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ITSM Search on status with "is not" gives incorrect results due to SLA statuses

Hi,

When executing a search on Solution Manager ITSM tickets, on the search criterion Status and with operator "is not", the result list does not give correct results.

For example, an incident with status "Confirmed IRT Exceeded" does show up when searching with criterion "Status is not Confirmed".

Is there any solution for this behaviour?

Kind Regards,

Joyca

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Former Member replied

Hi Joyca,

If you are on SP09 or above, you need to deactivate the BAdI: AIC_SOLMAN_INCIDENT_STATUS in transaction SE18? From SP09 there was a change that doesn't have status "Not Compleleted". Once you will deactivate this BAdI, you will be able to see the SYSTEM_STATUS "Not Compleleted". Then you can search with SYSTEM_STATUSĀ  isĀ  "Not Compleleted".

One more thing "is not" operated is not fully supported for all the search values it doesn't work. Its not supported so instead please use SYSTEM_STATUS "Not Completed".

I will update this information in my KBA as well.

Thanks

Vikram

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