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  • 1.  Incident numbers did not increment after transfered tickets

    Posted Apr 20, 2012 02:59 AM

    so I ran the big bad script to transfer over closed tickets. 

    except when I create new tickets in my sd 7.1 sp2 the ticket numbers are starting over at 1 instead of at my last ticket which ws 1900. 

     

    any quick fixes? 



  • 2.  RE: Incident numbers did not increment after transfered tickets

    Posted Apr 20, 2012 08:51 AM

    What did you transfer your tickets from? Are these migrated incidents? If so, the imported or migrated incidents actually have a different numbering scheme usually starting with SDM-xxxxx whereas the tickets in SD will start with IM-xxxxx, etc.



  • 3.  RE: Incident numbers did not increment after transfered tickets

    Posted Apr 20, 2012 03:00 PM

    update

    migrate my IM tickets from old 7.1 sp1 help desk to clean sheet 7.1 sp2 help desk

    The Scritp from Symantec only adds [ ] to start and end of tickets, so they are [IM-000000]. 

     

     



  • 4.  RE: Incident numbers did not increment after transfered tickets
    Best Answer

    Posted Apr 20, 2012 03:01 PM

    fix 

    published fix to this that should be in the KB with the SQL transfer script - update script from Symantec support 

     

    first run the following to find the last ticket created on the old help desk 

     

    select distinct ReportProcessID from ReportProcess

    where ReportProcessID like '%IM%'

    order by ReportProcessID asc

     

    once I knew where the lsat number was I padded the number a little bit and ran it to update 

     

    UPDATE ReportProcessGenerator
      SET [LastUsedIdentity] = 2500
    WHERE Type = 'IM-'

     



  • 5.  RE: Incident numbers did not increment after transfered tickets

    Posted Apr 20, 2012 03:31 PM

    Ok, now I got it.