Avoid duplicate incidents , requests , problems

[servicenowsnow]

Hi all,

kindly help me to avoid the duplicate incidents , requests , problems ...either manually or through integration .

we had   options like Unique button and colease make true in transform maps .  

Kindly provide other alternate way ( business rule) to avoid duplicate records.

i have tried many , but no luck , kindly help on this.

[Khozema Attar1]

Hi,

If you are performing integration with any third party and you want that when an incident gets created in third party it should be created in SNOW, then transform maps provides a good solution for it.

In order to avoid duplicacy , you can use coalesce on incident number field, which will prevent duplicate incidents from being created.

Thanks

[harishdasari]

Hi,

On Incident table create On-Before Business Rule for incident table

function onBefore(current, previous) {

    //This function will be automatically called when this rule is processed.

    var gr = new GlideRecord('incident');

    gr.addQuery('active', true);

    gr.addQuery('sys_id', '!=', current.sys_id);

    gr.query();

    if(gr.next()) {

          gs.addErrorMessage('Incident Already Exist');

          current.setAbortAction(true);

    }

}

Hope this is Helpful.

Thanks

[Karthik Reddy T]

Hello Snow,

You can make that field property Unique as true and try.

[vinothkumar]

Hi Snow,

We also faced the same issue and Servicenow suggested us to create a before insert business rule on task table.

var curNum = current.number + '';

if(curNum) {

  var recordClass = current.getRecordClassName();

  var gr = new GlideRecord(recordClass);

  gr.addQuery('number', curNum);

  gr.query();

  if(gr.getRowCount() > 0) {

    var newNum = getNextObjNumberPadded();

    gs.addInfoMessage("The number " + current.number + " was already used by another " +

    recordClass + ". The " + recordClass + " number has been changed to " + newNum);

    current.number = newNum;

  }

}