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:
- Go to 'Service Desk' > 'Sequence Numbers' on 'Administration' tab and open "Request/Incident/Problem Num". Add "HD-" as the Prefix.
- Create some tickets.
- Log into Service Point and open "My Tickets" tab. Select "Ticket ID" as the Search Criteria.
- Type "HD-" and search.
--->
All tickets with "HD-" will be displayed.
- 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.