ARERR 382 (Unique Index Violation) errors occur due to the reuse of the 'InstanceId' (Field ID 179) value (from the original CAI:Events record, which successfully created a fulfillment ticket) in subsequent fulfillment ticket creation attempts.

Two main causes of ARERR 382 errors are detailed below:

1) CAI:Events that failed with a ARERR 92 timeout error are reprocessed.

This can possibly result in ARERR 382 (Unique Index Violation) errors occurring due the previously timed out record creating a fulfillment ticket. The message ('Return Message' field) in the CAI:Events will look something like (example below for Work Order, but could affect Incident/Change as well):
 
Since the initial fulfillment record typically gets generated (even though the ARERR 92 timeout occurred), the Unique Index Violation occurs due to the reuse of the 'InstanceId' (Field ID 179) value (from the original CAI:Events record) in subsequent fulfillment ticket creation attempts.

2) In some AR Server versions (9.1.02 prior to patch 4, and 9.1.03 GA), ROLLBACK TRANSACTION is not removing records from the database.

Due to the ROLLBACK TRANSACTION problem (logged as Defect SW00525460), records that should've been removed from CAI:Events are left in the table, and retried again. These fail with a ARERR 382 error due to there already being a fulfillment item with the 'InstanceId' (Field ID 179) value being passed in CAI:EventParams.

3) Certain Filters being enabled can result in a 382 error occurring.

This has been logged as Defect SW00532141

This knowledge article may contain information that does not apply to version 21.05 or later which runs in a container environment. Please refer to Article Number 000385088 for more information about troubleshooting BMC products in containers.

For item #1 listed above, please see the attached document with details on how to update the Escalation:

CAI:EVT:CheckUnprocessedEvents

The Escalation will be updated for the upcoming 9.1.04 release.

For item #2 listed above, it can be addressed by applying the applicable AR Server updates:

9.1.02 Patch 4
9.1.03 any AR Server hot-fix or Patch 1

For item #3, please check the following:

- Filter WOI:WOI:ModifyWO_Completed_911_UseCAI`! can result in a 382 scenario. If Filter WOI:WOI:ModifyWO_Completed_911_UseCAINew`! is present on the server, the Filter WOI:WOI:ModifyWO_Completed_911_UseCAI`! should be disabled. This Filter being enabled can result in duplicate CAI:Events records to be created.

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ITSM CAI escalation CAI:EVT:CheckUnprocessedEvents should exclude CAI:Events records with Return Message Code of 92 (timeout). For Defect SW00532141, please see the attach Word document for details on the workaround.