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

[vervinckt_joyca]

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

[Vivek_Hegde · Accepted solution]

Hi Joyca,

Good day !

It is a known symptom and you would need to make minor adjustments to your query an described in

Note 1823268 - "Confirmed" messages are also included when searching for "Not Confirmed" messages in Solution Manager - CRM UI

hope this helps

Regards,

Vivek

[vervinckt_joyca · Accepted solution]

Hi Vivek,

Thanks for the Knowledge Article.

The content of the document would indeed help if we only wanted to find "not confirmed" tickets.

However, the same thing is happening on other statuses. For example searching for "status is not proposed solution" is still not possible with the descriptions in the knowledge document, since the user status "proposed solution" is linked to system status "in process" (I1003), like all the other in-between user statuses such as "customer action" and "in process" etc.

The only workaround that I see is to use only "is" as operator and never "is not". However, the underlying problem remains. I think it should be possible to use also "is not" without having issues due to those SLA statuses...

Kr,

Joyca

[Vivek_Hegde · Accepted solution]

Hi Joyca,

Even I am in agreement with you, it might be a generic issue with 'is not' operator. May be SAP would suggest something concrete if you raise a OSS.

Regards,

Vivek

[VJain · Accepted solution]

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_STATUS  is  "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

[vervinckt_joyca · Accepted solution]

Ok, thank you for confirming that "is not" is really not supported with values such as "proposed solution".

I do wonder then why the operator "is not" CAN be chosen on the User Status crition, if it actually should not be used.

Kr,

Joyca