SAP Knowledge Base Article - Public

3768805 - Case Cannot be Created due to Display ID Duplication. Adjust the Number Range Configuration and Try Again Error in Case Auto Creation Monitoring

Symptom

In the email to case scenario, the error message Case cannot be created due to display ID duplication. Adjust the number range configuration and try again is displayed in the case auto creation monitoring.

Environment

SAP Service Cloud Version 2.

Reproducing the Issue

  1. Logon to your SAP Service Cloud Version 2 environment.
  2. Click on the User Profile.
  3. Click System Settings.
  4. Navigate to All Settings.
  5. Click Case Auto Creation Monitoring.
  6. See the error message for the recent email to case conversion.

Cause

The error message Case cannot be created due to display ID duplication. Adjust the number range configuration and try again means that when an email is received, the system is trying to create a new case but it cannot be created because the generated case ID is already duplicated or reserved.

If the scenario involves tickets which have been migrated from V1 to V2, it could be that several case IDs were already reserved in V2, because of this, when a new case is created the system attempts to use an ID that already exists from the migration.

Resolution

To resolve this error, you can adjust the Number Range settings under the Case settings, making sure that the system continue to create new cases after the last migrated ticket ID, so as example, if the last migrated ticket ID was 355261, then the number range should be set as such that it would start from 355262 and so on.

Keywords

Case, Ticket, V1, V2, Migration, Migrated, Cases, Case Auto Creation Monitoring, Error Message, Error, Number, Number Range, ID, IDs, Case cannot be created due to display ID duplication. Adjust the number range configuration and try again, Case cannot be created due to display ID duplication, Adjust the number range configuration and try again, Duplicated, Reserved, Version 2, SAP Service Cloud Version 2, , KBA , CEC-CRM-CAS , Case Management for SAP Sales/Service Cloud , CEC-CRM-NR , Number Range for SAP Sales/Service Cloud , Known Error

Product

SAP Sales Cloud and SAP Service Cloud Version 2 all versions ; SAP Service Cloud Version 2 all versions