Duplicate Incident Ticket Created??

[Gemma4]

Hello,

We discovered several duplicate incident tickets in our test instance – same incident number – different sys id. This was discovered after a clone was done. The initial clone wiped out all of our test instance ticket data. The second clone we performed allowed us to successfully keep production tickets separate from our test tickets. However, we discovered duplicate id's in our test instance.  We're not entirely sure how this can be replicated/what caused this. Has anyone experienced the same issue?

Thank you in advance for any feedback you may have!

Gemma

[Allen Andreas]

Hi,

My apologies, your post is a bit confusing. Are you saying that when you cloned from Production , the first time, you did not have any preservers on the incident table regarding the data that was already on Test? Or you did do preservers?

The second clone, it sounds like you did do a preserve that time and if so, then yes, the other incident results will remain and the records from Prod will join along, even if the same number.

So to recap, if you kept the data for incidents on a particular clone (so a preserver was used for this table) and then didn't exclude the source data (with an exclude setting), then they will join together and duplicates can result.

Please mark reply as Helpful/Correct, if applicable. Thanks!

[Tudor]

Hello Gemma,

A possible reason is that in the base instance the "number" on the "task" table is not set to unique.

Having in mind what @Allen Andreas just stated above and the above statement, it's highly likely that you will have duplicate numbers.

Hope this helps!

 Tudor