Problem with duplicate tickets

[Giri6]

User reported that he created one change ticket, but found system created duplicate as he saw getting email.  I found exact content of two tickets with created  field with following

2020-06-29 18:38:16
2020-06-29 18:38:22

I am wondering if anyone saw similar behavior and any reason it could happen.  Also when I search logs for that date it shows 600,000. I can only choose date. How can I choose between two date/times. Appreciate it.

[Ashutosh Munot1]

HI,

There are couple of reasons

1) In business rule on change record that runs before insert or before update you might have used current.insert or current.update.

2) We had this issue on incident but then we solved it by making Number field as unique. We have unique field on dictionary on number field.

Thanks,
Ashutosh

[Giri6]

Thanks. I got duplicated but different numbers CHG0042788/CHG0042789. It is only one case it happened and there is always hundreds of new tickets created without this issue.

[Ashutosh Munot1]

HI,

yes then current.update and current.insert in some BR on that table.

Thanks,
Ashutosh

[Jaspal Singh]

Hi Giri,

This at times happens when User clicks on the button (Submit) twice within span of few milliseconds or seconds.

This results in Change (or any task) to be created with same number & same content but created time is different (difference of milliseconds or seconds) as in your case.

You can avoid this by following one of possible ways.

1. Disable the Submit button (once clicked freeze the button or make it non-clickable)

2. Use Unique (checkbox) for the Number field. Follow link for a check.

Point 2 would definitely ensure that there are no duplicate numbers but cannot ensure point 1 as these are 2 different things. Even I encountered the same & point 2 was followed which avoided duplicate with same numbers along with Point 1 i.e. to disable submit button once clicked (from portal).

In addition, if you try & do now it will NOT let you get the Unique checkbox set to True unless you clear the duplicate (Delete if not required or change the number to the latest sequential number).

Once done save the record & then try to get the Number to be Unique thus ensuring no duplicate numbers come in place in future.