Child Incident records have stale data in current when passed to SLA Engine if state changes and work_notes or comments are also updated - Known Error

Child Incident records have stale data in current when passed to SLA Engine if state changes and work_notes or comments are also updated Description Child Incident records have stale data in current, when passed to SLA Engine if state changes and work_notes or comments are also updated.

Each child record history set of records for the child incident records whose task_sla behaves incorrectly, will show that the work notes or comments are either at update 0 or update 1 BUT will have a different record internal checkpoint value to the other records in update 0 or update 1 AND will have different update time.

The cause is an interaction between:

BR: Sync Child Incident State (Synchronous changes to all child incident records, updating their state value to match parent)

BR: Update Child Incidents (Asynchronous Flow triggered to update child comments and work notes from parent - having read the record prior to BR: Sync Child Incident State, having updated their state value)

Steps to Reproduce

1 Create an SLA Definition

start condition: short_description contains hold pause condition: state = on hold stop condition: active = false

2 Create a incident record

short description: hold parent 1

3 In related list: Child Incidents

create 4 child incident records, short description: hold 1.1, hold 1.2, hold 1.3, hold 1.4

4 On parent incident set the following fields and save

State: On Hold On hold reason: Awaiting Vendor Work notes: A note on parent incident

Expected:

Child incident records hold 1.1-4 all have their associated task_sla record state PAUSED and Work notes copied from parent record.

Actual:

Random two task_sla will be paused and other two will be In Progress

Workaround In Flow Designer, modify Action: Update child incidents worknotes/comments

Set Script: 1.Update worknotes/comments

(function execute(inputs, outputs) { if (!inputs.parentIncidentGr.isValidRecord()) { gs.error('Invalid record reference passed!'); return; } var parentSysId = inputs.parentIncidentGr.getUniqueValue(); var field = inputs.field; var value = inputs.value; var FLOW_ACTION_NAME = 'update_child_incident flow action: ' var copyCommentToChild = gs.getProperty("com.snc.incident.copy_comments_to_non_resolved_childInc", false); var rec = new GlideRecord("incident"); rec.addQuery("parent_incident", parentSysId); if (copyCommentToChild == "true") { var stateChange = inputs.state_changes ? inputs.state_changes : false; if (!stateChange) { rec.addQuery("state", "!=", IncidentState.RESOLVED); } } else { rec.addQuery("state", "!=", IncidentState.RESOLVED); } rec.addActiveQuery(); rec.query(); while (rec.next()) { var gr = new GlideRecord('incident'); if (gr.get(rec.getUniqueValue()) && gr.isValidField(field)) { gr[field] = value; gr.update(); } else gs.error(FLOW_ACTION_NAME + field + ' is not a valid field on ' + rec.getUniqueValue()); } })(inputs, outputs); Click: Save and Publish