Duplicate REQ with no information are created for every REQ

[jlaps]

We recently had a large project complete from a third party for our portal, and we just noticed this odd behavior where a second REQ is being created for every request, but this second REQ does not have any RITM associated and gets CLOSED INCOMPLETE. We are not sure where to begin to check for where this is coming from since the one REAL one seems fine. Ideas on what to check?

[Tim Deniston]

Is there workflow or flow associated to the "empty" REQ? 

[jlaps]

There is, but its exactly the same as the one that "works"-

Blank REQ-

Working REQ-

Two REQs are being triggered, but only one has the info and is being processed (correct) and we need to prevent the second one from creating at all... somehow.

[Tim Deniston]

Are these being submitted by a user in the portal or a user in the classic view or a user in Workspace? Is there automation creating them (REST API) or inbound email action? 

Depending on the answer, these articles might help: 

• https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0749064
• https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0743785

[jlaps]

These are being submitted through the Employee Center portal only. Checking your linked articles- thank you!