8 Replies Latest reply on Jan 24, 2018 11:22 AM by Shreya Mauzo

ITSM Change Management Multiple Approver Issue

Shreya Mauzo Jan 24, 2018 2:36 AM

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Hi,

Our users are facing an issue when multiple approvers(More than 10) are attached on the ticket.

It seems that if a CRQ has a large number of approvers, CRQ gets locked such that nothing further can be done with it. If we try to click on any link or button we get error -

Value does not fall within the limits specified for the field :

(Maximum length - 255) : zTmpActingAs (ARERR 306)

However once the approvers begin to approve the ticket and the number of approvals with Status = Approved is achieved, ticket is unlocked and users can work on the ticket.

zTmpActingAs is an OOB field and no customization has been done here.

So is there any defect related to this? This has been raised with BMC Support but is anyone aware on this defect?

Also if we increase the length of this field, what will be the Impact? Also is it possible to know which all forms will be impacted?

Regards

Shreya

1. Re: ITSM Change Management Multiple Approver Issue

Sidhdesh Punaskar Jan 24, 2018 2:39 AM (in response to Shreya Mauzo)

what is your AR server version? You need to run apchgschema utility
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2. Re: ITSM Change Management Multiple Approver Issue

Shreya Mauzo Jan 24, 2018 2:47 AM (in response to Sidhdesh Punaskar)

Sidhdesh Punaskar,
ARS Version:
Version 8.1.SP02 Patch 002 201611240104

Also we will run apchgschema utility and later update here.

Thanks for the info!!!
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3. Re: ITSM Change Management Multiple Approver Issue

Sidhdesh Punaskar Jan 24, 2018 2:48 AM (in response to Shreya Mauzo)

Approver fields - BMC Remedy Action Request System 8.1 - BMC Documentation

chgschema

-x Server
-u User
[-p Password] [-t TCP Port]
[-r RPC Port] [-a Authentication String]
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4. Re: ITSM Change Management Multiple Approver Issue

Sidhdesh Punaskar Jan 24, 2018 5:59 AM (in response to Shreya Mauzo)

One more thing, the utility does not cover change management field.
I just recalled this is different issue than approval form fields.
https://bmcsites.force.com/casemgmt/sc_KnowledgeArticle?sfdcid=kA214000000gnEBCAY&type=Solution
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5. Re: ITSM Change Management Multiple Approver Issue

Sidhdesh Punaskar Jan 24, 2018 6:00 AM (in response to Sidhdesh Punaskar)

Cause:
There is an existing defect SW00466058 regarding this, it is currently open and targeted for a future release.

Resolution:
This is related to Approval Engine utility used to extend the length of the Approval fields. The utility is able to increase the core Approval fields length to 4000, however it neglects to update one of the Change Management fields which is also responsible for holding the approval string, therefore an error occurs in Change Management.

zTmpActingAs is not included in apchgschema utility. Need to manually increase the input length to 4000.

You need to Overlay the field (zTmpActingAs) in CHG:Infrastructure Change and set it to 4000 in order to resolve the problem.
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6. Re: ITSM Change Management Multiple Approver Issue

Shreya Mauzo Jan 24, 2018 10:46 AM (in response to Sidhdesh Punaskar)

Thanks Sidhdesh Punaskar for all the help on this issue.
The information helped me a lot...

Also one last question... Apart from CHG:Infrastructure Change form, is there any other form where the field length for the field zTmpActingAs needs to be updated?
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7. Re: ITSM Change Management Multiple Approver Issue

Sidhdesh Punaskar Jan 24, 2018 11:20 AM (in response to Shreya Mauzo)

I don't think there is any need to modify somewhere else.
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8. Re: ITSM Change Management Multiple Approver Issue

Shreya Mauzo Jan 24, 2018 11:22 AM (in response to Sidhdesh Punaskar)

Thanks again for all the help !!!
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