Need Help in fixing different incidents with duplicate numbers

[Anastasia Ty-Ch]

Hi everyone, we just found out that our system allows different incidents with duplicate incident numbers. This shouldn't be the case because it would have a huge impact on our process. How can we fix this to avoid future tickets to have duplicate numbers? and Also, how can we fix those already existing incidents with duplicate numbers?

[Mark Roethof]

Hi there,

Have a look at the Number record for incident (System Definition > Number Maintenance). What number is it on? Then also look at the tables with that prefix, is it only Incident and INC or perhaps also an other table using INC? Anyway, what's the highest number for Incidents? Does that match your Number record? If your Number record is lower, correct it.

If my answer helped you in any way, please then mark it as helpful.

Kind regards,
Mark
2020, 2021 ServiceNow Community MVP
2020, 2021 ServiceNow Developer MVP

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[Anastasia Ty-Ch]

Hi @Mark Roethof, thank you so much for your response. I'm still new to ServiceNow so I am not familiar on how to check that. The reason I only found out is because I saw the duplicate incident on our queue and we need to fix it immediately. 

[Mark Roethof]

Assuming the number prefix of Incidents is INC:

System Definition > Number Maintenance
- Filter on prefix "INC"
- Is there only one record (incident?) or multiple? If multiple: that's bad practice and would make this situation a bit more challenging. Though let's assume it's only incident 🙂
- Open the record
- Click on the Related Link "Show Counter"

> What is the number shown?

- Navigate to your Incidents list, filter on the highest number

> Compare the highest number, with the number shown in the earlier Show Counter step

If the highest number is equal (or lower) to the Show Counter, your fine. If the highest number in the incident table is higher than the Show Counter, you have to update the Show Counter.

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Another situation might be, that the Incidents with duplicate numbers, are created differently. For example scripted, or through an integration. That might involve more investigation. Though first just have a look at the Number Counter.

If my answer helped you in any way, please then mark it as helpful.

Kind regards,
Mark
2020, 2021 ServiceNow Community MVP
2020, 2021 ServiceNow Developer MVP

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LinkedIn
Community article, blog, video list

[Anastasia Ty-Ch]

Hi @Mark Roethof so we found out that there are 9 duplicate numbers (total of 18 incidents) and all of them are already closed. Since it's already closed, we won't be touching those existing tickets anymore. But for the future tickets, how can we avoid this and make sure that we won't be having duplicate numbers anymore?