SAP Knowledge Base Article - Public

2960634 - Unable to cancel Purge Request after an Instance Refresh

Symptom

  • Our system has recently undergone an Instance Refresh and now we are unable to cancel any scheduled Purge Requests
  • We are receiving an application error when attempting to cancel a Request - "errorMessage=An application error occurred. Please try again later, or notify support (with the error information of errorID="

Environment

SAP SuccessFactors HXM Suite

Reproducing the Issue

  1. Go to Admin center > Company Settings > Data Retention Management
  2. At Data Retention Management > Try to cancel a DRTM Purge Request
  3. The error code is shown

Cause

This is a known data issue that is caused by the Instance Refresh. Engineering are currently working on a prevention for the next release - b2011

Resolution

If this issue occurs, please raise a Support ticket with the component "LOD-SF-PLT-DRM" and provide the company ID, support access and the error you are receiving.

A request will have to be raised with our Operations team to manually cancel the purges via script.

SUPPORT - Please see Internal Memo

Keywords

Cancel Purge Request , Data Retention Management , Scheduled Purge , Instance Refresh , Application Error , DRTM , KBA , LOD-SF-PLT-DRM , Data Retention Management , Problem

Product

SAP SuccessFactors HXM Suite all versions