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    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
    Service Request Number sequence
    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?

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




    • 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.