How To Fix CRM_ROUTING_GROUP403 - Agent &1 and agent guid &2 do not match

SAP Error Message - Details

• Message type: E = Error

• Message class: CRM_ROUTING_GROUP -

• Message number: 403

• Message text: Agent &1 and agent guid &2 do not match

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.

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Smart SAP Assistant

• What is the cause and solution for SAP error message CRM_ROUTING_GROUP403 - Agent &1 and agent guid &2 do not match ?

  The SAP error message "CRM_ROUTING_GROUP403: Agent &1 and agent GUID &2 do not match" typically occurs in the context of SAP CRM (Customer Relationship Management) when there is a mismatch between the agent ID and the corresponding agent GUID (Globally Unique Identifier). This error can arise during various operations, such as when trying to assign an agent to a task or when processing a transaction that involves agents.
  Cause:
  
  Data Inconsistency: The most common cause of this error is a mismatch between the agent ID and the GUID in the system. This can happen if the agent's data has been modified or if there are inconsistencies in the database.
  Incorrect Configuration: If the routing configuration or agent assignment is not set up correctly, it can lead to this error.
  System Updates: Changes made to the system, such as updates or migrations, may lead to inconsistencies in agent data.
  User Error: Manual entry errors when assigning agents can also lead to this mismatch.
  
  Solution:
  
  Verify Agent Data: Check the agent ID and GUID in the system to ensure they match. You can do this by looking up the agent in the relevant transaction (e.g., transaction CRMD_ORDER or similar).
  Reassign Agent: If there is a mismatch, try reassigning the agent to the task or transaction. Ensure that you are using the correct agent ID and that it corresponds to the correct GUID.
  Check Configuration: Review the routing configuration settings in the CRM system to ensure that they are set up correctly. This includes checking the agent determination rules and ensuring that they are properly configured.
  Database Consistency Check: If the issue persists, consider running a consistency check on the database to identify and resolve any discrepancies.
  Consult Documentation: Refer to SAP documentation or notes related to CRM routing and agent assignment for any specific guidance or patches that may address this issue.
  Contact SAP Support: If you are unable to resolve the issue, consider reaching out to SAP support for assistance. They may provide insights or solutions based on the specific version and configuration of your SAP system.
  
  Related Information:
  
  Transaction Codes: Familiarize yourself with relevant transaction codes such as CRMD_ORDER, CRMD_ORDERADM_H, or others that may be used for agent assignment and routing.
  SAP Notes: Check for any SAP Notes that may address known issues related to agent assignment and routing in your version of SAP CRM.
  System Logs: Review system logs for additional error messages or warnings that may provide more context about the issue.
  
  By following these steps, you should be able to identify the cause of the error and implement a solution to resolve it.