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I am evaluating JIRA Service Desk platform to potentially use it for our support ticketing system with our end-user.
Today the ticket number increments for each new ticket. My problem with that is that it gives too much visibility on the quantity of ticket we are handling.
Is it possible to use random or pseudo-ran number for a new ticket?
Let me know if you need any additional info.
Hi @Arnaud - Welcome to the Atlassian Community!
What's the real issue with a sequential number? How many issues would have to be in there initially to mask how much the team is doing? In other words, if the first ticket someone saw was ABC-512, would that help?
Hi John - there is no real issue :), this is just me discovering the system and trying to see what I can do. My original intent was to hide this. Let's take an example:
Customer A create a ticket on Monday morning and gets assigned ticket number 1000
Other customer(s) create other ticket(s)
Customer A create a new ticket on Tuesday morning and gets assigned ticket number 1020
Customer A can assess the size of the company (or size of customer base/customer issue/support team) by looking at this number. My question was just around the potential possibility to hide this for the customer.
It seems that this is not something possible today which is totally fine.
@Arnaud - transparency is a hard pill to swallow. But after you have had a few hundred of them it will become just another number. I suppose you are probably at an early stage and are trying to kill many fires while still showing that you are delivering value. I'm sure this is not what you want to hear.
Sanjay - your statement is correct and we are at an early stage so the ticket number is only a couple digit today.
My question is more about knowing if this is possible which it seems that it is not which is fine. Our current system do not have this ability so I was just wondering if this is something that was doable in Service Desk Jira.
The issue number is core to how Jira Service Desk works and generating your own if possible could lead to possible errors. I am not really following the issue here. Even if you were to generate the number on your own it is irrelevant to the end user because they would not know it is being randomly generated and you could end up with higher ticket numbers then if you just allowed them to generate sequentially. Most ticketing / support systems I have used sequentially number issues so this is not unique to Jira Service Desk.