HRSD | After transferring HR case, new case number is lower than current case number

[IAmIshan]

If i transfer current case (assume HRC0001007) then new number should be greater than HRC0001007 but thats not happening, it will create new case but the number will be lower than HRC0001007 (assume HRC0001004). I think it is filling out gap. How can i fix this issue..

[Kristian Maiora]

@IAmIshan did you ever figure this out? We just implemented HRSD and are experiencing the same issue.

[Fernanda Casadi]

@IAmIshan could you find what was the issue and the solution?

[Fernanda Casadi]

@IAmIshan did you find what was the issue and the solution?

[David Aldridge]

@IAmIshan why is this an issue? The number will usually be incremental, but there may be unused numbers that will be used first (first free number ascending). The system will reserve a number when you create a new case, but not use it if the case is not saved (I think 🙂). You can also possibly delete records, leaving free numbers.

More information about numbering can be found here...
Record numbering (servicenow.com)
Preventing number gaps can be found here...
Prevent numbering gaps (servicenow.com)

From the docs above...

Role required: admin

About this task

When records are created but not saved, a gap in the numbering is created. You can prevent these numbering gaps by generating numbers only when records are saved.

Procedure

1. Navigate to All > System Properties > System.
2. Set the property Assign a task number only upon insert (prevents unused numbers), glide.itil.assign.number.on.insert, to true.
3. Click Save.

Hope this helps.