Incident numbering

[Michael Bachme1]

We noticed recently that our Incident numbers have grown beyond the halfway point of six-figures. What happens when our Incident number reaches 999999? Do we roll into 1000000?

[Neeta3]

Hi Chuck,

Yes, I changed the number from 6 to 7 but I am not able to sort by Number field.

If you order ascending, you will end up with a list of tickets starting with the tickets created most recent after the 1,000,000 mark… and over time the current tickets will just get further and further away. And if you order the view descending, you will end up with "INC1…" at the end of your list which isn't helpful either. 

 Thanks,

Neeta Patil

[Chuck Tomasi]

You'll need to renumber all the old records then. I remember doing this years ago when I was a customer. The script went something like this - note, you'll want to test this in scripts - background first on a few DEV records (which is why the setLimit(5) is in there). For a million records, this could take a while.

var incGr = new GlideRecord('incident');
incGr.setLimit(5);
incGr.query();

while (incGr.next()) {
	incGr.setWorkflow(false);
	incGr.autoSysFields(false);
	incGr.forceUpdate(true);
	
	incNum = incGr.getValue('number');
	incNum = incNum.replace('INC', ''); // strip off the INC
	
	var newNum = pad(incNum, 7); // Make a 7 digit count w/padded 0s
	inc.number = 'INC' + newNum;
	inc.update();
}

function pad(n, width, z) {
  z = z || '0';
  n = n + '';
  return n.length >= width ? n : new Array(width - n.length + 1).join(z) + n;
}