9 Replies Latest reply on Jul 14, 2015 7:49 AM by Atul Matkar

SRM:Request, how to delete a Service Request?

Pilar NameToUpdate Sep 23, 2012 5:42 AM

Dear all,

After looking some discussions in this forum I found some interesting information about how to delete a Service Request from the SRM:Request form.

But the first step that it says is that it has to be applied the deletion action (Ctrl+D), which in my case is not active. So, I've tried to modify the FORM PROPERTIES (at the Developer Studio) by checking the Delete option, but afterwards, I try to delete something but it is still not activated.

How can I do it?

Afterwards, what I have to do?

1. To disable the filter SRM:SHR:Permission_001_DeleteError

2. Delete all the data from the next forms (like it is said at this discussion: https://communities.bmc.com/communities/message/225416#225416):

AP:Signature (SRM:Request.SysRequestID = AP:Signature.Request

AP:Detail (SRM:Request.SysRequestID = AP:Detail.Request)

APR:Non-ApprovalNotifications (SRM:Request.InstanceId = APR:Non-ApprovalNotifications.ParentInstanceId)

SRM:AppInstanceBridge (SRM:Request.InstanceId = SRM:AppInstanceBridge.SRInstanceID)

SRM:AppInstanceFlow (SRM:Request.InstanceId = SRM:AppInstanceFlow.RootInstanceID)

SRM:Associations (SRM:Request.InstanceId = SRM:Associations.Service Request InstanceID)

SRM:QuestionResponse (SRM:Request.InstanceId = SRM:QuestionResponse.SRInstanceID)

SRM:SR_AuditLog (SRM:Request.SysRequestID = SRM:SR_AuditLog.Original Request ID)

NTE:Notifier Log (SRM:Request.Request_Number = NTE:Notifier_Log.Request ID02_Ticket)

SRM:Survey (SRM:Request.InstanceId = SRM_Survey.Originating Request InstanceID)

SRM:WorkInfo (SRM:Request.InstanceId = SRM:WorkInfo.SRInstanceId)

SLM:Measurement (SRM:Request.InstanceId = SLM:Measurement.ApplicationInstanceID)

SLM:EventSchedule (SRM:Request.InstanceId = SLM:EventSchedule.SLA Reference InstanceID)

SLM:MilestoneLogging (SRM:Request.InstanceId = SLM:MilestoneLogging.Application InstanceID)

HPD:Associations (SRM:Request.Request_Number = HPD:Associations.Request ID01 AND HPD:Associations.Request Type01 = 23000)

AST:CMDB Associations (SRM:Request.Request Number = AST:CMDB Associations.Request ID01 AND AST:CMDB Associations.Request Type01 = 23000)

CHG:Associations (SRM:Request.Request Number = CHG:Associations.Request ID01 AND CHG:Associations.Request Type01 = 23000)

PBM:Investigation Associations (SRM:Request.Request Number = PBM:Investigation Associations.Request ID01 AND PBM:Investigation Associations.Request Type01 = 23000)

PBM:Known Error Associations (SRM:Request.Request Number = PBM:Known Error Associations.Request ID01 AND PBM:Known Error Associations.Request Type01 = 23000)

PBM:Solution DB Associations (SRM:Request.Request Number = PBM:Solution DB Associations.Request ID01 AND PBM:Solution DB Associations.Request Type01 = 23000)

WOI:Associations (SRM:Request.Request Number = WOI:Associations.Request ID01 AND WOI:Associations.Request Type01 = 23000)

Thanks in advance,

Pilar

1. Re: SRM:Request, ¿how to delete a Service Request?

Laurent Matheo Sep 18, 2012 11:10 AM (in response to Pilar NameToUpdate)

Can't you just put it offline? Deleting is bad in ARS.
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2. Re: SRM:Request, ¿how to delete a Service Request?

Pilar NameToUpdate Sep 18, 2012 11:17 AM (in response to Pilar NameToUpdate)

No way. In production, we have to clean everything.
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3. Re: SRM:Request, ¿how to delete a Service Request?

Laurent Matheo Sep 18, 2012 11:19 AM (in response to Pilar NameToUpdate)

Well it could prove to be a pain since it also creates a CI when you create a SRD...
Did you have "administrator" permission when you tried to hit Control+D in SRM:Request? I guess you were in "Remedy User" and not mid tier?
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4. Re: SRM:Request, ¿how to delete a Service Request?

Pilar NameToUpdate Sep 19, 2012 1:34 AM (in response to Laurent Matheo)

Yes, I have "administratior" permissions, and I am trying to delete using the "Remedy User". And although I have modified the SRM:Request form properties in order to admit deletions, it does not work the Ctrl+D
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5. Re: SRM:Request, ¿how to delete a Service Request?

Laurent Matheo Sep 19, 2012 2:53 AM (in response to Pilar NameToUpdate)

Works for me, if you have multiple views (for example I have two views since I also got it in French), you'll need to do it in the view you access.
In my case, since I'm lazy, I checked "delete" for all the views and it works:
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6. Re: SRM:Request, ¿how to delete a Service Request?

Ashwanth Padmanabhan Sep 19, 2012 3:31 AM (in response to Pilar NameToUpdate)

still i would say its pain to delete a SR and then delete all its related entries from the associated forms which you have mentioned and that too you are gonna do it from production...

have an escalation ...specify the qual so that it will pick up your SRs....let that escalation run and say the status as Cancelled and update the summary of the Service Request to something meaningful which your business can understand like

"Testing Ticket so kindly ignore this"...

by the way what are these tickets?? where these tickets came from if its in prod ...nothing should be deleted i would say...if its for testing purpose you can mention the same in the summary of the ticket..instead of you going and deleting from all the forms(it may bring in some impact or may not but why to take that hard path )

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Baseline we dont have something like what we have in People Form set the Status to Delete so that it flushes off the record from People as well as from its related form... for the SRM:Request...
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7. Re: SRM:Request, how to delete a Service Request?

Deepti Asthana Oct 27, 2014 12:03 AM (in response to Laurent Matheo)

Hi Laurent,

I tried the above steps. I enabled the Delete option in the English View, but when i go to SRM:Request form I don't see any delete option available.

When I try to press CTRL+Del it doesn nothing

am I following the correct steps

Regards,
Deepti
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8. Re: SRM:Request, ¿how to delete a Service Request?

Atul Matkar Jul 14, 2015 1:21 AM (in response to Laurent Matheo)

i get this error and cannot delete record. Please advice how to delete unwanted records
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9. Re: SRM:Request, ¿how to delete a Service Request?

Atul Matkar Jul 14, 2015 7:49 AM (in response to Pilar NameToUpdate)

disbale SRM:SHR:Permission_001_DeleteError delete records and enable it
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