How to set the base/starting ticket number used by CA Service Desk Manager (CA SDM)

Document ID : KB000018509
Last Modified Date : 14/02/2018
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How to set the base ticket number used by CA Service Desk Manager (CA SDM)


CA SDM uses the MDB KEY_CONTROL table to assist with ticket numbering.

Following procedure can be followed if there is a need to change the base/starting number used by CA SDM:

  1. Make sure to take a good back up of the CA SDM MDB

  2. Run the following command to extract the Key Control table

    pdm_extract Key_Control > keyctrl.txt

  3. Open the keyctrl file with Notepad.

  4. You will find information as follows:

    TABLE Key_Controlid key_name key_value{ "151" ,"crkey.ctl" ,"20" }{ "154" ,"chgkey.ctl" ,"14" }{ "155" ,"isskey.ctl" ,"0" } 
    crkey.ctl is for Request ticket numbers
    chgkey.ctl is for Change Order ticket numbers
    isskey.ctl is for Issue ticket numbers

    You need to modify the number next to crkey.ctl to the number you want to.

    For example { "151" ,"crkey.ctl" ,"1000" }. This change will mean that CA SDM Request ticket types will start numbering from 1000.

  5. Save the file.

  6. Run the following command:

    pdm_load -f keyctrl.txt

  7. Restart the CA SDM service