2 records with same ticket number

[sr_surendra]

Dear all,

Could someone please let me know how 2 different records can have same ticket number.

We have recently encountered with situation where 2 different records had same ticket number.

I want to see this happen again by replicating the situation that might had happened.

Could someone please let know if anyone have any idea about similar situation

Regards,

Surendra Deshmukh

[Ankur Bawiskar]

Hi Surendra,

on which table did this happen and also how are the tickets generated?

from some API or by some script or by some user

How are you generating ticket number?

Use the Auto Numbering option provided by ServiceNow if you are not using it.

make sure that the number field is read only for all users and you're not allowing people to copy incidents using insert or insert and stay as those are possibilities.

Regards

Ankur

[sr_surendra]

Hello Ankur,

This problem is happening to custom table that we have created.

Records in this table are getting created through inbound action.

Auto number property has also set for this mocule.

[Community Alums]

Hi Surendra,

If the record number has been manually set to be same then 2 records with same number can be created but the sys_id will be different.

Servicenow auto numbering increases the number of the ticket,

but it does not check if the same number exists before insertion, unless you have that feature customized in your instance this issue could occur:

There is a possibility the record was created using any script like background script or the number was edited before ticket creation.

To get a detailed info on this issue you can look into this thread: https://community.servicenow.com/community?id=community_question&sys_id=6f45c3addbd8dbc01dcaf3231f96...

Please mark as correct/helpful if this helps.

Thanks

DR

[sr_surendra]

Hello Debopriya,

Records for this table supposed to be created through inbound action.

Auto numbering property is true for this

In these 2 records had been created at the same time, one was with attachments which were there in mail,and one without inbound action

So, we can rule out the possibility of updating number after record creation.

But not sure how an inbound action can create multiple records, that too for same mail, same information but one with attachment and one without