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]

Try this,

function getDuplicates() {

var dupRecords = [];

var gaDupCheck1 = new GlideAggregate('incident');

gaDupCheck1.addAggregate('COUNT', 'number');

gaDupCheck1.addNotNullQuery('number');

gaDupCheck1.groupBy('number');

gaDupCheck1.addHaving('COUNT', '>', 1);

gaDupCheck1.query();

while (gaDupCheck1.next()) {

//dupRecords.push(gaDupCheck1.number.toString());

gs.print(gaDupCheck1.number.toString() + "\n");

}

gs.print(dupRecords);

}

[tom_busch]

Thanks Vprakash, That script definitely worked to get me a list & count of numbers that have duplicates.   Now I'm working to figure out which record is the duplicate and which is the original.  

[vprakash]

Yes, Once you delete the duplicate records you can able to mark NUMBER fields as unique at dictionary level.

After that this issue no longer happen.

[shab121]

I did following steps

1) Identfed all duplicate records

2) Wrote a script to make them unique

3) enable the unique flag in DB

But still service now is generating duplicate   tickets and saving in database .

what else is required to make generated ticket number unique ?

[Mahira]

Hi Sahin,

Can you double check your number maintenance?

Regards,

Mahira