SAP Knowledge Base Article - Public

2693440 - Ticket IDs are not generated based on the Order of creation

Symptom

You notice that the Ticket ID of the current Ticket falls in number range before the Ticket ID of the previous ticket. Ticket IDs are  not generated based on the Order of creation.

Environment

SAP Cloud for Customer

Reproducing the Issue

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

You may notice that the  Ticket IDs are not in the Order of creation of the Ticket.

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.

Due to the above reason since multiple app servers are used , the current ticket created may take the Ticket ID next to the Ticket ID of the previous ticket created from the same server if still available.

Though the Ticket ID of the current ticket may fall in number range before the previous Ticket, this will not create any conflict in the process of Ticket creation.

Resolution

Ticket IDs will not always be generated based on the order of creation and this is an 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.

See Also

2540248

Keywords

Ticket, ID, Sequence, Numbering , KBA , LOD-CRM-SRP , Service Request Processing , Problem

Product

SAP Cloud for Customer all versions