Unable to search for tickets by Ticket ID without the prefix in Service Point
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Unable to search for tickets by Ticket ID without the prefix in Service Point

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Article ID: 257260

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Updated On:

Products

CA Service Desk Manager

Issue/Introduction

A new Service Point functionality, Service Point - Ability to Filter "My Tickets" has been introduced by RU19.

If a prefix is set as a part of ticket sequence number, e.g. "HD-" and search for the Ticket ID without the prefix in 'My Tickets' search, no ticket will be searched.

STEPS TO REPRODUCE:

  1. Go to 'Service Desk' > 'Sequence Numbers' on 'Administration' tab and open "Request/Incident/Problem Num". Add "HD-" as the Prefix. 
  2. Create some tickets.
  3. Log into Service Point and open "My Tickets" tab. Select "Ticket ID" as the Search Criteria. 
  4. Type "HD-" and search.
    --->
    All tickets with "HD-" will be displayed.
  5. Type ticket number without the Prefix. 
    e.g. To search for a ticket with the ID "HD-26", type "26".
    --->
    No ticket will be displayed.

Environment

Release : 17.3 RU19

Resolution

The problem can be fixed by RU20.

Additional Information

Solution: CA Service Management 17.3.0.20

Install Prerequisites for CA Service Management 17.3.0.20