SAP Knowledge Base Article - Public

3049818 - Ticket is not getting archived despite exceeding the Retention Period

Symptom

Ticket has the status as closed and has exceded the time period of Retention Period maintained however ticket is still not archived.

Environment

  • SAP Cloud for Customer
  • SAP Business ByDesign

Reproducing the Issue

  1.  Login to the frontend of the affected tenant
  2.  Go to administartion Work centre
  3.  Go to Archiving work centre view and search with example ticket number in the  space bar and execute the Query
  4.  You do not see the example tickets as archived in the Archiving work centre view.

Cause

As because the changes were made in the ticket by standard backend MDR job run, the ticket will not be in the archived work centre view.You can check the same at your end with the below steps:

  1. Login to the frontend of the affected tenant 
  2. Go to the example ticket
  3. You verify the status of the example ticket as closed in Overview tab
  4. Go to the Change tab of the example ticket
  5. You will observe that the MDR jobs was run in the backend and the last change logs will be captured which has modified the ticket

Resolution

For any ticket to be archived, there should not be any changes made in the timeframe of the Retention Period maintained.

Keywords

Archive, ticket, MDR, Archiving , KBA , archive , tickets , mdr run , archived, archiving , LOD-CRM-ACC , Account , How To

Product

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