How To Fix CRM_CASE_XI004 - Case GUID &1 does not have external key

SAP Error Message - Details

• Message type: E = Error

• Message class: CRM_CASE_XI - Message for CRM case XI

• Message number: 004

• Message text: Case GUID &1 does not have external key

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.

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Smart SAP Assistant

• What is the cause and solution for SAP error message CRM_CASE_XI004 - Case GUID &1 does not have external key ?

  The SAP error message CRM_CASE_XI004, which states "Case GUID &1 does not have external key," typically occurs in the context of SAP CRM (Customer Relationship Management) when there is an issue with the external key associated with a case (or service request). This error indicates that the system is unable to find an external key for the specified case GUID (Globally Unique Identifier).
  Cause:
  
  Missing External Key: The case identified by the GUID does not have an associated external key. This could happen if the case was created without an external reference or if the external key was not populated correctly during the case creation process.
  Data Inconsistency: There may be inconsistencies in the data, such as if the case was migrated from another system and the external key was not transferred properly.
  Configuration Issues: There might be configuration settings in the CRM system that are not set up correctly, leading to the absence of external keys for cases.
  
  Solution:
  
  Check Case Creation Process: Review the process used to create the case. Ensure that the external key is being populated correctly during the creation of the case.
  Update the Case: If the case already exists without an external key, you can manually update the case to include the necessary external key. This can typically be done through the CRM interface or via a programmatic update if you have access to the backend.
  Data Migration Review: If the cases were migrated from another system, verify that the migration process included the external keys and that they were mapped correctly.
  Configuration Review: Check the configuration settings in the CRM system to ensure that external keys are being generated and stored as expected. This may involve reviewing the customizing settings for case management.
  Consult Documentation: Refer to SAP documentation or notes related to CRM case management for any specific guidelines or known issues regarding external keys.
  
  Related Information:
  
  SAP Notes: Check for any relevant SAP Notes that may address this specific error or provide additional troubleshooting steps.
  Transaction Codes: Use transaction codes like CRMD_ORDER to view and manage cases, and SE11 to check the database table structure for cases.
  Debugging: If you have access to debugging tools, you can trace the process to see where the external key is expected and why it might be missing.
  Support: If the issue persists, consider reaching out to SAP support or your internal SAP team for further assistance.
  
  By following these steps, you should be able to identify the root cause of the error and implement a solution to resolve it.