Need Resolution for the Error in the browser after submitting a catalog item request

Appu2 · ‎10-03-2023

Hi, whenever I am trying to submit a new catalog item request it is giving me the error on browser "Unique Key violation detected by database ((conn=2340976) Duplicate entry '3454b5a31b65b910cfe2a827bd4bcb8a' for key 'PRIMARY')"

I haven't created aby business rules for this item but the drop down values for variables on form are coming from the table. Can anyone help me with the resolution of this error? Because of this error even the flow is not executing which I created for this item.

Hemanth M1 · ‎10-03-2023

@Appu2 ,

Look for all the before business rules runs on sc_req_item and sc_request check for current.insert or current.update in the script logic.

Easy way to find is :

Go to >business rules,

Filter conditions:

when -before

table - sc_req_item or sc_request

script contains>update or insert

verify if any BR exist, if you find deactivate and verify.

Accept and hit Helpful if it helps.

Thank you,
Hemanth
Certified Technical Architect (CTA), ServiceNow MVP 2024, 2025

View solution in original post

Appu2 · ‎10-03-2023

Sure I was about to do that.

It was because of a BR only which was written on sc_req_item table, before insert/update was selected and in the script they were using .update() because of that it was throwing the error. Once I deactivated it then no error came up.

It was the resolution which you mentioned so that helped me figuring it out. Thanks alot!

Appu2 · ‎10-03-2023

One quick ques: What can be used in the script other than .update() if that BR which I deactivated is needed for some reason?