Error when creating a new incident: 'unhandled system exception: initialization rule for incidentNumber failed: Attempted to divide by zero'

Version 1

    Details

    Error when creating a new incident in HEAT Service Management:  Unhandled system exception: initialization rule for incidentNumber failed: Attempted to divide by zero


    Resolution

    To resolve this issue do the following:

    1. Check if IncidentSurveyFreq in Global Constants is set to '0'. Every incident initialized is attempting to divide by this value, so it may not be zero.
    2. If IncidentSurveyFreq has been set to 0 in order to disable surveys, then disable the survey trigger instead (either the business rule on the Incident object, or the Survey Workflow in the Incident object)