Duplicated ticket number when inbound action triggered

[Thuy Thao]

Hello community,

I'm facing an issue: for example, when user A send an email to abc@servicenow.com, an inbound action will be triggered and a case will be created. However, there are 2 cases with the same number but different sys_id. One of them will not be populated fully. 

The things here is there is only user A got this issue, I tested with other accounts also and they do not meet this issue.

Do you know any root cause and how to fix that?

Thanks in advance!

[AshishKM · Accepted solution]

Hi Thuy Thao,

We have face this situation in past and discussed with ServiceNow technical team, such case are very rare but it happens sometime due to technical glitch. 

Refer 

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0825579

Refer this link for workaround to avoid duplicate record

https://www.servicenow.com/community/service-management-forum/duplicate-incident-creation-restrictio...

Refer this link for technical reason

https://www.servicenow.com/community/itsm-articles/duplicate-task-incident-numbers-being-generated/t...

Please mark helpful/link and correct answer if it helps you