This documentation supports the 18.05 version of Remedy with Smart IT.

To view the latest version, select the version from the Product version menu.

Removing leading zeroes from a ticket ID

After you install Smart IT, you can optionally run the utility to remove leading zeroes from tickets. By removing the extra, leading zeroes from a ticket ID, you ensure readability of the ticket ID and ease in searching the tickets. Tickets created after running the utility will contain IDs without zero. For example, an incident ID could be INC000000000096. After running the utility, when you create a new incident, the new incident will have an ID such as INC97.

In the previous versions of Smart IT, the leading zeroes utility was run as part of the UX Patch installer. As the UX Patch is no longer available, you need to run this utility manually.

The SmartIT_RemoveLeadingZero  utility is located in the Utilities folder of your ITSM installation folder. 

Before you begin

Ensure the following:

  • You have installed Remedy ITSM version 18.05.
  • The AR System server is up and running.
  • You have the administrator privileges to run the utility.

To run the utility

  1. Run the script:
    • (Windows) Double-click driver.exe. The driver utility is available in the following location: {AR Install Directory}/ARSystem/Arserver/api/driver.
    • (Unix) At a command prompt, type the following commands:
      • cd ARInstallDir/api/src/driver
      • driver

        When running the driver file on Unix, if you receive the following error:

        ./driver: error while loading shared libraries: cannot open shared object file: No such file or directory

        Ensure that you set the LD_LIBRARY path to the ITSM installed directory using the command: export LD_LIBRARY_PATH=$LD_LIBRARY_PATH:/<AR_Install_Directory>/bin

  2. Type init.
  3. Type log.
  4. Enter the administrator login credentials.
  5. If a port is defined for the AR System server, type the ssp command and enter the port number.
  6. To log the results, type the oout command and specify the log file path and file name.
    For example, C:\Temp\LeadingZeroUtility.log
  7. To run the first script, type ex at the command prompt and enter the script file path and name when prompted.
    For example: 
    ex "C:\Program Files\BMC Software\BMCRemedyITSMSuite\Utilities\SmartIT_RemoveLeadingZero\
  8. To run the second script, type ex at the command prompt and enter the script file path and name when prompted. 
    For example: 
    ex "C:\Program Files\BMC Software\BMCRemedyITSMSuite\Utilities\SmartIT_RemoveLeadingZero\
  9. Type cout.
  10. Check the log file for any errors.

To verify the utility

  1. Clear the Mid Tier cache.
  2. Log on to Smart IT.
  3. Create a ticket and verify the INC ID.

To register the utility in the SHARE:Application_Properties form

  1. Open the Data import tool.
  2. Load the ARX file from the <ITSMInstallDirectory>\Utilities\SmartIT_RemoveLeadingZero folder.
  3. Import the file to the SHARE:Application_Properties form to indicate that the utility has completed the run.
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  1. Brent Maloney

    Is it documented somewhere that will list off all the forms that will be affected by the removal of the preceding zeros? Is it just these forms: HPD:HelpDesk, PBM:Problem Investigation, TMS:Task, CHG:Infrastructure Change, WOI:Work Order and SRM:Request?

    Jun 27, 2018 09:38
  2. Stephen Mcdonnell

    Re-asked in 20.02 version

    Mar 24, 2021 07:44
    1. Dhanya Menon

      Thank you for your queries, Stephen. 

      I will check with the Engineering team and revert with answer on the 20.02 page.



      Mar 26, 2021 07:26