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

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
• CA Service Desk Manager
• CA Service Management - Asset Portfolio Management
• CA Service Management - Service Desk Manager

Issue/Introduction

Description:

In service desk we can add a prefix to ticket type and also can reset the count.

Solution:

To add prefix please follow the below steps: (ex: for requests):

1. Login to service desk as a Administrator.
   
   
2. Click on the Administration tab.
   
   
3. Click on the Service Desk->sequence numbers.
   
   
4. Select Requests/Incidents/Problems.
   
   
5. Click on edit, In the prefix section enter "01"- and click on Save.
   
   

Note: Setting "01" will set you back to "01". Some clients have a need to start at 100, 1000, or 10000 in which case you would set the prefix to the number desired.

To reset the count to 1 please follow the below steps:

1. In the command prompt type the below query and take an extract of the Key_Control table:
   

   pdm_extract Key_Control > ctl.txt

2. Please take a backup of this file.
   
   
3. Edit the file with a notepad.
   
   
4. Change the values for key_value column to 1 for crkey.ctl
   
   
5. Save the file.
   
   
6. Run

   pdm_userload -f ctl.txt

7. Restart Service Desk.

Environment

Release:
Component: ARGIS