How To Fix CRM_ICM_CMG006 - Problem retrieving external references

SAP Error Message - Details

• Message type: E = Error

• Message class: CRM_ICM_CMG - Messages for ICM Cases & Leads

• Message number: 006

• Message text: Problem retrieving external references

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.

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Smart SAP Assistant

• What is the cause and solution for SAP error message CRM_ICM_CMG006 - Problem retrieving external references ?

  The SAP error message CRM_ICM_CMG006 indicates a problem with retrieving external references in the SAP Customer Relationship Management (CRM) system, particularly in the context of the Interaction Center (IC). This error can occur due to various reasons, including configuration issues, data inconsistencies, or connectivity problems with external systems.
  Causes:
  
  Configuration Issues: Incorrect settings in the CRM system or in the integration with external systems can lead to this error.
  Data Inconsistencies: Missing or incorrect data in the relevant tables can prevent the system from retrieving the necessary external references.
  Network or Connectivity Problems: Issues with network connectivity or the external system being down can also cause this error.
  Authorization Issues: The user may not have the necessary permissions to access the external references.
  System Performance: High load on the system or performance issues can lead to timeouts when trying to retrieve data.
  
  Solutions:
  
  Check Configuration: Review the configuration settings for the CRM system and the external systems. Ensure that all necessary parameters are correctly set.
  Data Validation: Verify the data in the relevant tables to ensure that all required information is present and correct. Look for any inconsistencies or missing entries.
  Network Check: Ensure that there are no network issues preventing communication with the external system. Check if the external system is up and running.
  Authorization Review: Confirm that the user encountering the error has the necessary authorizations to access the external references.
  System Performance Monitoring: Monitor the system performance and check for any bottlenecks. If necessary, optimize the system or increase resources.
  Error Logs: Check the application logs for more detailed error messages that can provide additional context about the issue.
  
  Related Information:
  
  SAP Notes: Search for relevant SAP Notes in the SAP Support Portal that may address this specific error or provide patches and updates.
  Documentation: Review the official SAP documentation for CRM and Interaction Center for guidance on configuration and troubleshooting.
  Community Forums: Engage with the SAP Community or other forums where users may have encountered similar issues and can share their solutions.
  
  If the problem persists after trying the above solutions, it may be necessary to contact SAP support for further assistance.