10 Replies Latest reply on Aug 13, 2019 1:02 PM by Suhasini Palabhavi

SR is stuck in In progress when WO is closed successfully

Suhasini Palabhavi Aug 7, 2019 5:34 PM

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Hi,

Please let me know if anyone has faced this issue.

When workorder is closed(work order was reopened and it is closed with successful) but SR is still in progress status.

SRD creates 2 work orders, both are closed but still service request is in in progress only.

If I am trying to change SR to completed from in progress then a error they're throws "You cannot change the request status to completed, as there may be application instances still open. (ARERR 150132)". But when I checked all the associated workorders are closed.

I have also checked SRM:appInstanceabridge form , I could see 3 records related to this sr id. Two are for workorder which is closed, 1 for workorder which is cancelled.

Status is resolved and cancelled respectively.

Please let me know how can I mark the SR to completed.

Thank you in advance.

Regards,

Suhasinil

1. Re: SR is stuck in In progress when WO is closed successfully

Sidhdesh Punaskar Aug 7, 2019 11:53 PM (in response to Suhasini Palabhavi)

What is AOI status value in all records for that sry in Srm:Appinstancebridge?
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2. Re: SR is stuck in In progress when WO is closed successfully

Suhasini Palabhavi Aug 8, 2019 1:23 AM (in response to Sidhdesh Punaskar)

There are 3 records in SRM:AppinstanceBridge,.The closed workorder's AOI status is Resolved & 1 Cancelled AOI status is "Cancelled"
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3. Re: SR is stuck in In progress when WO is closed successfully

Sidhdesh Punaskar Aug 8, 2019 2:28 AM (in response to Suhasini Palabhavi)

Can you try below.
In SRM:AppInstanceBridge form. Select last record, change AOI status to In progress manually and then again set it to Resolved.
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4. Re: SR is stuck in In progress when WO is closed successfully

Suhasini Palabhavi Aug 8, 2019 2:51 AM (in response to Sidhdesh Punaskar)

The last record is cancelled one. other two records are resolved.
So you mean I need to set the record which is resolved ryt?
I mean from resolved to in progress?
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5. Re: SR is stuck in In progress when WO is closed successfully

Sidhdesh Punaskar Aug 8, 2019 2:55 AM (in response to Suhasini Palabhavi)

The record which should be activated last as per PDT structure.
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6. Re: SR is stuck in In progress when WO is closed successfully

Suhasini Palabhavi Aug 8, 2019 2:07 PM (in response to Sidhdesh Punaskar)

I had put the AOI status to In Progress and then marked to Resolved.

But still the SR is In progress only.

Is there any other way where I can mark SR as completed?
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7. Re: SR is stuck in In progress when WO is closed successfully

Suhasini Palabhavi Aug 8, 2019 2:35 PM (in response to Suhasini Palabhavi)

Thank you so much Siddesh. This resolution worked for me

The cancelled work order was the last record which was generated according to PDT structure. So had put the status to In Progress and then marked to Cancelled.
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8. Re: SR is stuck in In progress when WO is closed successfully

Suhasini Palabhavi Aug 8, 2019 3:22 PM (in response to Sidhdesh Punaskar)

Siddesh,

Anyhow the issue is resolved now.

But I want to know why wo status is not reflected to SR.

What might be the issue for this?
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9. Re: SR is stuck in In progress when WO is closed successfully

Sidhdesh Punaskar Aug 9, 2019 2:22 AM (in response to Suhasini Palabhavi)

Hi Suhasini,

It is hard to tell the reason without logs. It seems like it happened for one of SR request. May be there might be some issue at server when transaction happened in AppInstanceBride which did not update SRM:Request entry.

Sidhdesh
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10. Re: SR is stuck in In progress when WO is closed successfully

Suhasini Palabhavi Aug 13, 2019 1:02 PM (in response to Sidhdesh Punaskar)

Okay thank you Siddesh

Many thanks,

Suhasini
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