hey @ShriramS
If you are seeing duplicate Case records with the same Case Number but different sys_id, it means the system is inserting two separate records instead of updating an existing one. This usually happens due to custom logic or integration behavior.
Please check the following areas:
Verify if the Number field is unique
Ensure the "Unique" checkbox is enabled and that a unique index exists on the number column.
Check Business Rules on the Case table
Look for any Before Insert or After Insert rules that contain:
current.insert()
A new GlideRecord that inserts another Case record
If a Business Rule is inserting another record manually, that will create duplicates.
Review Flow Designer
Check if any flow is triggered when a Case is created and contains a “Create Record” action on the Case table.
Sometimes flows unintentionally create a second case.
Check Record Producers
If Cases are created using a Record Producer, ensure the script does NOT use current.insert().
The platform automatically inserts the record, so calling insert again will create duplicates.
Check Import Sets / Transform Maps
If cases are coming from an integration or import:
Verify if coalesce is configured properly.
If coalesce is missing, each import run inserts a new record instead of updating.
Review Integration / API retries
If cases are created via REST API, check whether the external system is retrying the request, which may insert duplicate records.
To identify the source quickly, compare:
sys_created_by
sys_created_on
Then check System Logs around that timestamp to see whether it was created via UI, Import, API, or Background script.
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If this response helps, please mark it as Accept as Solution and Helpful.
Doing so helps others in the community and encourages me to keep contributing.
Regards
Vaishali Singh
