Unique Key violation detected by database ((conn=999850) Duplicate entry '781b08101b739450c91421b4bd4bcb90' for key 'PRIMARY')

[Arnold Zwane2]

We have a Business Rule that creates an Incident from a New Call. When it runs, it gives the following error message, but continue to create the incident as expected:

"Unique Key violation detected by database ((conn=999850) Duplicate entry '781b08101b739450c91421b4bd4bcb90' for key 'PRIMARY')"

I found many pointers from this Community advising against the use of "current.update()" on Business Rules. I then commented this part out of my script, but I still get the same error. 

Could you please advise what else could be causing this error. 

Background info: This Buiness Rule was converted from a UI Action where everything was working fine, but the same script gives the error on a Business Rule.  

[Arnold Zwane2]

Hi Asifnoor,

I tried with your code, to no success - still getting the same error message.

Kind Regards

Arnold

[Jack]

Not sure, you can try change your BR to: before-insert (new_call).

Otherwise, I think you can provide more information of this BR.

==> I think this is loop-execution issue ==> 1 incident generated 2 times (duplicated sysid)

[asifnoor]

Is this Br written on call update also?

Can yo ucheck if insert and update both are checked. Remove update and test once becuase in your Br you are updating the call details.

Also is it before or after BR?

[Arnold Zwane2]

Hi Asifnoor,

Below is BR definition. When I remove Update, it doesn't start because it should only run after changing the Transfer field to "Incident" on a New Call that is already logged.

[asifnoor]

Hi Remove insert then. 

And secondly check if there is any other BRs running on this table which is also creating an incident?

For debugging purpose, just keep this code and test once and see if you still get 2 incidents?

(function executeRule(current, previous /*null when async*/) {
	// Add your code here
var inc = new GlideRecord("incident");
inc.initialize();
inc.parent = current.sys_id;
inc.caller_id = current.u_requested_for;
inc.assignment_group = current.assignment_group;
inc.impact = 4;
inc.urgency = 4;
inc.contact_type = current.contact_type;
inc.opened_by = gs.getUserID();
inc.location = current.location;
inc.short_description = current.short_description;
inc.description = current.description;

var sysID = inc.insert();
/*
inc.get(sysID);

//Set the New Call Record
current.parent = sysID;
current.active = false;
current.state = 1;
current.close_notes = 'Transferred to Incident';
current.u_call_type = 'Incident';

//English or Null
if ((current.requested_for.preferred_language == 'en') || (current.requested_for.language == ''))
current.comments = "An incident was logged with INCIDENT NO: " + inc.number;

if ((inc.opened_by.preferred_language == 'en') || (inc.opened_by.preferred_language == ''))
gs.addInfoMessage("Incident " + inc.number + " created");

//Brazilian Portuguese
if (current.requested_for.preferred_language == 'pb')
current.comments = "O Incidente foi criado com o número: " + inc.number;

if (inc.opened_by.preferred_language == 'pb')
gs.addInfoMessage("Incidente " + inc.number + " criado");

//Spanish
if (current.requested_for.preferred_language == 'es')
current.comments = "Un incidente ha sido logueado con Nro de Incidente: " + inc.number;

if (inc.opened_by.preferred_language == 'es')
gs.addInfoMessage("Incidente " + inc.number + " creado");

GlideSysAttachment.copy('new_call', current.sys_id, 'incident', sysID);

//var mySysID = current.update();

gs.setRedirectURL(inc); // Redirect to an incident record
gs.setReturnURL(current); //return to the New Call record

*/ 
})(current, previous);