2641496 - You Receive an Error Message After Following-Up a Service Request : Copying Document Not Possible; Reference Document Locked by Another User

SAP Knowledge Base Article - Public

2641496 - You Receive an Error Message After Following-Up a Service Request : Copying Document Not Possible; Reference Document Locked by Another User

Symptom

You are following-up a Service Request to a Service Order, once the window of a Service Order opens, you receive the error message:

Copying document not possible; reference document locked by another user.

Environment

SAP Business ByDesign - all its versions.

Reproducing the Issue

  1. Go to the Service Desk work center.
  2. Go to Service Requests view.
  3. Select any open Service Request and click Edit.
  4. Click on Change Status button and click In Process.
  5. Click on Follow-up button and click Service Order.
  6. You can see the error message: Copying document not possible; reference document locked by another user.

Hence, you will be not able to create a Service Order.

Cause

This is the correct system behavior, considering that once a user is editing a document and another user is creating a follow-up from the same document, so the newly created document doesn't have the latest entry. This is the reason for receiving the error message.

Resolution

  1. Go to the Service Desk work center.
  2. Go to Service Requests view.
  3. Select any open Service Request and click Edit.
  4. Click on Change Status button and click In Process.
  5. Save it.
  6. Click on Follow-up button and click Service Order.

After that, you will be able to see that no error message will be faced.

Keywords

Follow-up ; Service Request ; Service Order ; Error Message. , KBA , AP-SRP-SR , Service Request , How To

Product

SAP Business ByDesign all versions