For: Admins and Managers
Fix "Case reference ID is already in use"
Why a new case can't use a tag ID that belongs to another case or a recently deleted one, and what to do.
In this article2 sections
You save a new case and see "Case reference ID is already in use. Please choose a different one." The case isn't created.
Why it happens
Each case in your hub has its own Tag IDTag ID A permanent label you give a case, such as rear-end-2026, also shown as Reference ID and used in imports., shown as Reference ID in the Lobby. No two cases can share one, and it can't be changed later. The one you typed belongs to:
- Another case, open or closed. Tag IDs are saved in lower case, so Rear-End-2026 and rear-end-2026 are the same.
- A case you deleted recently. A deleted case keeps its Tag ID until it's fully removed in the background, which takes a while.
In the Lobby's Create Case, the Reference ID is filled in from the title as you type it, so two cases with the same title get the same one. A row in a cases import fails for the same reason.
How to fix it
- Find the case that has it. In Cases, type the Tag ID into Search cases... on Active, then on Closed.
- If it's the same matter, use that case instead of creating another.
- Otherwise, choose a different Tag ID, such as rear-end-2026-2. In the Lobby, change the Reference ID after typing the title, or use the button beside it to fill in a random one.
- If it belonged to a case you've just deleted and you need that exact Tag ID, try again later.