How To Fix CRM_UIU_SRQM_COMMON062 - Incident is locked by master ticket; cannot be changed

SAP Error Message - Details

• Message type: E = Error

• Message class: CRM_UIU_SRQM_COMMON -

• Message number: 062

• Message text: Incident is locked by master ticket; cannot be changed

Self-Explanatory Message

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Smart SAP Assistant

• What is the cause and solution for SAP error message CRM_UIU_SRQM_COMMON062 - Incident is locked by master ticket; cannot be changed ?

  The SAP error message "CRM_UIU_SRQM_COMMON062: Incident is locked by master ticket; cannot be changed" typically occurs in the SAP Customer Relationship Management (CRM) system when you attempt to modify an incident (or service request) that is currently locked because it is associated with a master ticket. This locking mechanism is in place to ensure data integrity and prevent conflicting changes.
  Cause:
  
  Master Ticket Locking: The incident you are trying to modify is linked to a master ticket, which is currently in a state that prevents changes to its associated incidents. This could be due to the master ticket being in a status that requires it to be locked for updates (e.g., being processed, closed, or in a review state).
  Workflow Processes: If there are ongoing workflow processes or approvals related to the master ticket, the system may lock the associated incidents to prevent changes until the workflow is completed.
  User Permissions: In some cases, user permissions or roles may restrict the ability to modify incidents linked to master tickets.
  
  Solution:
  
  Check Master Ticket Status: Review the status of the master ticket associated with the incident. If it is in a locked state, you may need to wait until the ticket is unlocked or completed.
  Unlock the Master Ticket: If you have the necessary permissions, you may be able to unlock the master ticket or change its status to allow modifications to the incident.
  Consult with the Ticket Owner: If you do not have the necessary permissions, consult with the owner of the master ticket or the relevant team to understand why the ticket is locked and if it can be unlocked.
  Review Workflow Processes: If the incident is part of a workflow, check the workflow status and see if any actions are required to complete or approve the workflow.
  Contact SAP Support: If the issue persists and you cannot determine the cause, consider reaching out to SAP support for assistance.
  
  Related Information:
  
  SAP Notes: Check for any relevant SAP Notes that may provide additional insights or solutions related to this error message.
  Documentation: Review the SAP CRM documentation for information on incident management and master ticket handling.
  User Roles and Permissions: Ensure that your user role has the necessary permissions to modify incidents and master tickets.
  
  By following these steps, you should be able to address the error message and proceed with the necessary changes to the incident.