Each time a create new Incident form is opened, it automatically increments the incident number irrespective of the check if there is a valid incident existing with the previous number. Can we lock this down so that it only increments if there is a v

[Zubair Jillani]

Each time a create new Incident form is opened, it automatically increments the incident number irrespective of the check if there is a valid incident existing with the previous number. Can we lock this down so that the number only increments if there is a valid incident with the previous incident number?

e.g. If I click on "Create New" under Incident, it open up a New record form view with INC0010679. Now if I click on "Create New" again, it opens up another form with INC0010680. Therefore the counter ticks and we end up with a lot of numbers missed in the sequence.

I am using Incident as an example here but this is true for other forms as well e.g. Change, request, Knowledge etc.

[Tony Chatfield1 · Accepted solution]

Hi ServiceNow have a solution here

Prevent numbering gaps (servicenow.com)

[zolly]

Set the glide.itil.assign.number.on.insert property to true.

This will make sure that only when incident is inserted the number will be inserted and counter incremented. You can also set the number field as read-only.