Home Self-Service Portal - Community

incorrect assignment of ID

When registering a ticket (IR, SR) through the portal, a record with an incorrect ID is created.

The number is assigned out of order, 240 instead of 2 (for example).

SCSM 2019 UR2 clean installation + Cireson portal.

Has anyone encountered such a problem? is there a solution?


  • Brett_MoffettBrett_Moffett Cireson PACE Super IT Monkey ✭✭✭✭✭

    Hi @Lenar

    Is the ID Number the same in the console as well as the portal?

    The ID numbers can seem to increase in random numbers as SCSM allocates the number even if the analyst never saves the work item and therefore it can seem like the values jump in increments greater than 1.

    Check that when you create a work item in the portal that the same work item ID is also created in the console. If it is, then this is how SCSM works and there is no way around it.

    If the portal is creating a work item number that does not match the console, then there is a serious error and you should log a support call with the Cireson Support team.

    Hope this helps

Sign In or Register to comment.