duplicate incident ticket created

[Codi]

Hi Guys,

we received a ticket about duplicate incident tickets created. What we noticed is the ticket is created first via service portal but after it created some duplicate ticket also created here is the sample photo. May I ask how this thing happened? and how can we avoid to happen this issue

[Alex Tod1]

Hello @Codi,

  First step it's to find out from where does this problem come from, is there any possibility that the submit button will be pressed several times. From what I understand this is a known issue and the way to prevent it is to make the ticket number "unique".   In the task table dictionary record for "number", you can personalize the form and add the "unique" field.   Check this box and save the record to enforce primary key constraints for the ticket number.

[Codi]

Hi @Alex Tod1 actually what we noticed is the ticket created via service portal and after that the other ticket is created via email

[Alex Tod1]

Good, this is important because most likely the problem comes from an inbound email action, it can be run multiple times (wrong condition) or there is a current.insert() that is out of place.

Regards

 Alex