Why are there gaps in the sequence of incident reference numbers?
Incident Reference Numbers
Note: Similar gaps are possible in all record types (i.e. answers, contacts, organizations, etc.).
Gaps in incident reference numbers can occur when:
a. An agent begins to create a new incident, but then cancels and does not save the record.
b. An incoming email is discarded based on a workflow rule 'do not create' action.
c. A record has been deleted.
When a new incident is created, its reference number is unique and is not reused should the author decide not to save this new incident. Additionally, the application does not adjust the sequence of incident reference numbers to eliminate breaks in the sequence.
Such gaps do not affect reporting, as reports concerning incidents only take into account the incidents that were created and subsequently saved as active records.
Therefore, should you see gaps in your incident number sequence, and want to make sure there are no incidents that need attention, simply do a search on all incidents regardless of their status, disposition, product, category or who they are assigned to. Then order the report by incident number. Any gaps will be incident numbers that were not used, and where no incident was actually created. This will also show you any incidents that have been created that still need attention.
An additional place to look when reviewing gaps in reference numbers is the deleted records table. This allows you to view any records that may have manually been deleted from the application. For more information regarding this option, please see Answer ID 2460: Determining who deleted records from the application.