ServiceDesk

Hi,

Tried changing the ProcessID prefix in Project properties which is there in the file attachments but still generating the incident mangement ticket with process ID as IM-

Is something get overriding on the project.

Kindly help me on this issue?

Have you verified that your changes are actually published? Also, this will only affect NEW tickets; it won't change any existing ticket prefix.

Yes its published and also created new tickets for incidents still coming with processId as IM- 

it also helps to reset IIS, and also, in the project, click "Plugins" at the top and "Reset Cache" (do another republish following the cache reset).  these steps sometime correct some settings that get "stuck" in the application.  this has worked for me many times.

if this doesn't work and you're out of options, you can try this:

warning - if the steps in this next action aren't confirmed properly, a reinstall may be necessary to correct it.

i'm not sure how supportable it is - but you can try completely deleting the IncidentManagement virtual directory and then allowing the republish to rebuild the virtual directory from scratch.  i'm also unsure of the effect this will have on any outstanding tickets or workflows.  i usually only take this action as a last resort.

important ::  make sure you are deleting the same virtual directory that is listed in the "Publish Project" dialog of the project you're wanting to republish.  afterwards, complete the first steps listed above again.

Why are you attempting to change the process id prefix for Incident Management? You shouldn't be making any prefix changes to any of the default ServiceDesk modules (Change, Incident, or Problem). 

Hi sreedhar, 

Changing the Prefix in the Web form project will not change the Prefix for the Incident process. Since the Prefix for Incident Management (IM-) is basically generated from SD.IncidentManagementSimple (Workflow Type Project) and not from end user request web forms, From screenshot it seem you are trying to change it in Webform project

Also SD.IncidentManagementSimple Project is a locked Project from version 7.5 onwards. So Prefix for the Core Process like Incident, Change, Problem can't be changed. 

And if you are try to do this in prior version you can simply change Prefix in SD.IncidentManagementSimple Project in Project Property, Reporting Tab>Process Prefix.

Regards

Sandeep