3157425 - Delete, Remove or Hide Unwanted Tickets

You would like to delete, remove or hide unwanted tickets.

SAP Cloud for Customer

• By design, users are not permitted to delete tickets from any production systems. (see Tickets FAQ)
• In both production systems and test systems:
• changing status of a ticket which status is/was set as "Closed" or "Completed" is not permitted or possible.
• deleting a ticket that has a status of "Closed" or "Completed" is also not permitted or possible.
• For tickets with other statuses, there are possible workarounds.

• Removing unwanted tickets in Non-Productive systems (Only)
1. Logon C4C as an Administrator.
2. Navigate to Administrator > Service and Social > Ticket Configuration -> click "Delete Ticket".
• Only available in Test/QA systems.
• This option is not available in any Production system. (see KBA 2855569)
• Only one ticket can be deleted at a time.
• Removing tickets in Production systems. Can only be done for tickets with statuses other than "Closed" or "Completed".
• Set the tickets to "Irrelevant" - hides the tickets from the Agents Queues. (see "Managing the Ticket List" for more details)
1. Select the ticket from the OWL.
2. Select "More" or the 3 dots at the upper right-hand corner (...).
3. Select Set as "Irrelevant".
• Alternatively, if you are in your test system, you can also use the following steps to set the tickets as to be deleted (only works for tickets with status "Open"). See KBA 3088875 for more info.
1. Search for the Business Object "Service Request" and download the excel file.
2. Go to the Data Workbench, select the Export view.
3. Open the file, set the Ticket ID with the Ticket that you want to delete and add a Column named "TobeDeleted" and add the value as TRUE.
4. Go to the Data Workbench, select the Import view and upload the excel file that you have edited.
5. Once the processing is complete, the Ticket is going to be deleted in definitive from the system.
• the above can be validated via Administrator -> General Settings -> Deleted Data.

• Status Handling in Tickets
• Scope and Configure Tickets
• Tickets FAQ
• 3088875 - How to Delete Tickets using Data Workbench
• 2855569 - "Delete Ticket" feature not available under Ticket Configuration settings

If you need to remove irrelevant tickets from reporting, you can set a filter on the field "ATP Relevant Indicator" for example, if you are using the data source "Ticket". X stands for "relevant" and # for "irrelevant". You can set this filter in the report selection, or create a fixed value selection in a custom report, if you would like the report to always exclude irrelevant tickets. Please see here (help center article "Create and Edit a Report Using the Report Wizard") for details on creating custom reports and fixed value selections.

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