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

Document ID : KB000053614
Last Modified Date : 14/02/2018
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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.