ServiceDesk

I have found what I believe to be another bug or quirk in ServiceDesk. We have finalized a complete migration to 7.5 and everything has been working OK. With the migration we did move all of the old, closed tickets into the new system. The quirk/issue is that when we use the FInd Tickets web part in the main tickets page and enter an IM number, the ticket we're looking for isn't being pulled up but rather the migrated incident is (the one with the [ ]  around the IM number). We can get around it using the Manage Incidents tab but its kind of strange that the quick search is pulling up those older numbers when we don't explicity as for the [ ]  tickets. If we do enter a ticket with the [ ] in it the only incident that is always brought up is [IM-000001] no matter what number we enter.

Has anyone else seen this and is there a way to fix the query attached to the search? If not then perhaps a call to support to put in a bug report would be in order.

The quick search performs a like comparison returning a single result if it finds anything. Since the migrated incidents exist in the database tables ahead of any newly created incidents these incidents are what is going to be returned. 

The query in question isn't editable. Updating the IM- entry in the ReportProcessGenerator table to have a number higher then the # of incidents you migrated in would be the quickest option to make sure all newly created incidents don't contain the same process id # as any migrated incidents.

That explains it. Thanks again!