Is it possible to store the not saved Service Desk Manager tickets in a database table to audit them?

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Article ID: 32820

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Updated On:

Products

CA Service Management - Service Desk Manager CA Service Desk Manager

Issue/Introduction

Is it possible to store the not saved Service Desk Manager tickets in a database table to audit them or is it possible to audit the sequence id number of the incident that is lost whenever it is not saved/discarded?

Environment

Service Desk Manager
All Supported Operating Systems

Resolution

This is NOT possible within Service Desk Manager.

The only possible way to keep the sequence number stored in the MDB database would be to not discard the created incident and instead to save it and close it immediately.

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)


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