How To Fix CRM_UIU_SRQM_COMMON063 - Incident is locked by another master ticket; cannot be unlocked

SAP Error Message - Details

• Message type: E = Error

• Message class: CRM_UIU_SRQM_COMMON -

• Message number: 063

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

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.

Unfortunately, there isn't any extra information in this error notice.

What else can you do?

First, use our AnswerBot below to get a possible cause and solution (requires a premium subscription).

Also, review the in-depth Common Questions & Answers listed below; you could discover a solution there or be able to connect with others who have faced similar challenges.

You can also try searching the SAP support portal (support.sap.com) but you need a special user ID to access it. It is possible that an SAP support note exists that provides additional details about the mistake or even steps for fixing it.

Smart SAP Assistant

• What is the cause and solution for SAP error message CRM_UIU_SRQM_COMMON063 - Incident is locked by another master ticket; cannot be unlocked ?

  The SAP error message "CRM_UIU_SRQM_COMMON063 Incident is locked by another master ticket; cannot be unlocked" typically occurs in the SAP Customer Relationship Management (CRM) system when a user attempts to unlock or modify an incident (or service request) that is currently locked by another master ticket. This locking mechanism is in place to prevent data inconsistencies and ensure that only one user can make changes to a particular incident at a time.
  Cause:
  
  Concurrent Access: The incident is being accessed or modified by another user or process, which has locked it for editing.
  Master Ticket Locking: The incident is associated with a master ticket that is currently in use, and the system prevents changes to ensure data integrity.
  Session Issues: Sometimes, a previous session may not have released the lock properly, causing the incident to remain locked.
  
  Solution:
  
  Identify the Locking Ticket: Determine which master ticket is locking the incident. This can often be done by checking the transaction logs or using transaction codes like SM12 (to view locks) or SM21 (to view system logs).
  Wait for Release: If another user is working on the master ticket, you may need to wait until they finish their work and release the lock.
  Contact the User: If you can identify the user who has the lock, you may contact them to see if they can release it.
  Unlock Manually: If you have the necessary authorizations, you can manually unlock the incident using transaction SM12. However, this should be done with caution, as it may lead to data inconsistencies if the other user is still working on it.
  Check for Stale Locks: If you suspect that the lock is stale (e.g., due to a session crash), you can check the lock entries in SM12 and delete the stale locks if appropriate.
  System Restart: In rare cases, a system restart may be necessary to clear locks, but this should be done as a last resort and typically requires coordination with your SAP Basis team.
  
  Related Information:
  
  Transaction Codes: Familiarize yourself with relevant transaction codes such as SM12 (to view and manage locks), SM21 (to view system logs), and CRMD_ORDER (to manage service requests and incidents).
  User Authorizations: Ensure that you have the necessary authorizations to view and manage locks in the system.
  Documentation: Refer to SAP documentation or support notes related to CRM incident management for more detailed troubleshooting steps and best practices.
  
  If the issue persists after trying the above solutions, it may be beneficial to consult with your SAP Basis team or open a support ticket with SAP for further assistance.