Servicedesk Plus Ticket ID Reset and Start from a Specific Value Guide

ServiceDesk Plus - Request ID Reset and Start from a Specific Value Guide

There may be some scenarios where, after testing Servicedesk Plus and then going live or in long-term SDP usage, the Request ID number is requested to start from 1 again while preserving the configurations.

In these scenarios, it is possible to reset the Request ID and start from 1 again or to ensure that the Request ID proceeds with a different value.

You can take action for both possible scenarios by following the steps below.

Steps to start Request ID from 1 again:

Important: Before the process, it is recommended that you take a snapshot of your Servicedesk Plus server just in case.
Since it is necessary to access the Servicedesk Plus Database and execute a query in the DB in order to perform the relevant operations, I recommend that you proceed by getting support from our support team for the steps.

1- In order for the Ticket ID to start counting from 1 again, all tickets under All Requests , Archived and Trash in the SDP portal must be deleted.

Note: If you do not delete the All Requests , Archived and Trash content in the SDP portal before the process, the Request ID will not be able to be restarted from 1.

First, log in to the portal and delete all requests under All Requests , Archived and Trash .



2- You need to connect to the Servicedesk Plus database. You can learn how to access the SDP database from the link below.

https://www.manageengine.com/products/service-desk/on-premises/faq/upgrade-installation-backup.html#database2

If you need support for DB access, you can get support from us by sending an e-mail to destek@wotech.com.tr .

3- After connecting to the DB, you can start by checking the current ticket number.

select * from seqgenstate where seqname='WorkOrder.WORKORDERID';

4- After seeing the current number, you can delete it with the query below.

delete from seqgenstate where seqname='WorkOrder. WORKORDERID';


5- After the deletion process, you can check the number of tickets again with the command in step 3.

6- After all these steps, exit the CMD screen and restart the SDP service.

7- You can access the SDP interface again and check the ticket id starting from by opening a request.

Note: If you do not delete All Requests , Archived and Trash content in the SDP portal before the process, the request will not be opened and you will receive an error because the ticket id will remain in the portal even if you delete from the DB. To avoid such a problem, make sure that you delete all requests in the Portal.

If you encounter any problems during or after the steps, you can contact us via our support e-mail address destek@wotech.com.tr .

To continue the request from an ID you specify:

 Imagine there are 580 tickets on the portal. You don't want to set these tickets to 0 or delete them, but you want to continue the number at a more precise level, for example 1000.

In such a scenario, you can access the DB from the link I provided above and use the following command.

You can perform transactions without deleting your existing requests by simply setting a higher value than your last ticket id.

update seqgenstate set currentbatchend=5 where seqname='WorkOrder. WORKORDERID';


 Here, for example, I entered the value 5 so that the ticket id could start from 6 and opened a request in the SDP portal. (For the example above, this value should be set to 999)

You can also see from the screenshot below that the Ticket ID starts counting from 6.

Note: It is not possible to set a value lower than the value of a Ticket ID that is active in the SDP Portal because this ticket ID already exists in the portal and in the DB.



If you encounter any problems during or after the steps, you can contact us via our support e-mail address destek@wotech.com.tr .