How are CA Service Desk Manager (CA SDM) ticket numbers generated?

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Article ID: 32068

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Updated On:

Products

CA Service Management - Service Desk Manager CA Service Desk Manager

Issue/Introduction

Whenever a CA SDM ticket is created, there is a ticket number generated.  How does this work and how large can ticket numbers be?

Environment

Service Desk Manager
All Supported Operating Systems

Resolution

A CA SDM ticket number is generated via the Key_Control MDB table.

What happens is the table stores the most recent number to be assigned in sequence for the next CA SDM ticket to be generated. When a ticket is to be created, it will be given that number from Key_Control in sequence and the value in the table is incremented. The given numeric limitation in Key_Control, as an integer value, is defined in SQL Server as 2^31-1 or 2,147,483,647.

In CA SDM, one can navigate to the Administration tab -> Service Desk -> Sequence Numbers. This functionality is where one can add a specific prefix or suffix to Change Orders, Issues, or Requests/Incidents/Problems. When any of the given CA SDM tickets are created, the assigned ticket number in sequence from Key_Control then has the prefix and suffix added.

Example: prefix can be "req-" for request, and suffix can be "-2015" for the given year. Adding to a ticket number generated from the Key_Control (i.e. 1234), the resultant CA SDM ticket number (i.e. "req-1234-2015") is stored in the given Issue, Change Order, or Request table under the corresponding ref_num field.

The ref_num fields per table are nvarchar(30), indicating a string length of maximum 30 characters.

Once a ref_num has been allocated for a given ticket during creation, if the ticket is cancelled, the allocated ref_num is lost, and its expenditure is not logged at all within SDM.

Additional Information

How are ticket numbers allocated? Why are there sometimes small gaps in the consecutive ticket numbers?

How do we add the prefix and reset the sequence numbers for the tickets?

How to set the base/starting ticket number used by CA Service Desk Manager (CA SDM)