If your organization uses TOPdesk but has incidents or changes without prefixes, it will eventually run into problems. These can range all the way from being unable to include external numbers in email subject lines to accidentally importing information into the wrong incident or change. But changing the prefix can lead to its own problems, too—like no longer being able to refer to old incidents within the request/action fields. So how did we tackle this problem here at TOPdesk? And why did we wait so long to do it?
