With the introduction of short IDs in build 6732, the ID matching rules should be updated to take full advantage of the feature.
Matching rules use regular expressions to match and transform IDs from one format to the other, and back:
- The
<CLEAR>group contains the additional matching characters that are removed during the “long ID” transformation. - The
<LPADXX>group contains the digits that are left-padded to rebuild the “long ID”.
Update the rules from ITSM4Office Administration Console > Matching Rules:
Request
REQ0[0-9]{11}|REQ(?<CLEAR>[-#\s]{0,1})(?<LPAD12>[0-9]{1,12})
Incident
INC0[0-9]{11}|INC(?<CLEAR>[-#\s]{0,1})(?<LPAD12>[0-9]{1,12})
Work order
WO00[0-9]{11}|WO(?<CLEAR>[-#\s]{0,1})(?<LPAD13>[0-9]{1,13})
Change
CRQ0[0-9]{11}|CRQ(?<CLEAR>[-#\s]{0,1})(?<LPAD12>[0-9]{1,12})
Problem
PBI0[0-9]{11}|PBI(?<CLEAR>[-#\s]{0,1})(?<LPAD12>[0-9]{1,12})
Known error
PKE0[0-9]{11}|PKE(?<CLEAR>[-#\s]{0,1})(?<LPAD12>[0-9]{1,12})
Task
TAS0[0-9]{11}|TAS(?<CLEAR>[-#\s]{0,1})(?<LPAD12>[0-9]{1,12})
Short ID separator
The default short ID separator is a hyphen (-). Server component 1.3.1.0 adds a Short ID Separator field to customise it. As of build 6732, the following separators are supported:
- Compact (blank), e.g.
INC231101 - Hyphen (
-), e.g.INC-231101 - Hash (
#), e.g.INC#231101
For the change to be taken into account on the client side, remember to trigger a Flush client cache.