how the Service Desk handle the request/incident sequence when it's canceled and not saved

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Article ID: 108932

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Updated On:

Products

SUPPORT AUTOMATION- SERVER CA Service Desk Manager - Unified Self Service KNOWLEDGE TOOLS CA Service Management - Asset Portfolio Management CA Service Management - Service Desk Manager

Issue/Introduction

How the Service Desk handle the request/incident sequence when it's canceled and not saved?

How the Service Desk handle the request/incident sequence when it's canceled and not saved?

Environment

CA Service Desk Manager 14.1.x / 17.1.x

Resolution

When you open a new incident, it count/create an incident number. However, if you cancel the incident, that number will not be used for the new incident opened next time.