Documentation › Ticket numbering customization

Ticket numbering customization

Introduction

A ticket number is used to identify a ticket in:

  • Email notifications

  • Edit and view forms

  • Ticket list views

Sometimes it can be useful to create custom numbering. For example, to distinguish tickets from different HelpDesk instances, or to include additional information in the ticket number (date, time, department name).

To do so, navigate to the Settings page using the left navbar.

Then click on the Ticket numbering button. Now you can see the ticket numbering settings.

Ticket numbering settings page

Note

This feature is available in version 1.5.5 and above.

Formula customization

By default, the formula is {{IDCounter}}, so tickets are numbered as “1”, “2”, etc.

A formula must contain the {{IDCounter}} token and and can optionally include the {{CurrentDate}} token.

  • {{IDCounter}} is a HelpDesk-wide ticket counter.

  • {{CurrentDate}} is the current date/time.

You can use {{CurrentDate:format}} syntax to show only a part of the current date and time.

Format

Example formula

Example Ticket number

t

IT {{IDCounter}} {{CurrentDate:t}}

IT 123 9:34 PM

d

IT {{IDCounter}} {{CurrentDate:d}}

IT 123 2/15/2019

HH-mm

IT {{IDCounter}} {{CurrentDate:HH-mm}}

IT 123 21-34

As you can see, {{CurrentDate:HH-mm}} will show only hours and minutes in 24h format.

Therefore, you can change formula to IT {{IDCounter}} {{CurrentDate:HH-mm}}.

Custom formula

In this case, new tickets will be numbered as “IT 31 09-19”, “IT 32 09-21”, “IT 33 09-22”, etc

Custom ticket numbering demo

Learn more about standard or custom format strings.

Reset IDCounter

You can restart the IDCounter’s value using the Reset IDCounter button.

For example, it may be useful when you are moving from a test to a production environment.

Click Advanced settings to see current IDCounter value.

Ticket numbering settings page expanded

Then press Reset IDCounter to bring the IDCounter down to zero.

Warning

Use this option only if you are absolutely sure that there are no tickets with a new counter value in HelpDesk. Otherwise, it will lead to the creation of tickets with duplicate IDs.

Additional resources

Check out the following customization options:

  • Appearance settings - Hide or display the HelpDesk quick launch bar, customize navigation, and select the text editor for ticket replies.

  • Color theme - Change the color theme of your HelpDesk site.