question Duplicate Knowledge number in Virtual Agent forum

Duplicate Knowledge number

SHUBHAM78 — Tue, 16 Jun 2026 11:45:18 GMT

Hi All,

As i have seen there are mostly two KB number with the same number but having different sys id. In which one is published and other is retired or Outdated. If this is a normal behavior in ServiceNow. Where i can find the script or OOTB feature or workflow as evidence to support this behavior.

Re: Duplicate Knowledge number

PoonkodiS — Tue, 16 Jun 2026 11:51:10 GMT

Hi @SHUBHAM78

Two Different Knowledge Articles have the same KB Number - Support and Troubleshooting - Now Support Portal

Its a normal behaviour

Re: Duplicate Knowledge number

Mark Manders — Tue, 16 Jun 2026 11:51:17 GMT

From the looks of it, you have versioning on, so yes, this is expected behavior. When a new version is published, the old one gets retired. The number stays the same.

Re: Duplicate Knowledge number

Tanushree Maiti — Tue, 16 Jun 2026 12:34:42 GMT

Hi @SHUBHAM78

Refer: KB1220880 Two Different Knowledge Articles have the same KB Number

Resolution

Although it's rare, this issue can happen when the Knowledge Articles are in different Knowledge Bases.

Unique numbering is not enforced on the platform by default.

To fix this, you can create a Before Insert Business Rule on the Knowledge Table (kb_knowledge) to ensure the new number is not already in use.

Please find the documentation with more details about this behaviour:

https://docs.servicenow.com/csh?topicname=knowledge-article-duplicate-numbers.html&version=latest

To enforce unique numbering, please find the guidance in the following documentation:

https://docs.servicenow.com/csh?topicname=c_EnforcingUniqueNumbering.html&version=latest

Re: Duplicate Knowledge number

Tanushree Maiti — Tue, 16 Jun 2026 12:35:22 GMT

Hi @SHUBHAM78

Also check this: https://www.servicenow.com/community/itsm-forum/duplicate-knowledge-article-numbers/m-p/3476493