Incident created from "Connect Chat" shows duplicate chat transcript entries on activity log - Support and Troubleshooting

Incident created from "Connect Chat" shows duplicate chat transcript entries on activity log Issue After Newyork upgrade, when the agent user creates an incident from the chat, there are duplicate chat transcript entries showing up on the activity log of the created incident as shown in the attached screenshot.

For example, with the below steps, you can observe the issue,

Log on to any Newyork instance Impersonate end-user and initiate a conversation via url "https://XXXX.service-now.com/$chat_support.do?queueID= " with message "test" On another separate browser, impersonate agent user Go to connect workspace via url $c.do Accept the incoming chat and reply with a message "test success" Create an incident from chat via chat action Observe that created incident has duplicated "test" message, one was from the agent user and one was from end-user. Release Newyork release onwards

Cause On the default view of the incident form, there was "Chat Activity" legacy formatter along with the regular "Activities(filtered)" formatter as shown in the attached screenshot. This seems to be causing the duplicate comments issue.

Resolution In general, the legacy "Chat Activity" formatter not be used with connect chat and hence removing it from the default incident form view resolves the reported issue for the new connect conversations/incidents.