Understand Ticket Number Generation

Ticket numbers are a combination of Case ID and Ticket ID which becomes the unique identifier for a Ticket. The format for the ticket number is Case ID-Ticket ID. The application generates ticket numbers and cannot be edited.

Different ticket types follow a fixed Case ID convention. For example:

100 for Service Request

200 for Change Requests
300 for Incident Tickets
400 for Problems
500 for Task Tickets

You can enable the configuration parameter REQUIRE_CASE_ID_GENERATION_FOR_ALL_TICKETS to control Case ID generation for tickets. If the configuration parameter is set to No, different ticket types follow the fixed Case ID convention as mentioned. If your Case Id is a fixed, the maximum number of Ticket IDs generated for each case is 2147483647. For example, the maximum Ticket number for an Incident ticket can be 300-2147483647 (Case ID-Ticket ID).

If the configuration parameter is set to Yes, a unique Case ID is generated for all ticket types. Also, an incremented value of the case id is displayed for new tickets. The maximum Case ID can be 2147483647. For example, the largest ticket number can be 2147483647-2147483647.

Follow these steps:

Navigate to MANAGE> ADMINISTRATION, and Tools.
Click Configuration Parameters and search REQUIRE_CASE_ID_GENERATION_FOR_ALL_TICKETS.
Click the parameter and set Parameter Value.
Click Apply Changes.