Troubleshooting INC number jumping out of sequence

Duke1
Tera Contributor

TLDR: A couple Incident creation sources are throwing the number count off and I am not sure how to best troubleshoot this situation.

 

I have identified so far two use cases that are ruining accurate number sequencing for INC record creation. The vast majority of standard INC requests number sequence by 1 as expected. There is a small inbound action that is very basic that seems to be jump the value up 50-150 in the sequence for a single record instance and then goes back to by 1 for other insert sources. Certificate management also does this when tickets are generated via SSL cert expiring and an INC gets generated.

 

I do intentionally prevent the generation via a business rule abort action to prevent generating INC records for self signed SSL certificates. I do for some reason see this reading as an engine flow error showing my BR preventing the record insert. My understanding is it should be preventing any number counting as well with the abort action BR, but my best guess right now is that its not aborting that script process half as clean as I hoped and its caching its own INC number and incrementing possibly all the self signed certs and then when a non self sign comes along the number count seems to jump a lot.

 

I would love advice on how to troubleshoot this better. I must be missing a couple good ways to peel this out and Id love to see how someone fishes out this type of issue, thanks so much guys!

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