Custom Prefix for tickets

[Pat Surtan]

Hello,

I have a request to create a display a custom prefix for a ticket based on the service catalog. For example, if a user submits a finance ticket, FINXXXXX will show for their ticket. If a user submits a Legal ticket, LGLXXXXXX is shown, and so on. I thought about creating 1 table for these departments to use but this table only allows 1 prefix for the ticket.

What is the best practice approach for this requirement? Should I have 1 table per department to allow each team to have their own prefix ticket numbers? Should I have 1 table with a predefined prefix then some how allow other teams prefixes to show when they submit a ticket? How will the ticket be displayed in the table? Is it a mixture of tickets with different prefixes?

Thanks

[Mark Roethof]

Hi there,

Are those tickets/tasks for Finance and Legal and their approvals, tasks, states, security, etc exactly the same? Or do you expect them to be the same after 1 year? My first thought would be that it's better to split this.
And as bonus, then you don't have an issue with the prefix 🙂

If still going for 1 table: it's like you already mentioned, 1 prefix and auto-number only. Technically you can change/overwrite the number... though this will break the search ability on the number!

If my answer helped you in any way, please then mark it as helpful.

Kind regards,
Mark
2020-2022 ServiceNow Community MVP
2020-2022 ServiceNow Developer MVP

---

LinkedIn
Community article, blog, video list

[Pat Surtan]

Hi Mark,

When you ask if the tickets are exactly the same, what do you mean exactly? Like all forms use the same fields? If so, no, not all will use the same field. They will differ slightly in terms of fields used, etc. Yes, having a separate table for each team will easily allow each to have their own prefix for tickets but is this the best approach? 

How would I change/autowrite the autonumber? And how will this break the search ability? Can you elaborate?