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Topic

    Shaesta Hayat
    Service Request Number sequence
    Topic posted October 23, 2019 by Shaesta HayatGreen Ribbon: 100+ Points, tagged Service Request Management 
    27 Views, 3 Comments
    Title:
    Service Request Number sequence
    Summary:
    In our OEC instance, we have noticed the SR number increments by 10 each time during a session. Is there a corresponding KB doc Id or other documentation that explains how this is maintained?
    Content:

    Assuming this is per design and expected to improve performance. But any supporting documentation would be extremely helpful that explicitly describes this behavior.

    Version:
    19D

    Comment

     

    • Karyn Kurland

      Please refer to the Oracle documentation link - https://docs.oracle.com/en/cloud/saas/sales-and-b2b-service/19d/faiec/profile-options-lookups-and-scheduled-processes-for-service-requests.html#FAIEC3076532

      There is a profile option called SVC_PUID_FORMAT that defines the format for the unique reference number on each SR.

      Every SR number consists of a prefix and radix. Let's say that you select SR_ as the prefix and No alphanumeric conversion as the radix. Without this formatting profile option, the SR numbers are generated as SR_1, SR_2, and so on. Now suppose you use this formatting profile option and the value is 000000. Then the SR numbers are generated as SR_000001, SR_000002, and so on.

      Hope this Helps.

      • Shaesta Hayat

        Thanks for your quick response, Karyn. We have already set it to 1-0000001. However, each time I create a new SR, the numbers are incremented in 10s. Ex: 1-0271391, 1-0271401, 1-0271411, etc. As this seems to be consistently in 10s, want to know how is this handled. Is this cached in groups of 10? I am assuming the cache is lost from time to time and new group of numbers is generated. Any documentation that illustrates this?

        • Karyn Kurland

          If you haven't done so already, my suggestion is to open a service request with My Oracle Support and ask them to investigate what's going on in your environment.  They would be better at investigating what's happening in your environment.