Making this change on the requestID field value probably isn't the best route to use, or at least the format.
The field is limited to 15 characters and your customization is using up 8. This leaves only 7 numbers available for ticket number which results in a max of 10,000,000 tickets less 1 in your system. Sure the prefix changes, but the counter portion doesn't. Once you hit ticket ten million, your workflow overwrites the 1 and you now ether have a duplicate ticket number or you were saved by the prefix for a different company. At this stage the number of errors start. We use the instancID field to break things up by company and ticket type. The field is 38 characters and most values are only 30 characters in length. Brent... Sent from my iPhone, so typo's or funky words can and do happen! On Jan 30, 2012, at 6:28 AM, Chuck <cpg...@gmail.com> wrote: > You'll have to do it with code. > Look at the following Filter: > You will have to find the Filters and Activelinks that fetch the > Incident Number and then > create new code to change it when the number is retrieved. > On Jan 27, 11:18 am, Antonio Remedy <antonio.rem...@gmail.com> wrote: >> ARS Listers, >> >> Good afternoon. We're looking through the documentation and wanted to know >> if there is a way to create custom prefixes for Incident tickets via >> configuration. We're not sure if we can make this change via configuration >> or if this custom prefix must be created via code. >> >> Our 7.6.04 environment is a multi-tenant environment and we'd like to >> separate out each Incident by adding a company's abbreviation in the INC >> number prefix. Here's a sample of what we're looking to do: >> >> COMPANY ABBREVIATION SAMPLE CUSTOM INCIDENT PREFIX >> - ABC INC_ABC_001 >> - DEF INC_DEF_005 >> - XYZ INC_XYZ_007 >> >> Again, just wondering if this can be done via configuration and not via >> creating customized workflow. >> >> The idea/question popped up as the sample Incidents in 7.6.04 for Calbo >> have the following Incident prefix: >> >> INC_CAL_000123 >> >> Thanks in advance, >> >> ~Antonio >> >> _______________________________________________________________________________ >> UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org >> attend wwrug12www.wwrug12.comARSList: "Where the Answers Are" > > _______________________________________________________________________________ > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are" _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
