Setting Ticket number to custom value

[tahnalos]

Hello

I have a SOAP message that links two different environments.   The idea here is that if one ticket is created in an environment, it creates a ticket in the second environment, and the code in both environments has been tightly designed to prevent orphan tickets on both ends until recently.

From what I can gather, the link had been modified by an unauthorized action, and many tickets were created on the target system.   Due to IT policies against deleting production records, I am unable to remove these tickets, and given that the source system is referring to ticket numbers now already used by the target system, there is a serious mismatch in ticket generation.

Is there any way to reset these forms to start at X ticket number so that they can be back in sync again?

Thanks

[HugoFirst · Accepted solution]

The answer is probably yes.   But without knowing the particular table involved, I can't say for sure.

So here's my advice, go to the sys_number table,

Link: https://YOUR_INSTANCE.service-now.com/sys_number_list.do?sysparm_query=

Looks for an entry for the table you need and open it.   Here's an example of the entry for the change_request table:

Change the number to the value you want.   My advice is NOT to reset to a lower number, but to set it up to a larger number which has not yet been used on either instance.