New incidents

 
Author
Message
SysAider
3
 
Hi,

We're still in testing phase at the moment prior to rollout, however, we've noticed that when new incidents are being logged the number of the call increases by 3 each time.

For example I logged an incident this morning and it was incident #63 and then logged another and the incident was #66

How do I reset to 0 and set it so the number increases only by 1?

Thanks

Aled
SysAid Wiz
271
 
Hi Aled,

Someone from SysAid might correct me, but from what I can tell the service record numbers are next number incrementing across all areas where service records are generated. That includes incidents, requests, changes, problems, as well as templates. I think what happens when a record is created from a template, it's a lot like the logic of "create as ***, except" and makes a new row in the database. From what you are describing, it might be possible that maybe a template was created (or activated) in the settings which would account for the gap. If you are using SQL Server management studio, run this to see all the service records and templates.



You can also right click on the ID column and make sure that the identity increment value is set to 1.

To answer your other question, the only way to reset to 0 would be to (very destructively) delete every single template and service record from SysAid. The system uses the service record number as a primary key in the table so I wouldn't recommend messing this at all.
SysAider
3
 
Hi,

Thanks for your help and advice.

I'm not able to view through SQL Management Studio or right click on the columns as we're using the Cloud based edition.

Also the reason for resetting the numbers is when we go live we would like start from incident #1

Thanks

Aled
SysAid Wiz
271
 
You cannot start from incident #1 and still have templates. The templates will consume as many service record numbers as you have templates. Again, I could be wrong but I'm fairly certain this is how it works. Part of the caveat of using an interface dependent identifier as the PK.
SysAid Community Manager Product Team
4490
 
Hey guys,

Under SysAid Cloud, this number sequencing is intentional and serves as a measure against conflicts, as well as for availability and redundancy, due to how the cloud infrastructure is configured. I can provide more information by a PM.

Cheers,
Danny
SysAider
3
 
Hi Danny,

Please could you send me more information. I'm guessing there is no way to start again from 1 either?

Presumably from a reporting point of view it is pretty simple to exclude all calls before a certain number from reports, e.g. only include data from call #100 onwards.

Thanks

Aled
SysAid Community Manager Product Team
4490
 
No, there is no way to reset the numbering. Sent you a PM.

Cheers,
Danny
SysAider
1
 
Is there a way to control what number it assigns in the On Premise edition? Just curious.
SysAid Community Manager Product Team
4490
 
Hi Steve,

Can you please clarify your question? What exactly you are trying to do?

Thanks,
Danny