Systems Management Question
Custom Rule to Sequentially Number Tickets outside of standard ID's
So, I think we have something for this, nearly, but I'd like to ask the Brain trust on here first as you may have a better way of doing it or I may be going about it all wrong.
We're creating a Change Request System on the service desk for business-wide changes, and as part of the scope we need the Tickets to be identified separately to the 'standard' service desk, i.e. not by TICK: identifier. We're using processes for the CR system, so the TICK: numbers would be different between parent and child tickets which would overly confuse matters
The easiest way I could think of to do this is to create a custom rule that appends CR:# at the start of the Title upon ticket creation , with # being a sequential value to give each CR a 'plain' numerical identifier. The child tickets will be inheriting the Parent ticket's title.
I'm thinking of (roughly) the following SQL to do this;
SET TITLE = 'CR# ' + CONVERT(VARCHAR(10),(SELECT COUNT(*) + 1 FROM HD_TICKET WHERE HD_QUEUE_ID = CRQUEUEIDNUMBER AND IS_PARENT = True))+ ' ' + TITLE
Good idea? Bad Idea? Better way of doing this? I'm all ears.