Duplicate Service Desk record numbers being created - Support and Troubleshooting

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

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

Cause 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 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.