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Reference number format can't be changed
Answer ID 9288   |   Last Review Date 12/30/2018

Can I change the reference number format?

Environment:

Oracle Service Cloud, All versions

Resolution:

As a standard functionality, reference number format cannot be changed.  The default format is composed from two number sequences as it follows:

1. First sequence is formed from 6 digits corresponding to the date (year, month and day). This date is resetting when first interface of your site reaches midnight (12:00 am).

2. Second sequence is formed from 6 digits representing the number of the incident created for the current day. Those numbers are site specific regardless of the interface where the incident was created from and there could be gaps on those number if an incident was initiated but not committed to the database (canceled by agent or business rules or deleted).

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