How To Fix WS_CWB040 - Complaint &1 with complaint reason &2 cannot be reopened

SAP Error Message - Details

• Message type: E = Error

• Message class: WS_CWB - Complaints Workbench

• Message number: 040

• Message text: Complaint &1 with complaint reason &2 cannot be reopened

What causes this issue?

The system issues an error message and will not allow you to continue with this transaction until the error is resolved.

System Response

The complaint cannot be reopened.

How to fix this error?

Define a reopening complaints status in Customizing for complaints
reason &V2&.

Procedure for System Administrators

Error message extract from SAP system. Copyright SAP SE.

Smart SAP Assistant

• What is the cause and solution for SAP error message WS_CWB040 - Complaint &1 with complaint reason &2 cannot be reopened ?

  The SAP error message:
  WS_CWB040 Complaint &1 with complaint reason &2 cannot be reopened
  typically occurs in the context of Quality Management (QM) or Customer Service processes where complaints are managed.
  
  Cause
  This error indicates that a complaint document (identified by &1) with a specific complaint reason (identified by &2) is in a status or condition that does not allow it to be reopened. Common reasons include:
  
  The complaint has already been closed or archived.
  The complaint is in a status that prohibits reopening (e.g., completed, settled, or blocked).
  The complaint reason assigned to the complaint does not permit reopening due to business rules or configuration.
  There might be follow-up documents or processes linked to the complaint that prevent reopening (e.g., quality notifications, service orders, or billing documents).
  
  
  Solution
  To resolve this error, consider the following steps:
  
  
  Check Complaint Status:
  
  Verify the current status of the complaint in transaction codes like QM03 (Display Quality Notification) or the relevant complaint management transaction.
  If the complaint is closed or completed, reopening might not be allowed by design.
  
  
  
  Review Complaint Reason Configuration:
  
  Check the configuration of the complaint reason in IMG under Quality Management ? Quality Notifications ? Notification Types ? Define Notification Reasons.
  Some complaint reasons may be configured to disallow reopening.
  
  
  
  Check for Follow-up Documents:
  
  Investigate if there are any follow-up documents (e.g., service orders, billing documents) linked to the complaint that prevent reopening.
  If such documents exist, you may need to reverse or delete them before reopening the complaint.
  
  
  
  Change Complaint Status (if allowed):
  
  If business rules permit, change the status of the complaint to a status that allows editing or reopening.
  This can be done via status management in the complaint processing transactions.
  
  
  
  Consult Business Process Owner:
  
  Sometimes, reopening complaints is restricted by business policy.
  Confirm with the process owner if reopening is allowed and under what conditions.
  
  
  
  SAP Notes and Support:
  
  Check SAP Notes for any known issues related to this error message.
  If the problem persists, consider raising a support ticket with SAP, providing the complaint number and complaint reason.
  
  
  
  
  Related Information
  
  
  Transaction Codes:
  
  QM01 - Create Quality Notification
  QM02 - Change Quality Notification
  QM03 - Display Quality Notification
  IW52 - Change Service Order (if linked)
  
  
  
  IMG Path for Complaint Reason Configuration:
  
  SPRO ? Quality Management ? Quality Notifications ? Notification Types ? Define Notification Reasons
  
  
  
  Status Management:
  
  Complaint statuses control the processing and editing capabilities.
  Status profiles and individual statuses can be configured to allow or disallow reopening.
  
  
  
  
  If you provide the complaint number and complaint reason, I can help you check the specific configuration or status details.