Request Number Gaps

Document ID : KB000025534
Last Modified Date : 14/02/2018
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Using the Service Desk application, if you view a listing of ALL requests that have been opened, you may notice a sequence of request numbers in which there are "gaps" in the listings.  What causes these gaps in ticket enumeration?


The reasons for the gaps can vary, but these are the most common reasons why request listings may present sequential gaps.

  • Certain requests may have been closed immediately on opening; the missing request will likely appear by searching for Inactive requests.

  • Your end user may have a data partition that disallows access to certain requests; data partitioning prevents end users from seeing certain aspects of the service desk data based on certain conditions defined in the Data partition.

  • Requests had been opened by an analyst, but was cancelled before the request was saved.

  • In the last case, when a request is opened, then cancelled without being saved, the number that was assigned will not be reused. This is intentional to prevent request number allocation conflicts for concurrent users.

  • On a similar note, when one starts up service desk, a buffer set of about 10 numbers are stored internally to allocate for requests. When Service Desk is recycled, these stored numbers are also lost and a new bank of numbers acquired on completion of recycle.