How To Fix CRM_IC_AUI018 - Item in process by another user or authorization missing

SAP Error Message - Details

• Message type: E = Error

• Message class: CRM_IC_AUI - Messages for Agent's Universal Inbox

• Message number: 018

• Message text: Item in process by another user or authorization missing

What causes this issue?

You are not able to process the item selected in the agent inbox.
This could have the following causes:
The item is already being processed by another user
You are not authorized to process the selected item

System Response

How to fix this error?

Contact your system administrator if you receive this error message
frequently.

Procedure for System Administrators

Ensure that the flag WFLOW/CRMUS in table T77S0 is set as described in
SAP note 632879; this setting is required for all CRM systems that use
SAP Business Workflow. Without this setting, the assignment of agents to
organizations cannot be determined.
See SAP note 880985.

The system issues an error message and will not allow you to continue with this transaction until the error is resolved.

Error message extract from SAP system. Copyright SAP SE.

Smart SAP Assistant

• What is the cause and solution for SAP error message CRM_IC_AUI018 - Item in process by another user or authorization missing ?

  The SAP error message CRM_IC_AUI018 indicates that an item is currently being processed by another user or that there is a missing authorization for the action you are trying to perform. This error typically occurs in the context of the SAP Customer Relationship Management (CRM) module, particularly in the Interaction Center (IC).
  Causes:
  
  Concurrent Access: Another user is currently editing or processing the same item (e.g., a business transaction, service request, etc.). SAP locks the item to prevent data inconsistencies.
  Authorization Issues: The user attempting to access or modify the item does not have the necessary authorizations to perform the action.
  Session Timeout: If a user has been inactive for a while, their session may have timed out, leading to potential conflicts when trying to access the same item.
  Technical Issues: There may be underlying technical issues, such as database locks or system performance problems.
  
  Solutions:
  
  
  Check for Concurrent Users:
  
  Verify if another user is currently working on the same item. You can check the transaction logs or ask your colleagues if they are accessing the same data.
  If possible, wait for the other user to finish their work.
  
  
  
  Review Authorizations:
  
  Ensure that the user has the necessary authorizations to access or modify the item. This can be done by checking the user roles and authorizations in the SAP system.
  If you lack the necessary permissions, contact your system administrator or security team to request the required access.
  
  
  
  Session Management:
  
  If you suspect a session timeout, try logging out and logging back into the system.
  Clear your browser cache or restart the SAP GUI if you are using it.
  
  
  
  Technical Support:
  
  If the issue persists, consult your SAP Basis team or technical support. They can check for any database locks or system performance issues that might be causing the error.
  
  
  
  Retry the Action:
  
  After confirming that no other user is processing the item and that you have the necessary authorizations, try to perform the action again.
  
  
  
  Related Information:
  
  Transaction Codes: Familiarize yourself with relevant transaction codes that may help in troubleshooting, such as SU53 (to check authorization issues) or SM12 (to check for locks).
  SAP Notes: Check the SAP Support Portal for any relevant SAP Notes that may address this specific error message or provide additional troubleshooting steps.
  Documentation: Review the SAP documentation for CRM and Interaction Center for best practices on handling concurrent access and authorization management.
  
  By following these steps, you should be able to identify the cause of the error and take appropriate action to resolve it.