Update number in incident audit history

[Sandhya Karutu1]

Hi Team,

Why is the update number 1 missing in one of the incident for the assignment group changes. While this works fine in another assignment group.

Thanks,

Sandhya

[Valor1]

Ah, I didn't quite look closely enough at the screenshots. I thought that in the second SS, the "old" value of update number 2 didn't match the "new" value from update number 1.

Suraj Chauhan has it correct.

Sandhya, to answer your question, we often see it happening when an integration or import is updating a ticket, and a ticket is either not always exchanged, or when a business rule conditions are not always met.