Edit a Sequence Number Format

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casm1401
Contents
Sequence Numbers
HID_Sequence Numbers
Sequence numbers define the format for your ticket numbering scheme. You can modify the predefined sequence number formats, but you cannot create new ones.
CA SDM treats the number format as a character string, not as a sequence of numbers. Therefore, when you load tickets into CA SDM from another system, assign a unique prefix or suffix so that existing tickets are not inadvertently overwritten.
When a ticket is opened, it is automatically assigned the next available sequential number. For example, if the last request opened is 5, the next one is assigned the number 6.
After you install a new version of CA SDM, the internal record ID for all tickets is reset to 1. To help ensure that duplicate record IDs are not created, do not create tickets before restoring any backed-up data.
You can configure how requests, change orders, and issues are numbered by including a unique prefix or suffix in the numbering scheme for each one. For example, if you want to track requests by month, you can add a month identifier as a prefix or suffix to the request numbering scheme.
Because you define a separate numbering scheme for each type of ticket, set up numbering schemes for all service desk models. You can control the format of the numbering of requests, change orders, and issues by changing the Sequence Number settings. By default, new tickets are numbered using consecutive integers. Because the number field of a ticket is actually a string field and not numeric, you assign additional string values to use as prefixes or suffixes when the ticket number is generated for a new ticket. For example, you can specify r:, c:, and i: for prefixes for requests, change orders, and incidents. This setup lets users easily differentiate between the various ticket types and prevents confusion.
Incidents and problems share numbering schemes with requests, because incidents and problems are internally different types of requests.
In Advanced Availability configuration, the ticket numbers are not in sequential order (may be out of order).
Edit a Sequence Number Format
HID_Edit Sequence Number Format
You can edit an existing sequence number format, but you cannot create new ones.
If multi-tenancy is installed, select the appropriate tenant from the drop-down list. The public (shared) option creates the object for all tenants. A tenant dropdown appears in the search filter. If you select <empty> in this dropdown, the search is public. A tenant column also appears on the list page.
Follow these steps:
  1. Select Service Desk, Sequence Numbers on the Administration tab.
    The Sequence Number Control List page appears.
  2. Select the symbol for the sequence number format to edit.
    The Sequence Number Control Detail page appears.
  3. Click Edit.
    The Update Sequence Number Control page appears.
  4. Edit the fields as needed:
    • Symbol
      The name identifying the sequence number format.
    • Prefix
      The character string that forms the first part of the ticket number.
    • Code
      The internal code name for the number format. Cannot be changed.
    • Suffix
      The character string that forms the last part of the ticket number.
  5. Click Save.
    The format definition is saved and the Sequence Number Format Detail page appears.