How To Fix CRM_SRQM_COMMON036 - Escalation level is 0; no need to de-escalate

SAP Error Message - Details

• Message type: E = Error

• Message class: CRM_SRQM_COMMON - Message class for SRQM common parts

• Message number: 036

• Message text: Escalation level is 0; no need to de-escalate

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_SRQM_COMMON036 - Escalation level is 0; no need to de-escalate ?

  The SAP error message CRM_SRQM_COMMON036 indicates that there is an attempt to de-escalate a service request or incident that is already at the lowest escalation level (level 0). In this context, "de-escalation" refers to the process of reducing the urgency or priority of a service request, but if the request is already at the lowest level, there is no need to de-escalate further.
  Cause:
  
  Current Escalation Level: The service request is already at escalation level 0, which means it is not escalated and does not require any further action to reduce its urgency.
  Incorrect Process Flow: There may be a misunderstanding in the workflow or process that led to an attempt to de-escalate when it is not necessary.
  System Configuration: There could be a configuration issue in the CRM system that is causing the escalation levels to be mismanaged.
  
  Solution:
  
  Check Escalation Levels: Verify the current escalation level of the service request. If it is indeed at level 0, no action is needed.
  Review Workflow: Examine the workflow or process that led to the attempt to de-escalate. Ensure that the logic for escalation and de-escalation is correctly implemented.
  User Training: If users are frequently encountering this error, consider providing training or documentation to clarify the escalation/de-escalation process.
  System Configuration: If you suspect a configuration issue, consult with your SAP administrator or technical team to review the settings related to escalation levels in the CRM system.
  
  Related Information:
  
  Escalation Management: Understand how escalation management works in SAP CRM, including the different levels of escalation and the criteria for moving between them.
  SAP Notes: Check for any relevant SAP Notes or documentation that may address this specific error or provide additional context on escalation management.
  Support: If the issue persists or if you believe it is a bug, consider reaching out to SAP support for further assistance.
  
  By following these steps, you should be able to address the error message and ensure that the escalation process is functioning as intended.