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The earlier blog post Trending in Support:Approvals not processing from the Application Pending form described how to investigate when Approval signature records are not generated. In this blog post we will cover a few additional cases which could prevent Approval signature to generate on change request

 

Let’s discuss the first case where enforcement of the Scheduled Start Date and Scheduled End Date can prevent the approval signature to get generate on change request.

 

This enforcement has been added from ITSM 8.0 Application version to make sure no change request is moving to scheduled status without first capturing the scheduled start date and end date.

 

We also mentioned in the blog post Scheduled dates enforcement in 8.x  where the error message (ARERR 48671) occurs to provide the Scheduled Start Date and Scheduled End Date even if the change request is not moving to scheduled status.

Scheduled Dates Enforcement.jpg

 

Please review the below knowledge article to understand when error message ARERR 48671 is expected to occur while moving the change request ahead.

KA392679: User receives ‘You must provide Scheduled Dates as the change will be moving past the Planning in Progress State. (ARERR 48671)’ message while moving the change request ahead, although the change request is expected to stop at ‘Planning In Progress’ status.

 

Now, let’s discuss another case, where a change request moving to any approval phase is automatically set with status as ‘Pending’ and status reason as ‘Approval Error

 

This occurs because of Approval process consolidation - no change request is allowed to bypass the approval phase if there any approval mapping or rule configured however no valid approval is identified.

 

Consider the below test case:

When the change request is created with ‘No Impact’ class, the Change Manager from the given change request would get added as an approver user with Change Ad Hoc Approval process. However, if the Change Manager information is not provided on the change request then the change request would get set to ‘Pending’ Status with ‘Approval Error’ Status reason.

 

Approval Error Rule.jpg

 

You can also review below actions from Approval Debug log to validate this behavior

<APPR> [Wed Jun 25 16:21:43.644] [Thread 1] DEBUG - Get first approver

<APPR> [Wed Jun 25 16:21:43.644] [Thread 1] DEBUG - * Ad-hoc style approval, but first approver field omitted

<APPR> [Wed Jun 25 16:21:43.655] [Thread 1] DEBUG - Set approval details record for this entry to state  Error

<APPR> [Wed Jun 25 16:21:43.754] [Thread 1] DEBUG - Clean all related support entries attached to detail record

<APPR> [Wed Jun 25 16:21:43.765] [Thread 1] DEBUG - Perform done rules

<APPR> [Wed Jun 25 16:21:43.766] [Thread 1] DEBUG - Process done rule  Change Ad Hoc - Approved

<APPR> [Wed Jun 25 16:21:43.766] [Thread 1] DEBUG - --> Failed -- done rule failed

<APPR> [Wed Jun 25 16:21:43.766] [Thread 1] DEBUG - Process done rule  Change Ad Hoc - Cancelled

<APPR> [Wed Jun 25 16:21:43.766] [Thread 1] DEBUG - --> Failed -- done rule failed

<APPR> [Wed Jun 25 16:21:43.766] [Thread 1] DEBUG - Process done rule  Change Ad Hoc - Error

<APPR> [Wed Jun 25 16:21:43.766] [Thread 1] DEBUG - --> Match -- done rule applied

<APPR> [Wed Jun 25 16:21:43.778] [Thread 1] DEBUG - TempApprovalServerResult (301311800) = Error

<APPR> [Wed Jun 25 16:21:43.787] [Thread 1] DEBUG - Change Request Status (7) = 8

<APPR> [Wed Jun 25 16:21:43.805] [Thread 1] DEBUG - Status Reason (1000000150) = 26500

<APPR> [Wed Jun 25 16:21:43.815] [Thread 1] DEBUG - Process done rule  Change Ad Hoc - Rejected

<APPR> [Wed Jun 25 16:21:43.815] [Thread 1] DEBUG - --> Failed -- done rule failed

<APPR> [Wed Jun 25 16:21:44.783] [Thread 1] DEBUG - Approval operation completed -- master record updated

    

 

In Approval debug log you can check that Change Ad Hoc – Error rule is executed as no valid approver has been identified by the Get first approver rule.

 

To correct this situation, provide the Change Manager Information and then click on resume button from the change request process flow bar.

 

This action will add the Change Manager as approver for the change request for Change Ad Hoc Approval process.

 

You can also review below actions from Approval debug to see why the rule is not executed when the Change Manager information is available on the change request.

 

<APPR> [Wed Jun 25 16:22:07.643] [Thread 1] DEBUG - Get first approver

<APPR> [Wed Jun 25 16:22:07.643] [Thread 1] DEBUG - Check valid user rules

<APPR> [Wed Jun 25 16:22:07.643] [Thread 1] DEBUG - * Process option set to not validate user so no work needed

<APPR> [Wed Jun 25 16:22:07.654] [Thread 1] DEBUG - Expanding roles for approver(s):  Mary

<APPR> [Wed Jun 25 16:22:08.059] [Thread 1] DEBUG - Create a new Signature Line record

<APPR> [Wed Jun 25 16:22:08.173] [Thread 1] DEBUG - created new signature line entry with ID 000000000000035

<APPR> [Wed Jun 25 16:22:08.185] [Thread 1] DEBUG - Prepare notification for  New Signature

<APPR> [Wed Jun 25 16:22:08.276] [Thread 1] INFO  - Associate Schema is : CHG:Infrastructure Change

<APPR> [Wed Jun 25 16:22:08.276] [Thread 1] INFO  - Associate Schema is : CHG:Infrastructure Change

<APPR> [Wed Jun 25 16:22:08.277] [Thread 1] INFO  - Join schema has primary schema : CHG:Infrastructure Change

<APPR> [Wed Jun 25 16:22:08.277] [Thread 1] INFO  - Setting Join Schema : CHG:ChangeAPDetailSignature

<APPR> [Wed Jun 25 16:22:08.277] [Thread 1] DEBUG - Getting alternates for approver(s):  Mary

<APPR> [Wed Jun 25 16:22:08.290] [Thread 1] DEBUG - No alternates defined for this approver list

<APPR> [Wed Jun 25 16:22:08.538] [Thread 1] DEBUG - Sent to  Mary

    

 

Finally let’s consider a third case, when user have created Group Approval mapping or Inherent group approval mapping, however the supportive record in AP:Role form about the approval user member list is NOT created or updated correctly.

 

In this case, you can also observe that all valid approver users available from the support group are not getting added in the approval signature.

 

To address this behavior you can check into the approval debug log to see which support group information is getting consider for group or Inherent group approval and then cross check the data for that support group record into the AP:Role form.

 

You can also read more about Inherent group role and complete steps to validate and resolve this test case from Change-Approval: Inherent Group/Role type of Approval-Mapping blog post.

 

Additionally you can also use utility FixAPRoleAndAprMappingRecordsUtil_80-Utility  to synchronize the data from Group mapping and AP:Role form data in case of any mismatch.

 

You can find more content like this about BMC Remedy products on the BMC Remedy Support Blogs page.

 

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