How To Fix WS_CWB064 - Logically deleted complaints cannot be reopened

SAP Error Message - Details

• Message type: E = Error

• Message class: WS_CWB - Complaints Workbench

• Message number: 064

• Message text: Logically deleted complaints cannot be reopened

Self-Explanatory Message

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• What is the cause and solution for SAP error message WS_CWB064 - Logically deleted complaints cannot be reopened ?

  SAP Error Message:
  
  WS_CWB064: Logically deleted complaints cannot be reopened
  
  Cause:
  This error occurs when a user attempts to reopen a complaint that has been logically deleted in the SAP system. In SAP Quality Management (QM) or Customer Service (CS) modules, complaints can be marked as logically deleted (soft deleted) rather than physically removed from the database. Once a complaint is logically deleted, it is considered closed and inactive, and the system does not allow reopening or further processing of such complaints.
  
  Explanation:
  
  Logical deletion means the complaint record is flagged as deleted but still exists in the database.
  The system prevents reopening to maintain data integrity and avoid inconsistencies.
  This is a standard behavior to ensure that deleted complaints are not accidentally reactivated.
  
  
  Solution:
  
  
  Check the status of the complaint:
  
  Verify if the complaint is indeed logically deleted.
  You can check the deletion flag in the complaint header or database tables (e.g., QMEL table for complaints).
  
  
  
  If reopening is necessary:
  
  Option 1: Create a new complaint referencing the old one.
  Option 2: If business process allows, remove the logical deletion flag by technical means (not recommended without proper authorization and understanding).
  
  This might involve direct database updates or using SAP standard transactions/programs to reverse the deletion.
  Consult with your SAP Basis or Development team before attempting this.
  
  
  
  
  
  Preventive:
  
  Train users to avoid logically deleting complaints that might need to be reopened.
  Use proper status management and closure procedures.
  
  
  
  
  Related Information:
  
  Transaction codes:  
  
  QM02 (Change Complaint) – where you might encounter this error when trying to reopen.
  QMEL – Table storing complaint header data.
  
  
  SAP Notes:  
  
  Check SAP Notes related to complaint management and logical deletion for any patches or updates.
  
  
  Business Process:  
  
  Logical deletion is often used to keep historical data without cluttering active complaint lists.
  Reopening logically deleted complaints is generally against standard process flows.
  
  
  
  
  Summary:
  
  Cause: Attempt to reopen a complaint that is logically deleted.
  Solution: Cannot reopen logically deleted complaints; create a new complaint or consult SAP support for advanced options.
  Best Practice: Avoid logical deletion if reopening might be required; use proper complaint closure procedures.
  
  
  If you need further assistance, please provide the complaint number and the transaction used, or check with your SAP QM/CS consultant.