How To Fix CRM_UIU_CT_IB_GENIL015 - Work item successfully reset and released to all agents again

SAP Error Message - Details

• Message type: E = Error

• Message class: CRM_UIU_CT_IB_GENIL - Messages UIU Cross Topcs Inbox GenIl

• Message number: 015

• Message text: Work item successfully reset and released to all agents again

Self-Explanatory Message

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Smart SAP Assistant

• What is the cause and solution for SAP error message CRM_UIU_CT_IB_GENIL015 - Work item successfully reset and released to all agents again ?

  The SAP error message "CRM_UIU_CT_IB_GENIL015: Work item successfully reset and released to all agents again" typically occurs in the context of SAP CRM (Customer Relationship Management) when there is an issue with the processing of work items in the system. This message indicates that a work item has been reset and is now available for reassignment to agents.
  Cause:
  
  Work Item Processing Issues: The work item may have encountered an error during processing, leading to its reset.
  Agent Availability: The work item may have been assigned to an agent who is no longer available or has been removed from the assignment list.
  System Configuration: There may be configuration issues in the workflow or business process that lead to the work item being reset.
  User Locking: The user who was processing the work item may have been locked or logged out, causing the system to reset the work item.
  
  Solution:
  
  Check Work Item Status: Review the status of the work item in the SAP system to understand why it was reset. You can use transaction codes like SWI1 (Work Item Selection) to analyze the work item.
  Reassign Work Item: If the work item is still relevant, you can manually reassign it to an available agent or group.
  Review Workflow Configuration: Check the workflow configuration to ensure that it is set up correctly and that there are no issues with the assignment rules.
  User Availability: Ensure that the agents who are supposed to handle the work items are available and not locked out of the system.
  System Logs: Check system logs (transaction SLG1) for any related error messages that might provide more context on why the work item was reset.
  Consult Documentation: Refer to SAP documentation or support notes related to CRM workflows and work item processing for additional troubleshooting steps.
  
  Related Information:
  
  SAP Notes: Search for relevant SAP Notes in the SAP Support Portal that might address specific issues related to work item processing in CRM.
  SAP Community: Engage with the SAP Community forums to see if other users have encountered similar issues and what solutions they have found.
  Training and Documentation: Ensure that users are trained on how to handle work items and understand the workflow processes in SAP CRM.
  
  If the issue persists after trying the above solutions, it may be necessary to involve your SAP Basis or technical support team for further investigation.