Deletion of service tickets

[Former Member]

Hello,

can anybody tell me if it is possible to delete tickets.

I could not find any possibility.

I know that it is possible to delete activities using actions.

However I could not find this functionality for tickets.

BR, Roman

[AnkushPashine · Accepted solution]

Hello Roman ,

It is not possible to perform action 'delete' on ticket .But you can 'Set as Irrelevant' to remove it from All queues.

Best Regards,

Ankush.

[Vinod0311 · Accepted solution]

Hi Ankush,

Though there is an option to make the ticket as irrelevant and removing it from only Queues,

The irrelevant tickets are still counted in 'Reports'. Have to find a way to removed the irrelevant tickets from active/completed Tickets and focus on the the reporting - clean data.

Cheers,

Vinod

[Webster_Cui · Accepted solution]

Hello Vinod,

I thinking Archive functionality will help you. Once tickets are archived they will not affect your business or reporting at all.

Please refer to below links.

http://wiki.scn.sap.com/wiki/display/CRM/Archiving+CRM-BF-AR http://wiki.scn.sap.com/wiki/display/CRMSales/Archiving

Online help

http://help.sap.com/saphelp_crm700_ehp02/helpdata/en/e1/f5fc37a0ca3144e10000009b38f8cf/frameset.htm http://help.sap.com/saphelp_crm70/helpdata/en/8d/3e4d2f462a11d189000000e8323d3a/content.htm?frameset...

Regards,

Webster

[Former Member · Accepted solution]

Hello Webster,

I think there is a misunderstanding. This SCN entry is about Cloud for Customer tickets not CRM On Premise. I understand your answer as OP-relevant.

BR, Roman

[Former Member · Accepted solution]

Hello Vinod,

As Ankush mentioned, you do not have option to delete but you can "Set it as Irrelevant". I understand that it may not satisfy your requirements.

It has to be removed from the reports as well and also needs to provide the functionality to make it relevant till the SerVice request object should in Mute state.

Also found another thread talks about Archival process in C4C but it is not directly relevant to your problem description but it can drive a path to the solution.

How to cleanup/archive the data in | SCN

Thanks

Prasad

[Vinod0311 · Accepted solution]

Many thanks for the effort mate.

Yeah, thanks for the link Prasad, it more addresses the complete tenant migration and refresh.

Somehow finding solution via custom development to add a flag for irrelevant tickets, expose it to data source and exclude it from the actually worked on tickets by agents.

Cheers,

Vinod

[Former Member · Accepted solution]

However, setting a work ticket (tickets with 'Requires Work' flag set) irrelevant doesn't remove it from "Work Tickets" work center view. You can still see the ticket with filter "All Tickets".

[AnkushPashine]

Hi ,

** Please Note : The above mention proposal/feature from 'Pratik' is available from 1911 release, but only in the test tenant. In the production tenant it will be provided in future release.

Thanks and Regards,

Ankush Pashine

[former_member606287]

hi Ankush,

Which release is this planned for production ?

Regards

Shankar Raj

[former_member226]

Hi,

it is already live with 1911 release in production.

Go to "Administrator"-->"Service and Social"-->"Ticket Configuration"-->"Delete Ticket" as shown.

EDIT: It is not possible to delete the tickets in Production system. Above snapshot is from test system which i misunderstood as production teannt. Sorry!

Thanks

Saurabh

[bradvukich]

saurabhkabra2009 , I see this option in my production tenant but it is disabled and even has a note that this feature is not available for production tenants. Is there something that I can to to enable this as you have shown?

Thanks,

Brad Vukich

[former_member226]

Hi Brad,

Sorry it was my mistake. I did make a edit to my lasyt comment, Pls check.

[Juliuspereira]

You can however, delete tickets using the data workbench. Export the ticket(s) to a csv. then add a column at the end with Column title = ToBeDeleted and value = TRUE.

@Ankush, any issues or concerns with using the DWB for ticket deletion?

Thank you.

Julius

[buscherg]

Hey julius.pereira25, I am currently stumbling accross this function.

It says:

The header can't be deleted due to the status.

In general the function looks to be available in PROD/LIVE but some precondition fails...

Maybe you faced this?

Thanks

Gandalf

[Juliuspereira]

Hi Gandalf,

I have not experienced that issue. However it seems that you might be trying to delete tickets that are in the closed status (lifecycle status = Closed). I think those cannot be deleted.

Thank you

Julius

[AnkushPashine]

Hello Julius,

Not sure about Data Workbench functionality. But from UI, you can only delete Ticket from 'Administrator' work center( as of now, only in test system). If you do not want ticket to be visible in your All Ticket query, workaround is to 'set as irrelevant'( so no more listed here).

Thanks and Regards,

Ankush Pashine.

[former_member625898]

Yes you can delete ticket, following is the path for ticket deletion option.

In Administration User interface >> Administrator >> service and social>Ticket Configuration > Delete Ticket >> Enter Ticket ID and delete it.

- Thank You!

[danpickering]

NOTE - This is only for test tennats