How To Fix CRM_IC_APPL_UI_CHMSG102 - Cannot request wrap up time

SAP Error Message - Details

• Message type: E = Error

• Message class: CRM_IC_APPL_UI_CHMSG - Message class for CRM_IC_APPL_UI_COMMCHANNELS

• Message number: 102

• Message text: Cannot request wrap up time

Self-Explanatory Message

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Smart SAP Assistant

• What is the cause and solution for SAP error message CRM_IC_APPL_UI_CHMSG102 - Cannot request wrap up time ?

  The SAP error message "CRM_IC_APPL_UI_CHMSG102: Cannot request wrap up time" typically occurs in the context of the SAP Customer Relationship Management (CRM) system, particularly when dealing with interaction center (IC) applications. This error is related to the wrap-up time that agents are supposed to log after handling a customer interaction.
  Cause:
  The error can be caused by several factors, including:
  
  
  Configuration Issues: The system may not be properly configured to allow wrap-up time requests. This could be due to missing settings in the CRM configuration or in the interaction center settings.
  
  
  User Permissions: The user may not have the necessary permissions to request wrap-up time. This can happen if the user role does not include the required authorizations.
  
  
  Technical Issues: There may be underlying technical issues, such as problems with the backend system or connectivity issues that prevent the wrap-up time from being processed.
  
  
  Business Logic: The business logic defined in the CRM system may not allow for wrap-up time under certain conditions, such as if the interaction is not in a state that permits wrap-up.
  
  
  Solution:
  To resolve the error, you can take the following steps:
  
  
  Check Configuration:
  
  Review the configuration settings in the CRM system related to the interaction center and wrap-up time. Ensure that all necessary settings are correctly configured.
  
  
  
  Verify User Permissions:
  
  Check the user roles and authorizations to ensure that the user has the necessary permissions to request wrap-up time. You may need to consult with your SAP security team to adjust roles if needed.
  
  
  
  Review System Logs:
  
  Look at the system logs (transaction SLG1) for any additional error messages or warnings that could provide more context about the issue.
  
  
  
  Test with Different Users:
  
  Try to replicate the issue with different user accounts to determine if it is user-specific or a broader system issue.
  
  
  
  Consult Documentation:
  
  Refer to SAP documentation or notes related to CRM and interaction center functionalities for any known issues or patches that may address this error.
  
  
  
  Contact SAP Support:
  
  If the issue persists after checking the above points, consider reaching out to SAP support for further assistance. Provide them with detailed information about the error, including any relevant logs or screenshots.
  
  
  
  Related Information:
  
  SAP Notes: Check for any relevant SAP Notes that might address this specific error or provide guidance on configuration and troubleshooting.
  User Guides: Review user guides or training materials related to the interaction center to ensure that users are following the correct procedures for requesting wrap-up time.
  Community Forums: Engage with SAP community forums or user groups where similar issues may have been discussed, and solutions shared.
  
  By following these steps, you should be able to identify the cause of the error and implement a solution to resolve it.