How To Fix CRM_CASE182 - Case cannot be closed; it was escalated

SAP Error Message - Details

• Message type: E = Error

• Message class: CRM_CASE - Messages for CRM Case Management

• Message number: 182

• Message text: Case cannot be closed; it was escalated

Self-Explanatory Message

Since SAP believes that this specific error message is 'self-explanatory,' no more information has been given.The majority of messages in the SAP system have a message text, however this is frequently insufficient to comprehend or resolve the problem.

To make things easier, more detailed information is frequently added to describe the issue, how to fix it, and the necessary steps or configuration modifications.

Unfortunately, there isn't any extra information in this error notice.

What else can you do?

First, use our AnswerBot below to get a possible cause and solution (requires a premium subscription).

Also, review the in-depth Common Questions & Answers listed below; you could discover a solution there or be able to connect with others who have faced similar challenges.

You can also try searching the SAP support portal (support.sap.com) but you need a special user ID to access it. It is possible that an SAP support note exists that provides additional details about the mistake or even steps for fixing it.

Smart SAP Assistant

• What is the cause and solution for SAP error message CRM_CASE182 - Case cannot be closed; it was escalated ?

  The SAP error message CRM_CASE182 indicates that a case cannot be closed because it has been escalated. This typically means that the case is still under review or requires further action due to its escalated status. Here’s a breakdown of the cause, potential solutions, and related information:
  Cause:
  
  Escalation Status: The case has been marked as escalated, which usually means it is being handled at a higher level of authority or requires additional attention.
  Pending Actions: There may be pending actions or tasks that need to be completed before the case can be closed.
  Business Rules: There may be specific business rules or workflows in place that prevent the closure of escalated cases until certain conditions are met.
  
  Solution:
  
  Review Escalation: Check the details of the escalation. Determine why the case was escalated and what actions are required to resolve the issue.
  Complete Required Actions: Ensure that all necessary actions related to the case are completed. This may include resolving customer issues, updating case details, or obtaining approvals.
  Change Status: If appropriate, change the status of the case from escalated to a normal status (if your role allows it) after addressing the concerns that led to the escalation.
  Consult with Management: If you are unsure about how to proceed, consult with a supervisor or manager who can provide guidance on how to handle the escalated case.
  Check Configuration: If you have the necessary access, check the configuration settings in the CRM system to ensure that the escalation and closure processes are set up correctly.
  
  Related Information:
  
  User Roles and Permissions: Ensure that you have the necessary permissions to change the status of the case or to close it. Sometimes, only certain roles can perform these actions.
  Documentation: Refer to the SAP CRM documentation or user manuals for specific instructions on handling escalated cases.
  Training: If you frequently encounter this issue, consider additional training on case management within SAP CRM to better understand the workflows and processes involved.
  
  If the issue persists after following these steps, it may be beneficial to reach out to your SAP support team or consult with an SAP expert for further assistance.