12 Replies Latest reply on Nov 8, 2019 3:17 AM by Stephen McDonnell

    Incident Worklog log not updating consistently

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      Remedy ITSM suite version 8.1.02


      We are seeing cases where everything appears to be a success, but the worklog update never shows up on the incident.


      The sender gets the "RBE Notification: Email Success" message.


      The email rule "Incident.Add worklog" is satisified:


      Qualification Passed:

      ('Subject' LIKE "RE:%") AND ('Subject' LIKE "%INC0%")

      Finished: Transaction created


      But, the entry never shows up on the related incident.


      Is this a known error/issue? What possibilities might show everything successful but not add the actual work log update to the incident?