How To Fix WS_CWB072 - Error during reopening of complaint

SAP Error Message - Details

• Message type: E = Error

• Message class: WS_CWB - Complaints Workbench

• Message number: 072

• Message text: Error during reopening of complaint

Self-Explanatory Message

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• What is the cause and solution for SAP error message WS_CWB072 - Error during reopening of complaint ?

  SAP Error Message:
  
  WS_CWB072 - Error during reopening of complaint
  
  Cause:
  The error WS_CWB072 typically occurs when there is an issue during the process of reopening a complaint in SAP Customer Service (CS) or Quality Management (QM) module. The complaint document might be in a status or condition that does not allow reopening, or there could be inconsistencies or missing data preventing the status change.
  Common causes include:  
  
  The complaint is already in a status that does not permit reopening (e.g., it is closed or archived).  
  Missing or incomplete data required for reopening (e.g., required fields not maintained).  
  Business logic or user-exit validations preventing the status change.  
  Locking or authorization issues.  
  Inconsistencies in related documents or follow-up processing (e.g., notifications, tasks, or quality certificates linked to the complaint).
  
  
  Solution:
  To resolve WS_CWB072, follow these steps:
  
  
  Check Complaint Status:
  
  Verify the current status of the complaint. Only complaints in certain statuses can be reopened. Use transaction codes like QM02 (Change Complaint) or IW52 (Change Service Notification) to check the status.
  
  
  Review Status Profile and Allowed Status Changes:
  
  Check the status profile assigned to the complaint type and ensure that reopening is allowed from the current status. This can be done in customizing under:
  
  SPRO -> Quality Management -> Quality Notification -> Notification -> Define Status Profiles
  
  
  Check Required Fields and Data Completeness:
  
  Ensure all mandatory fields are filled. Sometimes reopening requires certain fields to be maintained or cleared.
  
  
  Check for Locks or Authorizations:
  
  Make sure the complaint is not locked by another user and that you have the necessary authorizations to reopen complaints.
  
  
  Review User-Exits or BAdIs:
  
  If there are custom validations or user-exits implemented (e.g., in QM or CS), check if they are preventing the reopening.
  
  
  Check Related Documents:
  
  Sometimes related documents (e.g., service orders, inspection lots) need to be in a certain status or need to be reopened first.
  
  
  Use SAP Notes and Support:
  
  Search for SAP Notes related to WS_CWB072 for any known bugs or patches.
  
  
  
  Related Information:
  
  
  Transaction Codes:  
  
  QM02 – Change Complaint  
  IW52 – Change Service Notification  
  QM03 – Display Complaint
  
  
  
  Status Management:
  
  Complaints use status profiles that control allowed status changes. Understanding the status profile is key to managing complaint lifecycle.
  
  
  SAP Modules Involved:  
  
  QM (Quality Management)  
  CS (Customer Service)  
  PM (Plant Maintenance) if service notifications are involved
  
  
  
  SAP Notes:
  
  Check SAP Support Portal for notes related to WS_CWB072 or complaint reopening issues.
  
  
  
  If the problem persists after these checks, consider enabling debugging or tracing to identify the exact point of failure during the reopening process. Also, consult with your SAP QM/CS functional consultant or SAP support for deeper analysis.