Duplicate incidents are created with same incident number but different sys_id?

[sahin_ponhadan]

Hi ,

We have a issue in our service now instance , duplicate incidents are created with same incident number for the same issue.   sys_id of these duplicate incidents are different. As an example we have one incident having   two duplicate tickets   and for another one there are 5 duplicate tickets. Till now we came across four such incidents. Client reported this by saying that "When caller/user reply to the notification (Incident INCXXXXXXX is opened on your behalf),it create another ticket with same Incident number" . But why it occured to only those four ? Whether any one faced such an issue ? What will be the cause for this?

[vprakash]

Duplicate numbers are rare case in ServiceNow, Since numbering does not enforce uniqueness by default. We have to enforce to set Number field as unique at dictionary level in our instances.

We can set this field as unique, if there are not already duplicate values in the database for that field.

[ohhgr]

Hi Sahin,

If the issue was caused by replies to the mails. I'd suggest to check the inbond email action.

One case might be use of current.insert(), in place of current.update().

Thanks,

Mandar

[Brad Tilton]

Hi Sahin,

I would also check to make sure that the number field is read only for all users and you're not allowing people to copy incidents using insert or insert and stay as those are possibilities.

[tom_busch]

We've found the same problem.   The script that I suspect is at fault is not doing an insert, it is definitely doing an update, but we have pinpointed this script as also creating blank records in some cases (no data at all because it sets sysAutoFields(false) and setWorkflow(false).   We're having trouble finding a way to query the duplicate records.