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

Article Id: 49339

Status: Published

Updated On: 14-02-2018 07:59

Legacy Id: TEC574943

Products:

CA IT Asset Manager , CA Software Asset Manager (CA SAM) , ASSET PORTFOLIO MGMT- SERVER , SUPPORT AUTOMATION- SERVER , CA Service Desk Manager - Unified Self Service , KNOWLEDGE TOOLS , CA Service Management - Asset Portfolio Management , CA Service Management - Service Desk Manager

Issue/Introduction:

Description:

This document explains why ticket reference numbers may not be consecutive when created in CA Service Desk Manager.

Solution:

In order to minimize SQL requests against the key_control table, the system will reserve six ticket numbers in memory and increment the next ticket number by six in the key_control table. If all six are used in the session, the system will then allocate six more and increment the next ticket number in the table by a further six.

Service Desk Manager ticket reference numbers may be skipped if Service Desk is recycled or if a ticket creation is cancelled. If you start the system and open a new Call Request, Cancel it, then shut down the Service Desk Manager service - the next ticket opened will be +six more than the previous one.

CA Service Desk Manager was designed this way to minimize locking and I/O on the key_control table in the database. This improves overall performance.

Environment:

Release: UAPMAC990JPP-12.6-Asset Portfolio Management-Asset Configuration
Component: