Service Now Auto Creation of Empty Incident & Category Update

[bhardwajm]

Hello Team,

1.While creating incidents our SNOW instance is auto creating one new blank incident , Can anyone help in htis regard, how to fix this issue.

2.Another issue ticket category is auto changing to a network category irreseoective of any category we are giving while creating ticket.

Kindly help 

In screenshot one blank incident is created alongwith  ticket having data

[Dr Atul G- LNG]

Hi @bhardwajm 

Could you please check if there are any Business Rules on the Incident table?

Also, check whether there are any Client Scripts, UI Policies, Flows, or Integrations that are changing the Network Category field.

[Tanushree Maiti]

Hi @bhardwajm 

1)

• First check new blank INC's created by .If tickets come via email or REST API, check if the payload triggers double-creation logic.

• Look for active Before Insert or After Insert Business Rules on the incident table that call current.insert() or initialize a duplicate GlideRecord('incident') incorrectly.

2)

• Look for Before Insert Business Rules containing scripts like current.category = 'network'; which override user input.
• Search for OnLoad or OnChange Client Scripts on the incident form that force the category value to "Network".
• Navigate to Data Lookup definitions to see if a rule matches another field (like Configuration Item, Service, or Assignment Group) and automatically overrides the category.
• Check if any Predictive intelligence solution is defined to auto populate categoty