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.

[Giri6]

Thanks Jaspal. I have two different ticket numbers created with same content. will check first

[sachin_namjoshi]

To avoid this issue in future, Create the business rule as described in the "Enforcing unique numbering" from the link below.

https://docs.servicenow.com/bundle/kingston-platform-administration/page/administer/field-administration/concept/c_EnforcingUniqueNumbering.html

When you select the table for the BR, select the TASK table. This will allow the BR to run on all numbering tables that extend from the Task table (Incident, Request, Problem, etc). Anyone that creates a new record will have this before insert rule determine if the number is the next number in line and not a duplicate of a previous one.

You can test this out in any sub-production environment by changing the Number Count for that table back one number and creating a new record. The BR will find that the number has been used and will automatically bump it to the next number available.

Regards,

Sachin

[Giri6]

I have two duplicate tickets with different numbers both created apart few milliseconds with exact content.  hundreds of changes are created without any problem. Only one incident reported with this issue. Here are the details on created time stamp. I also don't see any business rule for this with current.insert or update

2020-06-29 18:38:16 CHG0042788
2020-06-29 18:38:22 CHG0042789

[sachin_namjoshi]

Did you checked node logs to find out root cause?

Node logs will give you all code which ran during this timestamp which caused this issue.

Regards,

Sachin

[Giri6]

Good to know these node logs. I tried searching for both. The lower number ticket does not have any information. I can find in the logs higher number ticket's sys id as well number. customer also said he only create second one not the first one. I

It is possible that he submitted and somehow system created new one with copy of those fields.