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Begin ticket numbers with INC or REQ

To better identify a true incident versus a service request I would like to request the ability to create tickets starting with INC00000 for incidents and REQ000000 for requests. This would allow for quicker identification of incidents vs requests.

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Status: None

Comments

pfirman

And CHG for changes!

lujoki

Agreed...

markdavidboyd1

This is an excellent idea too!

caitken

This request needs more attention.

jasonfz

This would be helpful. We worked around this by having support change our starting ID for each type to a large integer. So for example, problems started at 1000000, changes at 2000000, releases at 300000. This way, an incident is identified in that it is less than 7 digits (we are currently in the 38000 range) whereas a problem record would be 1xxxxxx, changes 2xxxxxx, etc. Its not perfect but was better than the out of the box setup which did not use distinct numbering between the types and did not allow for prefixing.

benlacasse

or let us create our own prefix

tobyw_loop1

Upvoted

mark01010

What is the status of this request?

mauricio330

that will be a cool feature !

alphabits

No idea why the system was not built this way to begin with. Why are requests prefixes INC? So strange.

klee2

This request has been over 2 years and no progress, why is it taking such long time to implement? According to this Change the Web Help Desk ticket numbering (site.com) , starting value can be reset easily. What's big difference between SWSD and WHD? Aren't they using backend database that index value can be reset using similar script? Rather than waiting feature request implementation which has no ETA at all, can it be a per site on-demand request to SW support to perform such a change when needed?

rakeshs

Looks like this request has 58+ upvotes. Could this be considered?

joeybrown

Hi all, we are starting to work on a new design for this problem that will do a couple things:

Change the menu labeling from Incidents to Tickets (in the future we will want to allow you to change it to anything you want. You can do this with ESM right now but we are looking to bring it to non-ESM accounts)
Introduce quick filters that will be two buttons one labeled incidents and the other service requests. These would live in the white space above the index and allow you to easily switch between the types in the index. Clicking on one would also update the filters in the edit view list so a view can easily be saved. This would be the first things we introduce as quick filters but want to introduce more in the future like assignee, state, etc so the agents can quickly filter without needing to edit the view.
Update the little grey book icon on the title that indicates that its a service request to something more intuitive and easy to understand. Something as simple as a SR symbol before the title.

These are some ideas that we are working on right now but I would love the feedback from the group if something I mentioned doesn't make sense.

Note: The screenshot above is the design we are working on right now and can change between now and development.

tobyw_loop1

Thanks for the feedback on this, looks like that will help a lot!

OtisRaven

Any update on this? It will help a lot if we can determine the type by just looking at the ticket numbers INCxxx for Incident, CRxxx for changes and SRxxx for Service Request