Duplicate ticket numbers

[sanvi]

Hi Experts,

Can anyone help me with how to prevent duplicate ticket numbers being created in servicenow?

Scenario,

1) tickets are getting generated with the same ticket numbers (sys_id is different).

2) the solution has to be in a way that should not affect existing tickets even though the existing tickets might have duplicates but those tickets should not be disturbed , this should be applicable only to the future tickets in case duplicate numbers getting generated.

3) I am working on eureka version, and shared environment so we cant disturb the number maintenance table.

Can anyone suggest me taking the scenario's into consideration how to develop a business rule to prevent duplicate ticket numbers being generated in future??

Regards,

Nivedita

[palanikumar]

Hi,

How are you generating ticket number?

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

http://wiki.servicenow.com/index.php?title=Managing_Record_Numbering#gsc.tab=0

[sanvi]

Hi,

I am using auto numbering, but i cant use unique index because currently i am working on Eureka version and unique index is available from Fuji.

Could you provide me some other way to achieve this.

Regards,

Nivedita

[Shiraz2]

Apparently, duplicate numbering could happen as there is no checks in place for it to NOT happen. We opened a HI ticket and found out this is by Design. One solution is as follows:

Create a before Insert business Rule as follows:

//

// checks if a duplicate number exists and if so get the next one.

//

checkNumber();

function checkNumber()

{

var gr = new GlideRecord('table');   //Change the 'table' to the table you want this business rule to apply.

gr.addQuery("number", current.number);

gr.query();

if (gr.next()) {

var oldnumber = current.number; current.number = getNextObjNumber();

1. gs.log("renumbered record number " + oldnumber + " to " + current.number + " because it was a duplicate");

  }

}

I hope this helps.