Symptoms

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Duplicate records (same 'Number' value) in the Service Desk [new_call] table. This can be reproduced using these steps:

1. Log into an instance
2. Ensure the plugin 'Service Desk Call' has been activated.
3. Go to new_call.list
4. Create a new record then 'Save', make a note of the number.
5. Go to new_call.list
6. In the breadcrumbs filter, search for 'Number' is '<NUMBER>' // Number from STEP 4
7. Click on 'New'

Release

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All

Cause

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This behavior is by design. More information can be found in the doc titled Filters and breadcrumbs

"Clicking the New button in a filtered list automatically applies the same filter to the new record. For example, clicking New in the Resolved Incidents list opens a record preset with State set to Resolved. In a list filtered for active, priority 1 incidents, clicking New opens a record preset with Active selected and Priorityset to 1 - Critical.

You can change the preset values on the form as needed. If there is a field you do not want to have populated in this way, you can add the following dictionary attribute to the field: ignore_filter_on_new=true."

Resolution

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If there is a field you do not want to have populated in this way, you can add the following dictionary attribute to the field: ignore_filter_on_new=true.