How To Fix CRM_SRQM_SOLMAN_IB009 - Incident processing failed; previous status restored

SAP Error Message - Details

• Message type: E = Error

• Message class: CRM_SRQM_SOLMAN_IB -

• Message number: 009

• Message text: Incident processing failed; previous status restored

Self-Explanatory Message

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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_SOLMAN_IB009 - Incident processing failed; previous status restored ?

  The SAP error message "CRM_SRQM_SOLMAN_IB009 Incident processing failed; previous status restored" typically occurs in the context of SAP Customer Relationship Management (CRM) and Solution Manager when there is an issue with processing an incident or service request. This error indicates that the system was unable to complete the processing of the incident, and as a result, it reverted to the previous status.
  Causes:
  
  System Configuration Issues: There may be misconfigurations in the CRM or Solution Manager settings that prevent proper incident processing.
  Authorization Problems: The user may not have the necessary authorizations to perform the action, leading to a failure in processing.
  Data Inconsistencies: There could be inconsistencies or missing data in the incident or service request that prevent it from being processed correctly.
  Technical Errors: There may be underlying technical issues, such as database problems, network issues, or system performance problems.
  Workflow Issues: If the incident processing involves workflows, any issues in the workflow configuration or execution can lead to this error.
  
  Solutions:
  
  Check Configuration: Review the configuration settings in both CRM and Solution Manager to ensure they are set up correctly for incident processing.
  Review Authorizations: Ensure that the user has the necessary authorizations to process incidents. This can be checked in the user roles and profiles.
  Validate Data: Check the incident or service request for any missing or inconsistent data. Ensure all required fields are filled out correctly.
  Analyze Logs: Look at the application logs (transaction SLG1) and system logs (transaction SM21) for any additional error messages or warnings that could provide more context on the failure.
  Check Workflows: If workflows are involved, verify that they are configured correctly and that there are no issues with the workflow instances.
  System Performance: Monitor system performance and check for any resource bottlenecks that could be affecting processing.
  Consult SAP Notes: Search for relevant SAP Notes in the SAP Support Portal that may address this specific error or provide patches or updates.
  
  Related Information:
  
  SAP Support: If the issue persists after trying the above solutions, consider reaching out to SAP Support for further assistance. Provide them with detailed information about the error, including any logs and the steps that led to the error.
  Documentation: Review the official SAP documentation for CRM and Solution Manager for best practices and troubleshooting steps related to incident processing.
  Community Forums: Engage with the SAP Community or forums where other users may have encountered similar issues and can share their solutions.
  
  By following these steps, you should be able to identify the root cause of the error and implement a solution to resolve it.