In Service Portal, record number gaps may be generated even when a new record is created properly. For example, if two new incidents are created one just after the other within the same session, one is generated as INC00001 and the other as INC00003, therefore INC00002 gets skipped.
This only happens within the Service Portal and when the system property "glide.itil.assign.number.on.insert" is set to "false".

Steps to Reproduce


1. Login as administrator in a pre-Madrid instance.
2. Make sure Service Portal plugin is active.
3. Make sure no other user session is active, so that you are the only user creating records.
4. Create a new Incident from the Service Portal. Fill the form with all mandatory fields, and press Save.
5. Repeat previous step 4 to possibly notice a new record numbering gap.


This issue is fixed in Madrid. There is no workaround applicable. Please review the Fixed In section to determine the latest available patch your instance can be upgraded to.


Related Problem: PRB1034698

Seen In


Fixed In


Associated Community Threads

There is no data to report.

Article Information

Last Updated:2019-11-12 15:06:11