How To Fix CRM_UIU_SRQM_COMMON080 - Service ticket 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: 080

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

Self-Explanatory Message

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Smart SAP Assistant

• What is the cause and solution for SAP error message CRM_UIU_SRQM_COMMON080 - Service ticket is locked by another master ticket; cannot be unlocked ?

  The SAP error message CRM_UIU_SRQM_COMMON080 indicates that a service ticket is locked because it is associated with another master ticket. This typically occurs in the context of SAP Customer Relationship Management (CRM) when a service request or ticket is being processed, and it is linked to a master ticket that is currently locked for editing or processing.
  Cause:
  
  Master Ticket Lock: The service ticket is linked to a master ticket that is currently being edited or is in a locked state due to another user or process.
  Transaction in Progress: Another user might be working on the master ticket, which prevents any changes to the associated service ticket.
  System Configuration: There may be specific configurations or settings in the CRM system that enforce locking mechanisms for related tickets.
  
  Solution:
  
  Identify the Locking User: Check who is currently editing the master ticket. You can use transaction codes like SM12 (to view locks) or SM21 (to view system logs) to identify the user or process that has locked the master ticket.
  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.
  Communicate with Users: If you identify the user who has the lock, communicate with them to understand when they will be done, or if they can release the lock.
  Force Unlock (if necessary): If you have the necessary authorizations and it is appropriate to do so, you can manually unlock the master ticket 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 Background Jobs: Sometimes, background jobs or processes may hold locks. Check if any background jobs are running that might be affecting the master ticket.
  Review System Configuration: If this issue occurs frequently, review the system configuration and locking mechanisms to ensure they are set up correctly.
  
  Related Information:
  
  SAP Notes: Check SAP Notes for any known issues or patches related to this error message. SAP Notes can provide additional context or solutions.
  Documentation: Review the SAP CRM documentation for information on ticket management and locking mechanisms.
  User Training: Ensure that users are trained on how to manage service tickets and understand the implications of locking mechanisms in the system.
  
  If the problem persists after trying the above solutions, consider reaching out to your SAP support team for further assistance.