Remedy - Server - Review Approvals for Change Management are not working piling up in the Application Pending form after upgrading AR System to v9.1

Version 1

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    Remedy AR System Server


    AR System


    Remedy AR System Server v9.1.x


    After having upgraded to version 9.1 from 8.1.01 all the Review Approvals of Change Management and Approval Engine are not working piling up their records in the Application Pending form.

    The following exception error is observed in the approval debug logs while processing approval request.
     */ Process next approver rule  ICC CR - Get Next Approver
    */ Qualification: 
    */ --> Run If passed -- perform set of next approver list for this rule
    */ Qualification: 'Remedy Login ID' = $Char Field 1$
    */ Current Level in AP:Detail is : -1
    */ PendingInfo [pendingId=000000008995781, command=New-Details, schema=CHG:Infrastructure Change, entryId=CRQ000000218400, tag=ICC Change - Review]

    */ Exception
    java.lang.NumberFormatException: For input string: "{e-mail address}"
        at java.lang.NumberFormatException.forInputString(
        at java.lang.Integer.parseInt(
        at java.lang.Integer.parseInt(
        at com.bmc.arsys.approval.util.CommandHelper.preprocessValuesForLevel(Unknown Source)
        at com.bmc.arsys.approval.util.CommandHelper.performSetFields(Unknown Source)
        at com.bmc.arsys.approval.util.CommandHelper.processGetNextApprovers(Unknown Source)
        at com.bmc.arsys.approval.util.CommandHelper.getFirstApprovers(Unknown Source)
        at com.bmc.arsys.approval.command.CreateNewDetailsCmdImpl.byte(Unknown Source)
        at com.bmc.arsys.approval.command.CreateNewDetailsCmdImpl.execute(Unknown Source)
        at Source)




    This exception error as per the logs above is thrown while processing an approval request for "ICC CR - Get Next Approver" process but this may be due to a different Approval Process so this can be applied to any Approval Process/Rule given the same type of error and scenario is observed. On this article it is explained how to address it for the Approval Process "ICC CR - Get Next Approver" as an example.

    1- Check the Rule defined for this process.
    2- Check in Rule Definition for the "Level" field. The error is usually due the fact this field being empty.

    To address this problem, please perform the following:

    1. Go to Approval Administration Console.
    2. Select the Rule for the affected Process and open it.
    3. Select the value 'Get Next Approver' in the Rule Type*
    4. In the tab Set Fields under Fields Data - set the 'Level' Field name to a Integer value(1) if there is one approval level.
    5. Save the changes.


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    Solutions to a Product Problem

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