Duplicated Incident Numbers when using Transform Map

[xMTinkerer]

Hello,

  I am building an integration that makes updates to existing Incident records. We are only updating the State, Work Notes and Assigned To. I've created a temp table that extends the Import Set Row table and added 4 fields: State, Work Notes, Assigned To and Incident Number. In the field mapping, only Incident Number is set to coalesce.

However, when I insert new records to this temp table, I am getting new Incidents created with the same Incident Number (ex INC0010006). It was my understanding that the coalesce check box would ensure an update instead of an insert. So, why is my transform map creating an Incident with the same number instead of updating the existing incident?

Thanks!

  --- Nomad

[xMTinkerer]

Oh, I'm not opposed to using sys_id, but I suspect whatever is causing this "duplicate" incident issue is also causing the primary key violation. It is just that the DB allows for duplicates on Number, and not on sys_id.

[Mike Allen]

To answer one question, unique is an attribute in the dictionary now.   Just use the gear in the top left corner to expose it.

[xMTinkerer · Accepted solution]

Well, as it turns out, the gs.isInteractive() was returning "true" for our inbound requests. This was causing the out of the box "incident query" business rule to fire which was appending items to the Incident query. This query returned no records, so the system created a new Incident instead of updating.

We managed to work around this by adding the "itil" role because this prevented the business rule from firing. We're still not sure why the gs.isInteractive() is returning false though.