FIX-UTL-ReSetApprovalFlag-Utility

Version 2
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    By Saroj Sahu


    When the last pending approval for a change is approved, the approval set change status to new status based on approval phase configuration of current approval phase on the change. Sometime because of some validation failure the pending approval request gets approved but second step of change status update is failed and change stuck in Active approval state. Now, even there is no pending approval request for change request, the user cannot process the change request further and hence change is blocked for any further progress.

     

    This utility is developed to validate the stuck change request and correct those with setting the correct flag on Approval integration related fields. Please import the attached Workflow definition file on your server to use this Utility:

     

    Details of Utility which unblocks, blocked change request=>

     

    A new utility has been developed to fix this issue and unblock the blocked change request.

     

    This utility fetches and lists the change details for below change requests which meet below criteria:

    1. Change request which is in Active Approval state WITH at least one pending approval request associated to it. Here
      • utility will display change details
      • After listing Change details, it will prompt a message stating the existence of pending approval request for this change. The button ‘Reset Approval Flag’ will be disabled and hence user will not be able to update the Active Approval flag.
      • The Active Approval flag cannot be updated for such changes using this utility.
    2. Change request which is in Active Approval state WITHOUT any pending approval request associated to it (mean those changes which are stuck in Active Approval state). Here
      • utility will display change details
      • The button ‘Reset Approval Flag’ will be enabled and hence user will be able to update the Active Approval flag.
      • The Active Approval flag CAN be updated for such changes requests using this utility.
      • After click of ‘Reset Approval Flag’ button, the Active Approval flag on entered change request will be set to “No”.
    3. If entered change request number does not exist in your system, then it will not display any details and will display a common message with all possible reason as to why no details are listed.
    4. If entered change request number does exists with Active Approval phase as ‘No’, then it will not display any details and will display a common message with all possible reason as to why no details are listed.

     

    Note=> Point # 3 and 4 in above seems correct and logical because utility is targeted for those changes which are stuck in Active approval state.

          

    Form Name to use this functionality => The new form “FIX:UTL:Reset Active Approval Flag” is created with fields to display some important information which can give details about the change request to Admin before setting Active Approval flag to ‘No’.

    Reset Active Approval Flag.png

    The screen looks like above. There is only one field which user needs to enter i.e’ ‘Infrastructure Change ID”. After entering a valid change request number, click on ‘Check & Get Details’ button. It will fetch change details and list in relevant field. It will pop up message as and when relevant.

     

    A field ‘ITSM CM Version’ has two values and auto populated on window load based on the ITSM Change module version installed on the server. If the ITSM version is 8.0 onwards, the value will be set to ‘ONWARD_8_0’ else it will be set to ‘BEFORE_8_0’. This values is used at later stage to check existence of any pending approval request for the entered change request in different way based on the value in this field. The user is NOT supposed to change touch this field value unless explicitly require, thought the field is editable.

     

    The Button ‘Reset Approval Flag’ is actually does the job of re-setting ‘Active Approval’ flag to ‘No’. This button will be enabled only if the entered change request is stuck at Active Approval state.

     

    Important => if you enter the partial change ID number, the workflow will auto complete the change request number by left padding required string. Example, if you enter a value ‘4571’ for ‘Infrastructure Change ID’ field, the value will be automatically set to ‘CRQ000000004571’ and then the calculated value will be used in later part of processing.

     

    Use of Utility for different use-case:


    Usecase1 => Enter an invalid change request number and click on the ‘Check & Get Details’ button        

                    Case 1.1) A NULL value in ‘Infrastructure Change ID’ field

                    Case 1.2) A non-existing change request number

                    Case 1.3) A existing change request number with Active Approval Flag as ‘No’

     

    Usecase2 => Enter a valid change# which is in Active Approval state with pending approval request exists

     

    Usecase3 => Enter a valid change# which is in Active Approval state and without any pending approval request exists

     

    Each of above use-case are detailed in next section of document.

     

    Usecase1 => Enter an invalid change request number and click on the ‘Check & Get Details’ button:

    Case 1.1) A NULL value in ‘Infrastructure Change ID’ field

     

    Do not enter any value for ‘Infrastructure Change ID’ field and click on ‘Check & Get Details’, it will raise an error “Infrastructure Change ID or ITSM CM Version entry is NULL; Please check and fill in required details and retry... (ARERR 10000)”, as shown in below:

    Error Message.png

     

    Case 1.2) A non-existing change request number:

     

    Do enter a value for ‘Infrastructure Change ID’ field (which does not exists in the system) and click on ‘Check & Get Details’, it will raise an error “Details are not displayed for Infrastructure Change ID "CRQ000026876923". Possible Reason could be =>

    1. Change Request# does not exists

    2. Change is not in Active Approval State

    3. Utility is not supported for ITSM Version [8.0.00.000000]". Please check and retry. (ARERR 10003)”, as shown in below:

     

    Error Message2.png

     

    Case 1.3) A existing change request number with Active Approval Flag as ‘No’

     

    Do enter a value for ‘Infrastructure Change ID’ field (which does exists in the system and Active Approval Flag is ‘No’.  Let use ‘CRQ000000000034’ ) and click on ‘Check & Get Details.

     

    Change Request.png

     

    It will raise an error “Details are not displayed for Infrastructure Change ID "CRQ000000000034". Possible Reason could be => "1. Change Request# does not exists" or "2. Change is not in Active Approval State" or "3. Utility is not supported for ITSM Version [8.0.00.000000]". Please check and retry. (ARERR 10003)”, as shown in below:

     

    Error Message3.png

     

    Usecase2 => Enter a valid change# which is in Active Approval state with pending approval request exists:

    Enter a valid ‘Infrastructure Change ID’ field value and click on ‘Check & Get Details’. It will fetch change details and list these in screen. As it has related pending approval it will also prompt a relevant error message for end user.

     

    A change request ‘CRQ000000000034’ which is in active approval state with pending approval on it.

     

    Change Request2.png

     

    Use this Infra Change ID in utility screen and click ‘Check & Get Details’ button, it will list relevant details:


    Error Message4.png

    After listing details, it will also prompt a message to end user which will say ‘This Change Request has pending active approval attached to it, hence Active Approval Flag cannot be reset for this change request. (ARERR 10001)’

     

    Notice that the ‘Reset Approval Flag’ button is disabled and user cannot reset the Active Approval flag to ‘No’ for this change.

     

    Even after seeing the prompt if end user clicks on ‘Reset Approval Flag’ button, it will raise similar error again as shown in below and will not set ‘Active Approval’ flag to ‘No’.

     

    Usecase3 => Enter a valid change# which is in Active Approval state and without any pending approval request exists

     

    Enter a valid ‘Infrastructure Change ID’ field value and click on ‘Check & Get Details’. It will fetch change details and list these in screen.

     

    A change request ‘CRQ000000000034’ which is in active approval state without any pending approval at close down approval phase.

    Change Request3.png

     

    Use this Infra Change ID in utility screen and click ‘Check & Get Details’ button, it will list relevant details:

     


    As the change request is stuck at active approval without any pending approval request, the button ‘Reset Approval Flag’ is enabled.

     

    After clicking ‘Reset Approval Flag’ button, the Active Approval flag is set to ‘No’.


     

    A message is added in ‘Results’ field and the ‘Reset Approval Flag’ button is disabled.

     

    Reopen the change request, now it is not in Active Approval state.


    Important Note: This utility is  NOT part of Out-of-the-Box BMC Remedy Change Management Application.