SAP Knowledge Base Article - Public

2732969 - Irrelevant Tickets are Missing from All Tickets Query


Once the ticket is set as irrelevant, it is removed from All Ticket's standard query.


SAP Cloud for Customer.

Reproducing the Issue

  1. Go to the Service work center.
  2. Go to the Tickets view.
  3. Search for ticket XYZ1 (where XYZ1 is the ticket with status for e.g. Open / In Process ) .
  4. You can see currently ticket XYZ1 is visible in All Tickets query.
  5. Open ticket XYZ1 and click on button Set as Irrelevant.
  6. You can see the ticket status changes to completed and it is no more visible under All Tickets query.


Reason for providing the irrelevant ticket status is because a ticket cannot be deleted. If a ticket was marked as irrelevant you still have the option to set the status back in process.This irrelevant ticket can be search from query All Irrelevant Tickets.


  1. Go to the Service work center.
  2. Go to the Tickets view .
  3. From the drop down select option All Irrelevant Ticket and search with ticket id XYZ1.

You will be able to see this irrelevant ticket XYZ1 here.


Set as Irrelevant , Tickets , KBA , LOD-CRM-SRP , Service Request Processing , Problem


SAP Cloud for Customer add-ins all versions ; SAP Cloud for Customer core applications all versions