SAP Knowledge Base Article - Preview

1823268 - CRM Web UI displays "Confirmed" messages when searching for "Not Confirmed" messages - Solution Manager ITSM

Symptom

  • An ITSM Incident search using the criteria "Status" with filter "is not" and value "Confirmed" will show documents with status "Confirmed" concatenated with SLA related status data (IRT exceeded, MPT warning, etc.). 
  • An ITSM Incident search using the criteria "Status" with filter "is not" and value "Closed" will show documents with status "Closed" concatenated with SLA related status data (IRT exceeded, MPT warning, etc.).
  • In Solution Manager IT Service Management, the search results show some 'confirmed' tickets with status 'confirmed MPT Exceeded' when we are searching for 'Not Confirmed' tickets.

Image/data in this KBA is from SAP internal systems, sample data, or demo systems. Any resemblance to real data is purely coincidental.


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Environment

  • SAP Solution Manager 7.1
  • SAP Solution Manager 7.2

Product

SAP Solution Manager 7.1 ; SAP Solution Manager 7.2

Keywords

Find, Incidents, AIC_INCIDENT_S, BSP_WD_CMPWB, sm_crm, crm_ui, STRUCT.DESCRIPTION, search, description, is not closed, is not confirmed, is not confirmed, , KBA , SV-SMG-SUP , Service Desk / Incident Management , Problem

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