Request Number Gaps

Products

• CA Service Desk Manager
• CA Service Management - Service Desk Manager

Issue/Introduction

Using the Service Desk application, if you view a listing of ALL requests that have been opened, you may notice a sequence of request numbers in which there are "gaps" in the listings.  What causes these gaps in ticket enumeration?

Environment

Release: 14.1 or higher
Component:  CA Service Desk Manager

Resolution

The reasons for the gaps can vary, but these are the most common reasons why request listings may present sequential gaps.

• Certain requests may have been closed immediately on opening; the missing request will likely appear by searching for Inactive requests.
  
  
• Your end user may have a data partition that disallows access to certain requests; data partitioning prevents end users from seeing certain aspects of the service desk data based on certain conditions defined in the Data partition.
  
  
• Requests had been opened by an analyst, but was cancelled before the request was saved.
  
  
• In the last case, when a request is opened, then cancelled without being saved, the number that was assigned will not be reused. This is intentional to prevent request number allocation conflicts for concurrent users.
  
  
• On a similar note, when one starts up service desk, a buffer set of about 10 numbers are stored internally to allocate for requests. When Service Desk is recycled, these stored numbers are also lost and a new bank of numbers acquired on completion of recycle.