Two records from different tables with the same name is causing ambiguity - Support and Troubleshooting

Two records from different tables with the same name is causing ambiguity Description  Two records from different tables with the same name is causing ambiguity

Release or Environment All available releases

Cause The number maintenance in the instance could be different from OOB ones. In out of the box instances, no two table would share the same prefix. Say prefix for the table task is TASK, SCTASK for catalog tasks, CHAT for chat queue entries etc. It might have been modified in the instance. Since these records are auto numbered this is expected. The user can verify the same by navigating to the following link and checking the prefixes for the tables. https:// .service-now.com/sys_number_list.do Resolution In order to resolve the issue, the user need to have unique prefixes set for the affected tables. They can set the out of the box prefixes to avoid other ambiguities. To change the same, the user will need to edit the prefix values for the corresponding tables by going to the sys_number table. In order to change the prefix of the existing records, one can make use of the following code in the background script. For example, to change sc_task records' prefix from TASK to SCTASK, the following script can be used. ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ //Query for the table records var rec = new GlideRecord('sc_task'); rec.addEncodedQuery('numberSTARTSWITHTASK'); // Add this line so if you run this script again you will not affect already converted records. rec.query(); while(rec.next()){ //Change the number prefix from 'TASK' to 'SCTASK' rec.number = rec.number.replace('TASK', 'SCTASK'); rec.setWorkflow(false); //Do not run business rules rec.autoSysFields(false); //Do not update system fields rec.update(); } ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ If you have a large amount of records to be adjusted you can run this in small batches, utilising the the setLimit function. Add this before rec.query(); rec.setLimit(10000); This will then only update 10000 records, then if after completed you run again it will go another 10000. You can adjust this number to whatever works for you. Additional Information Do not run the script on the production environment first. Ensure testing is first carried out on a developer instance. Only after verifying this is working as expected should you proceed to execute this in production.

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