How to delete my test ZMIN incidents

[Former Member]

Hi Experts,

Could you folks let me know the easiest way to remove all the test incidents that I have created in solman7.1.

Is it archiving the only method we have as per note 1758090

Regards

Tej

[Former Member · Accepted solution]

Hi Tej,

yes, the  Note 1758090 - Archiving Solution Manager Incidents is the finest one,

Not sure on crm_order_delete, its a very common crm order deletion seems.

But service desk incident quite different, normally service desk is the combination of 2 parts, where you need archiving and deletion, all these explained in the sap note.

please check.

Thanks

Jansi

[Former Member · Accepted solution]

Hi Jhansi,

I'm following the note to archive the incidents.

I moved all my incidents to confirmed state and ran the pre-processing run.

It didn't took my incidents.

My Residence time for CRM_INCDNT was set to "1". (I don't really understand whether it is 1 year /1day)

Is this the reason behind the incidents not getting archived ?

Regards

Tej

[Former Member · Accepted solution]

Hi Sandeep,

I have come across this issue, we have to take few steps to clear the tickets.

1) AI_SDK_SP_AUTO_CLOSE run this programme from SE38 and change the ticket status ,

New - Inprocess

Inprocess - Proposed solution

Proposed solution -  confirmed.

2) After your confirm the service desk ticket you can archive using CRM_INCIDNT.

We cannot delete Incident ticket directly.

All the best

Kind Regards

Emmanuel

[Former Member · Accepted solution]

Hi Pradeep,

Thanks for your point.

All my incidents are manually changed to confirmed state but one strange thing I notice when checked the status in CRM_UI is as depicted below. The finall status also includes IRT/MRT comment.

I'm not sure if it is because of the status it is not deleting.

Kindly advise

Regards

Tej

[Former Member · Accepted solution]

Hi,

- I wonder, even if you not archive also, how your MRT/IRT running for tickets which are completed?

More over you can archive the tickets, which are in the status completed.

Please check in SLG1, list of tickets are archived?

- And your residence time query is already answered in the note, have you read,

MPORTANT TO KNOW: Only Incidents with the System status "I1005" (Completed) can be archived. Additionally there is a residence time defined in the SARA customizing. Incidents need to be older then this residence time (Current date of the preprocessing run + residence time) before they can be archived. This residence time can be defined for each transaction type. This option can be found within transaction SARA for archiving object "CRM_INCDNT" under "Customizing" -> "Application-Specific Customizing" -> "Residence Times Transaction Type".

What is maintained in your case? May i ask?

Please check

Thanks

Jansi

[Former Member · Accepted solution]

Hi Jhansi,

I tried archiving incidents ranging from 800000011 to 800000028 and the SLG1 log says as below.

9 incidents got archived but the followup deletion deleted none. The Residence time was set to 1

Kindly let me know if I missed anything.

Regards

Tej

[Former Member · Accepted solution]

Hi Sandeep,

Could you check the spool log created  when you do write archiving ?

Kindly check from Job log - SM37

The default deletion flag in test mode not in production mode.

If your doing from production system the variant you have to change from 000 client.

Change the settings and rerun the archive job from begining.

FYI : Withdraw ticket cannot archive only confirmed ticket will do.

         check the ticket status from crdm_order

All the best.

Kind Regards

Emmanuel

[Former Member · Accepted solution]

Hi Jhansi& Pradeep,

Thanks for your help. My issue got resolved now.

Issue: Incidents getting archived but not deleted.

Root cause: The customizing production variant SAP&_PRODUCTV of CRM_INCDNT object has test run field active.

I have made the changes as per note 1771948 and ran deletion run, It deleted all my archived incidents.

Regards

Tej

[Former Member]

Hi, Tej.

You can try SE38 and run report CRM_ORDER_DELETE.

BR,

Artem