SAP Knowledge Base Article - Public

2540248 - Ticket IDs Not In Sequence and Missing Ticket IDs

Symptom

You see that there are gaps in the Ticket ID's.

Environment

SAP Hybris Cloud for Customer

Reproducing the Issue

  1. Go to the Service work center.
  2. Go to the Tickets view.

You notice that there are gaps in the Ticket ID's. They are not following a sequence.

Cause

In order to support parallelization, each system is assigned multiple App Servers and each app server is given a set of numbers which they can use to create the Ticket numbers. Hence, depending on which application server the call goes, the Ticket will get allocated to one of the numbers in that range.

Each app server buffers 10 sequence numbers. Based on where the creation of Ticket is served, corresponding number ranges is picked up. Hence, the Tickets created may not be in the sequence.

Resolution

This is the expected system behavior.

In case you would like to have separate numbering you would have to define your own custom field and define the logic.

Keywords

Ticket, ID, Sequence, Numbering , KBA , ticket , id sequence , LOD-CRM-SRP , Service Request Processing , How To

Product

SAP Cloud for Customer add-ins all versions ; SAP HYBRIS C4C CORE all versions