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

Products

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

Issue/Introduction

A new Service Point functionality, Service Point - Ability to Filter "My Tickets", was introduced in 17.3 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

CA Service Desk Manager 17.3 RU19

Resolution

Solution is provided in the latest RU23 patch