Troubleshooting duplicate comments on a Case record after a long-running transactionIssue Your instance shows 10 or more duplicate comments on a Case record (sn_customerservice_case table). The transaction in which the comment was posted ran for an excessively long time and was canceled with the message maximum execution time exceeded. Release All Cause The exact cause is unknown. An excessively long transaction was running and was canceled. The most likely explanation is that the Post button was selected several times during this long transaction, which created the duplicate comments. Resolution The transaction in which the comment was posted ran for 298670 ms (about 3.9 minutes) and was canceled. The following log entry shows the cancellation: 2020-12-28 13:53:52 (257) glide.quota.manager WARNING *** WARNING *** Transaction: Cancelling transaction #3494049 /angular.do (maximum execution time exceeded): Thread Default-thread-6 (<user-email>, <user-sys_id>), after 298670ms The strongest theory, based on past cases and the lack of other information in the logs, is that there were multiple attempts to post the comment during the excessively long transaction. This caused the duplicates. To investigate, complete the following steps: 1. Review the transaction logs for the maximum execution time exceeded message from glide.quota.manager. 2. Ask the user who posted the comment what actions they took during the transaction. The behavior is not readily reproducible, so this information can help uncover further details. 3.Verify the duplicate comments on the Case record. 4. Advise users to select Post only once and to wait for the transaction to finish.