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

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


Article ID: 53614


Updated On:


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



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


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.


Component: ARGIS