duplicate incidents with same number but different sys id ?

[sukran]

Hi,

We are finding duplicate incidents created with same numbers. and I found there is a OOB unique option. Setting unique to true on number field will solve that issue? and does anyone have any idea what is the root cause of this issue?

Number is same and all fields values also same but different sys id 

[Erik Gunther2]

Check out this article on numbering:

https://docs.servicenow.com/bundle/newyork-platform-administration/page/administer/field-administrat...

I believe root cause is the timing of when the records were created. I think if two records are created very close to at the same time, they may get the same numbers.

I hope this helps. Thanks.

[sukran]

hi eric.. if we enable the "unique" field check box in the box ... will sorted out this issue ?

[Erik Gunther2]

Yes with the caveat that you'll need to fix the duplicates before you check the box. I don't understand why ServiceNow doesn't do this by default. Here's a reference article:

https://docs.servicenow.com/bundle/newyork-platform-administration/page/administer/field-administrat...

I hope this helps. Thanks.

[Erik Gunther2]

Some additional information that may be helpful. Type "Number Maintenance" in the Filter Navigator.

Open the record (click "i" and click the button "Open Record").

Click "Show Counter". This shows you the last value used. You can adjust it if you need to change the next number so the system does not attempt to provide a Number value that already exists in the system but receives an error due to the unique field constraint. 

I hope this helps. Thanks.