There is an ITSM7 DSO whitepaper that documented exactly this scenario... Not sure if you're using 7 or not..
http://documents.bmc.com/supportu/documents/72/01/107201/107201.pdf When you are using a distributed environment that has more than one AR System server that can create records, the servers might create records with the same ID. It is important, therefore, to make sure that the servers create records with unique IDs. To do this, you create a record ID prefix that is unique to the AR System server that created it. For example, in a two-server environment where the servers are named Server 1 and Server 2, change the prefix for incident request records on Server 1 from the default INC to S1INC and on Server 2 to S2INC. This lets your system distinguish between incident records that were created on Server 1 and Server 2. To assign unique prefixes to records, you must first configure the BMC Remedy AR System server to use custom prefixes. How to do this is described in the following procedure. After you configure the BMC Remedy AR System server, you then create the custom ID prefix for the forms to use. How to do this is described in ?To create a custom form ID prefix,? which follows. Tony Worthington | Sr. Technical Analyst | Kohl?s Department Stores N56 W17000 Ridgewood Drive | Menomonee Falls, WI 53051 | office: (262) 703-7763 | e-mail: [email protected] From: Frank Caruso <[email protected]> To: [email protected] Date: 02/09/2010 06:32 AM Subject: Changing Incident ID Prefix Sent by: "Action Request System discussion list(ARSList)" <[email protected]> ** We have a request to change the Incident ID prefix on the HPD:Help Desk form. We are being asked to change it from INC to NOINC. Now what I am finding is the mess of logic behind this field that runs when searching by Incident ID. By modifying the current prefix searching IDs with the NOINC does not work - with or without the NOINC. The only records that can searched now are the old records with the INC prefix. Typing in a new ID fails because work flow converts the value based on old logic. The issue I see is that the system will need to be taught how to search using the old prefix or the new prefix but it won't know what to use if the user types in the straight numeric value without the leading INC or NOINC - which our users do. Has anybody done this and if so what direction did you take? TY Frank _Platinum Sponsor: [email protected] ARSlist: "Where the Answers Are"_ ********************************************************************** CONFIDENTIALITY NOTICE: This is a transmission from Kohl's Department Stores, Inc. and may contain information which is confidential and proprietary. If you are not the addressee, any disclosure, copying or distribution or use of the contents of this message is expressly prohibited. If you have received this transmission in error, please destroy it and notify us immediately at 262-703-7000. CAUTION: Internet and e-mail communications are Kohl's property and Kohl's reserves the right to retrieve and read any message created, sent and received. Kohl's reserves the right to monitor messages by authorized Kohl's Associates at any time without any further consent. _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:[email protected] ARSlist: "Where the Answers Are"
