Establishing Support Structure › Sequence Numbers

Sequence Numbers

When a ticket is opened, it is automatically assigned the next available sequential number. For example, if the last request opened is 5, the next one is assigned the number 6.

Important! After you install a new version of CA SDM, the internal record ID for all tickets is reset to 1. To help ensure that duplicate record IDs are not created, do not create tickets before restoring any backed-up data.

You can customize how requests, change orders, and issues are numbered by including a unique prefix or suffix in the numbering scheme for each one. For example, if you want to track requests by month, you can add a month identifier as a prefix or suffix to the request numbering scheme.

Note: For information about how to customize the numbers assigned to tickets using the administrative function of the web interface, see the Online Help.

Because you define a separate numbering scheme for each type of ticket, set up numbering schemes for all service desk models. You can control the format of the numbering of requests, change orders, and issues by changing the Sequence Number settings. By default, new tickets are numbered using consecutive integers. Because the number field of a ticket is actually a string field and not numeric, you assign additional string values to use as prefixes or suffixes when the ticket number is generated for a new ticket. For example, you can specify r:, c:, and i: for prefixes for requests, change orders, and incidents. This setup lets users easily differentiate between the various ticket types and prevents confusion.

Incidents and problems share numbering schemes with requests, because incidents and problems are internally different types of requests.