1 2 Previous Next 15 Replies Latest reply on Oct 9, 2012 2:27 PM by Tejas D

    Service Request Approval



      I have been trying to create an approval for a Service Request named "ABC" such that whenever a request is submitted with that SRD i need a person who should first approve and then the SR creates a fulfillment.


      I am doing this from the SRD (Service Request Definition) form--> Service Requests Tab --> Approval Type = Person and then the name of the person from the people form.


      After my submitting a request it successfully creates a SR and is in Waiting approval state however, i am not seeing the same in the Approval Central and it does not list any approvers on the Approvals tab of the Service Requests form.


      Can anybody please let me know if i missing something here?




        • 1. Service Request Approval



          U need to do other steps as well.


          Like by default in SRM we can have Parent-child approval where in the requesters immedaite manager has to approve the request. If u are attempting to do that check the requesters people profile and see whether the manager has been specified.




          • 2. Service Request Approval



            Well, i am trying to achieve something wherein as soon as a Service Request is submitted from a particular SRD it should trigger for a specific persons approval after which it should fulfill.


            Things tried with no success:

            Tried creating an Approval mapping entry for an individual and specified the SRD in there but no result, i guess it is not even checking if an approval is configured or not.

            Tried setting the approval type to Person and selected the name from the people profile but no results. It goes to waiting approval state but does not show who the approver is or nothing of that sort.



            Really need urgent help with this.




            • 3. Service Request Approval

              Hi Tejas,


              You need to check following:


              1) Check approval process configuration form for SRM:Request form.What's the status value specified for "Approved" stage in approval process configuration form for corresponding approval process attached to service request? What's the status value of ""no approvers" stage?


              2) Is approval signature generated for service request in SRM:ServiceRequestAPDetailSignature form? Do you see records in Application Pending form? If there are records getting stuck in "Application Pending" form then approval engine is not responding. You need to debug approval engine.




              1 of 1 people found this helpful
              • 4. Service Request Approval
                Ashwanth Padmanabhan

                so what is the Approval Process are you using...i think ideally SR Level Approval should be configured for that and select Custom in the SRD Definition for the Approval Type...

                • 5. Service Request Approval

                  Thank you for the direction!


                  I have selected Service Request - Level OOB chain, have selected custom in the SRD. I am seeing entries created in the Application Pending form but not sure if they are getting processed. Any ideas on this?




                  • 6. Service Request Approval

                    Also, i don't see any records created on SRM:RequestAPDetailSignature form.

                    • 7. Service Request Approval

                      Hi Tejas,


                      If records are getting stuck in Application Pending form that means the approval engine is not creating approval signature for approval process. Hence, you can't see any entries in SRM:ARequestAPDetailSignature form.


                      I suggest you to turn on server side filter logs and approval engine debug logs to troubleshooting approval server issue. The  OOTB filters on SRM:Request form will trigger "Add-Sig" command to generate approval signatures. You can look into server side filter logs with this keyword.




                      • 8. Service Request Approval



                        I took the Server Side filter logs and found no entries for the "Add-Sig" command. I still see that entries get stuck in the Application Pending form. Recently we also performed a restart of the server, but no success.




                        • 9. Re: Service Request Approval

                          how you resolve this problem

                          • 10. Re: Service Request Approval
                            Ashwanth Padmanabhan

                            tejas if you have defined 'Custom' as the approval type in the SRD and if you have created an Approval Chain with proper qualification in which you have selected SR Level Process....


                            and having Approver person record in the Approval Mappings...things would be fine for you...


                            as soon as you submit a Service Request your Custom Approval Type will be followed it check whether any approval chain is getting qualified or not ..if it is getting qualified then it calls that Approval Chain and if you have specified SR Level Process then it checks for the approver record in the approval mapping form and send that to the Approval Server...


                            if in case you selected Custom as the Approval Type in your SRD but not defined any Approval Chain or you have defined approval chain but no approvers are matching for that SR...then SR would get stuck in the Waiting for Approval......


                            you may run in to this issue if the above case is true..means if your approval chain dint match qual or if there is no approvers matching in approval mappings for your SR when you have used SR Level Process in the Approval Chain...https://communities.bmc.com/communities/message/261366#261366

                            1 of 1 people found this helpful
                            • 11. Re: Service Request Approval

                              Hey Ashwanth,


                              Taking the server side logs i found the following issue



                              The process name can not be resolved. There are 2 or more duplicate processes using the same schema : Service Request - Level -- SRM:Request






                              • 12. Re: Service Request Approval
                                Ashwanth Padmanabhan

                                this you have got from the approval logs??


                                can you paste the complete logs here....

                                • 13. Re: Service Request Approval



                                  Below is the blurb from the app logs which describes the error.



                                  Processing item number 0

                                  <APPR> (Tue Sep 11 2012 10:35:45.7208) Initiated by -- Remedy Application Service

                                  <APPR> (Tue Sep 11 2012 10:35:45.7211) Category -- Approval

                                  <APPR> (Tue Sep 11 2012 10:35:45.7214) Command -- New-Details

                                  <APPR> (Tue Sep 11 2012 10:35:45.7217) Source Form -- SRM:Request

                                  <APPR> (Tue Sep 11 2012 10:35:45.7220) Entry ID -- 000000000023509

                                  <APPR> (Tue Sep 11 2012 10:35:45.7223) Tag -- Service Request - Level

                                  <APPR> (Tue Sep 11 2012 10:35:45.7226) Field ID 1 -- 0

                                  <APPR> (Tue Sep 11 2012 10:35:45.7229) Field ID 2 -- 0

                                  <APPR> (Tue Sep 11 2012 10:35:45.7232) Field ID 3 -- 0

                                  <APPR> (Tue Sep 11 2012 10:35:45.7235) Process a 'New-Details' command

                                  <APPR> (Tue Sep 11 2012 10:35:45.7285) The process name Service Request - Level is ambiguous

                                  <APPR> (Tue Sep 11 2012 10:35:45.8757) No Process Definition found.Process Name is Service Request - Level and GUID AG00137260F2FDSIZ0RQEBpCGQUG4e

                                  <APPR> (Tue Sep 11 2012 10:35:45.8784) Operation cancelled due to error (ARAPPNOTE 4502)

                                  <APPR> (Tue Sep 11 2012 10:35:45.8787) New-Details - SRM:Request - 000000000023509

                                  <APPR> (Tue Sep 11 2012 10:35:45.8790) Delete pending item -- 000000003229614

                                  • 14. Re: Service Request Approval
                                    Ashwanth Padmanabhan

                                    so when you go to AP:Process Defintion Form ...dont you see the process named as 'Service Request - Level' having the Process Instance ID as "AG00137260F2FDSIZ0RQEBpCGQUG4e"


                                    If the process exists make sure it is in Active Mode...



                                    make sure of this Process Name and with this Process ID(refer the attached arx) only one record exists in your AP:Process Definition form....there should be no duplicates..

                                    1 2 Previous Next