How To Fix CRM_ICM_CMG023 - Cannot set external professionals as the main employees responsible

SAP Error Message - Details

• Message type: E = Error

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

• Message number: 023

• Message text: Cannot set external professionals as the main employees responsible

What causes this issue?

External professionals cannot be set to main employees responsible
because external professionals are not employees of policing
organizations, and are thus not within a policing organization. Only
employees of policing organizations can be set to main employee
responsible.

System Response

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

How to fix this error?

Select a business partner, who is an employee/internal professional,
within <LS>Staff and Units </>to be the <LS>Main Employee Responsible
</>.

Procedure for System Administrators

Error message extract from SAP system. Copyright SAP SE.

Smart SAP Assistant

• What is the cause and solution for SAP error message CRM_ICM_CMG023 - Cannot set external professionals as the main employees responsible ?

  The SAP error message CRM_ICM_CMG023 indicates that there is an issue with setting external professionals as the main employees responsible for a particular business object in the SAP CRM system. This error typically arises in scenarios where the system is configured to restrict certain roles or types of employees from being designated as the primary responsible party for specific tasks or transactions.
  Cause:
  
  Role Restrictions: The system may have specific configurations that prevent external professionals (e.g., contractors or third-party service providers) from being assigned as the main responsible employees. This is often due to business rules or compliance requirements.
  Employee Type: The employee being assigned may not be classified correctly in the system, or their status may not allow them to be set as the main responsible employee.
  Configuration Settings: There may be settings in the CRM system that dictate which employee types can be assigned to certain roles or responsibilities.
  
  Solution:
  
  Check Employee Type: Verify the classification of the employee you are trying to assign. Ensure that they are set up correctly in the system and that their role allows them to be assigned as the main responsible employee.
  Review Configuration: Consult with your SAP administrator or functional consultant to review the configuration settings related to employee roles and responsibilities. They may need to adjust the settings to allow external professionals to be assigned as main employees.
  Use Internal Employees: If the business rules do not allow external professionals to be assigned, consider using an internal employee for the main responsibility and keep the external professional in a supporting role.
  Consult Documentation: Refer to SAP documentation or support notes related to this error message for any specific guidelines or updates that may address the issue.
  
  Related Information:
  
  SAP Notes: Check for any relevant SAP Notes that may provide additional insights or patches related to this error.
  User Roles and Authorizations: Ensure that the user attempting to make the assignment has the necessary authorizations to perform this action.
  Business Process Impact: Understand how this restriction impacts your business processes and whether there are alternative workflows that can accommodate the use of external professionals.
  
  If the issue persists after checking these aspects, it may be beneficial to reach out to SAP support for further assistance.