Incidents vs Service Request

[Victor Manuel Valencia Mejia]

Is there any way for the ticket counter to be independent of Incidents and Service Requests?

[Dirk Ronsmans · Accepted solution]

@Victor Manuel Valencia Mejia ,

Can you clarify which ticket counter you mean?

Do you mean the number behind the prefix of the space? If so, that will be a "no". In Jira/JSM the counter just uses the prefix/key of the space and counts up independent of the work item type

[Victor Manuel Valencia Mejia]

Sorry, I mean this counter . The project key and de sequential number, that my company wants to be independent.

[Christopher Yen]

Welcome to the community @Victor Manuel Valencia Mejia 

Out of the box I don't think there is a way to have a different counter for each work item type. It will be tricky too unless your agents/customers are 100% accurate on identifying requests vs incidents, we often have to convert from one to another. Having a separate project for incidents vs requests would give you the most accurate separate record numbers, or using automation to fill out a custom field holding the number but I'm not sure these solutions are worth the inconvenience and added complication.