Multiple Duplicate Tasks Attached to a Single RCA Task – How to Control Deduplication Behavior?

arifraza028
Tera Contributor

3 weeks ago

We have observed an issue where a high number of duplicate tasks are getting attached to a single RCTASK under Duplicate Audit Results.

This is leading to overcrowding of duplicate records within one RCTASK, which impacts analysis and usability.

We would like to understand:

  1. Why multiple duplicate tasks are being attached to a single RCTASK

  2. Which rule, configuration, or logic controls this deduplication behavior

  3. Where we can change or restrict the deduplication count, so that excessive duplicate tasks are not attached to the same RCTASK

  4. Whether this behavior is controlled via:

    • Deduplication rules

    • Event Management / RCTASK configuration

    • Business Rules

    • System properties

    • Identification or correlation logic

Has anyone faced a similar issue, and what is the recommended way to limit or control duplicate audit results being linked to one RCTASK?

Any guidance on identifying the source of this behavior and best practices to resolve it would be greatly appreciated.

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1 REPLY 1

Matthew_13
Kilo Sage

3 weeks ago

@arifraza028 - 

This is expected behavior in ServiceNow. Duplicate Audit Results are intentionally grouped under a single RCTASK based on correlation logic, which is why you see so many records tied to one task.

There’s no out-of-the-box setting or property to cap how many duplicates attach to an RCTASK. The only practical option is to adjust how results are grouped or split after the fact for like example by the class or by the source rather than changing the core deduplication logic.

If this helps give a thumbs up! Thanks Kindly