Duplicate cases are creating with different numbers but same details

lucky6
Tera Contributor

‎04-06-2022 09:28 AM

Hi Everyone, 

For some reason duplicate cases are creating at the same time with different number. Can anyone help me on this what's the reason for this?

 

Labels:
0 Helpfuls
  • 926 Views
5 REPLIES 5

Gunjan Kiratkar
Kilo Patron
Kilo Patron

‎04-06-2022 09:45 AM

Hi  @lucky ,

 

Try to check if there is any Business Rule before/after that causing this issue on cases table.

 

Regards,

Gunjan


Please Mark My Response as Correct/Helpful based on Impact
Regards,
Gunjan Kiratkar
2X ServiceNow MVP
Community Rising Star 2022
Youtube : ServiceNow Guy
0 Helpfuls

lucky6
Tera Contributor
In response to Gunjan Kiratkar

‎04-06-2022 10:30 AM

But this duplicates are not creating everytime..its creating intermittently..
0 Helpfuls

Gunjan Kiratkar
Kilo Patron
Kilo Patron
In response to lucky6

‎04-06-2022 12:10 PM

The cases duplicate cases are created from which channel?

Portal/inbound/ Backend/VA or anything else ?

 

Regards,

Gunjan


Please Mark My Response as Correct/Helpful based on Impact
Regards,
Gunjan Kiratkar
2X ServiceNow MVP
Community Rising Star 2022
Youtube : ServiceNow Guy
0 Helpfuls

Aoife
Tera Guru

‎04-06-2022 10:32 AM

Are they being created via an Inbound Email?  If so, check your rules and make sure they have the Stop Execution selected so if one of them picks up the email and processes it the other will not.  And be sure their Order is set so the right one runs first.

Aoife

0 Helpfuls