Crow Canyon Systems,
Inc.
support@crowcanyon.com
Ticket Numbering
/ Knowledge Base Article Numbering
(Numbering
Utility in the Numbering folder under Utilities)
The Numbering Utility
sets the sequential
numbering of the Service Request Tickets and the Knowledge Base articles.
In the Ticket
Numbering section, a prefix and suffix can be added to the numbering scheme
to further identify tickets. Note that the prefix and suffix are not set
programmatically to change according to, for example, the current year or month.
This can be done as a customization to the program for extra cost. By default,
the text that is in the prefix or suffix is the text that is added.
There are three “numbering” fields on the
tickets:
1)
“Case
ID” – this is a randomly generated 9-digit number used internally to track
tickets. This ID is added when the ticket is first created and follows the
ticket through its lifecycle. It is not set or affected by the Numbering
Utility.
2)
“Ticket
ID” is the combination of the prefix, number, and suffix from the Numbering
Utility. Ticket IDs are issued when the ticket is assigned, not when the Service
Request ticket is first created. This is an alpha-numeric field, so when used
in folder views, it sorts alpha-numerically, not numerically.
3)
“Ticket No.” is also issued when Ticket is
assigned. It is the same as the Ticket ID, but without the prefix and suffix.
It is a numeric field, and thus allows sorting in the folder views in proper
sequential order.
Knowledge Base Article Numbering allows you to change
the sequential numbering of the Knowledge Base articles. The numbering can be
changed or reset using this form. The Article ID is a numeric field and there
are no prefixes or suffixes added to it.