current.canWrite()
Script: 

action.setRedirectURL(current);
current.update();
if (! current.isActionAborted())
    action.setRedirectURL(current);


Akshaykhare_0-1761805420311.png

 






10 REPLIES 10

Hi @Ankur Bawiskar 
As per ServiceNow the custom "Save" UI action is responsible for the issue and due to customisation they can not provide support beyond this. Hence I am troubleshooting the script to understand the root cause.

@Akshaykhare 

how is the behavior when you disable this custom Save button?

is the record getting updated 2 times?

Do you see the sys_mod_count (Updates) field increment 2 times?

Regards,
Ankur
✨ Certified Technical Architect  ||  ✨ 9x ServiceNow MVP  ||  ✨ ServiceNow Community Leader

@Ankur Bawiskar ,
The main catch here is neither me nor ServiceNow is able to reproduce the issue. ServiceNow checked the logs for affected records and the common link that they found is UI action "Save" .

@Akshaykhare 

sorry can't help in this then as we don't have access to your instance.

Regards,
Ankur
✨ Certified Technical Architect  ||  ✨ 9x ServiceNow MVP  ||  ✨ ServiceNow Community Leader

Jeffrey Siegel
Mega Sage

is your UI action's "Action name" the same name as another UI action available to the table?  try renaming the custom UI Actions "Action name" and see if it still saves 2x.