Occasionally your case numbering may need to be reset. For example, if a case is created and then deleted, the numbering will not account for the deleted case and will need to be reset.
Reset Case Numbering:
First, go to Admin > Organization.
Select Case Identifier Template.
Then select the Template Parent that needs to be reset.
Select Set Next Sequences to change the case number.
Set Next Numerical Sequence To the correct number of cases. Save Changes.
It will take you back to the Case Identifier Template Settings page, which confirms that the Sequence Values were updated with a green message at the bottom of the screen.
Click Save again, and the Template Correctly Updated message will appear at the bottom of the screen.
You're all set! Your next case will start the updated sequence.
Need Help? Email us at firstname.lastname@example.org or call 1-800-692-5111!