Number Maintenance

[hiroyasutakeda]

Dear ServiceNow Developers

      I made a custom incident table which was extended from the ServiceNow's default incident table.And as   an index number of the incident report, I made a column "Call_ID" which is my custom column(please see picture 3), not a column of the default incident table. And I set   the function "GetNextPaddedNumber" on this column     so that   "Call_ID" increases one by one automatically (please see picture 3). And I entered into the "Number Maintenance" page and register the record whose prefix is "V"(please see picture 4).

[My Question]

      When I make an incident report, one report has two   numbers of "Call_ID". One is in the field "Call_ID", the other is in the hader of a report(please see picture 1&2). I cannot understand   the reason of the double counting(duplication) and   I hope   both   numbers show same value.

    What should I do? How can I change   the header of the repor? Please show me the answer.

[picture1 : picture of incidents]

[picture2 : picture of the incident report "V0000000011"]

[picture3 : picture of the definition of the column "Call_ID"]

[picture4 : picture of the definition of the number maintenance "V"]

Best Regards, Hiroyasu Takeda

[varads_kulkarni]

The reason for duplication is a column named number ( label : Number ) on the parent table incident. As this field also has default value set to "GetNextPaddedNumber".

Could you please tell me the business necessity to create a new column Call_Id when you already have a OOB field number to take care of number maintenance. If you can manage it with already available Number field, I would suggest you to get rid of Call_id field.

[hiroyasutakeda]

Dear Varad

    Thank you for your answer.

>Could you please tell me the business necessity to create a new column Call_Id

  Because I wanted to use the prefix   "V". The default prefix is "INC".

So I change the column "Number" definition of my custom table as follow.Delete the function "GetNextPaddedNumber".

[picture7 : picture of the definition of the column "Number"]

And I entered into the "Number Maintenance" page and delete the record whose prefix is "INC".

But duplication happens and still remains. As you said, I should use default column "Number", not make the column "Call_ID".

Best Regards, Hiroyasu Takeda

[varads_kulkarni · Accepted solution]

Hi Hiroyasu,

Dont modify the dictionary for the Number. Keep it as it is with GetNextPaddedNumber.

Just Delete the Call_ID field.

And make sure you have an entry in Number Maintenance table for the new custom table that you have created with Prefix as V

After the above steps set the Number field as display on the new table.

[hiroyasutakeda]

Dear Varad

    Thank you for your quick and kind answer.

Following to your instruction, I deleted the column "Call_ID" and recovered the setting of the column "Number" as its original.

And I found that the Numbers of the incident reports increased one by one.

Your answer meets my requirement.Thank you very much.

Best Regards, Hiroyasu Takeda