How To Fix CRM_IC_SERVICE011 - Rule found &1 responsible employees. Check routing result

SAP Error Message - Details

• Message type: E = Error

• Message class: CRM_IC_SERVICE - IC Web Client - Service Related Messages

• Message number: 011

• Message text: Rule found &1 responsible employees. Check routing result

Self-Explanatory Message

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Smart SAP Assistant

• What is the cause and solution for SAP error message CRM_IC_SERVICE011 - Rule found &1 responsible employees. Check routing result ?

  The SAP error message "CRM_IC_SERVICE011: Rule found &1 responsible employees. Check routing result" typically occurs in the context of the SAP Customer Relationship Management (CRM) module, particularly when dealing with service requests or incidents. This error indicates that the system has identified multiple responsible employees based on the routing rules defined in the system, but it is unable to determine which one should be assigned to the task or service request.
  Cause:
  
  Multiple Responsible Employees: The routing rules configured in the system have resulted in multiple employees being identified as responsible for the service request. This can happen if the rules are too broad or if there are overlapping criteria.
  Configuration Issues: There may be issues with the configuration of the routing rules in the CRM system, leading to ambiguity in employee assignment.
  Data Inconsistencies: Inconsistent or incomplete data in the employee master records or service request details can also lead to this error.
  
  Solution:
  
  Review Routing Rules: Check the routing rules defined in the system. Ensure that they are specific enough to avoid ambiguity. You may need to refine the criteria used to determine responsible employees.
  Check Employee Master Data: Verify that the employee master data is complete and accurate. Ensure that the employees have the necessary authorizations and are correctly assigned to the relevant organizational units.
  Test Routing Logic: Use the test functionality in the CRM system to simulate the routing process and see how the rules are applied. This can help identify why multiple employees are being selected.
  Adjust Configuration: If necessary, adjust the configuration settings in the CRM system to ensure that only one employee is selected as responsible based on the defined rules.
  Consult Documentation: Refer to SAP documentation or help resources for guidance on configuring routing rules and handling responsible employee assignments.
  
  Related Information:
  
  Transaction Codes: You may need to use transaction codes like CRMD_ORDER to access service requests or SPRO to access the configuration settings for routing rules.
  SAP Notes: Check for any relevant SAP Notes that may address known issues or provide additional guidance on this error message.
  Support: If the issue persists after checking the above points, consider reaching out to your SAP support team or consulting with an SAP expert for further assistance.
  
  By following these steps, you should be able to resolve the error and ensure that service requests are routed to the appropriate responsible employee.