probably permission error. You can also capture approval logs to check more details.
Hi Sidhdesh, I doubt its a permission error. it works via classic approval central for same record and same user. the error appears for all users even admin users. i think its a DWP specific issue
I think it would be best if you work with BMC support to troubleshoot this issue. If you want to continue on your own, you could try enabling the DEBUG logging for DWP to see if that provides more information about the approval that is at issue. The code above is looking up the Service Request based on the data on the AP:Detail-Signature form. You might be able to find the entry based on the logging messages. It may be that the Service Request is looked up using the value in field 14516 field.
Hi Al, Thanks for the inputs.
I enabled the logs to TRACE for DWP. its having a issue while getting Approval details.
Had a look at AP:Detail Signature form. it contains the signature and looks correctly formed. Also 14516 field has the RequestID of the SR field,
Further even though logs levels are at maximum, the logs still doesn't show the exact query.
Also based on the log, DWP seems to query to AP:Details Signature using the Signature Instance ID (179)
Error getting approval by ID com.bmc.bsm.myit.vo.event.ID@528c7ea2[id=AGGAA5V0GY6MEAPW0DLVPV2K5SLHYM,source=APR,instance=srm].
the instance id shown in the above does exists in AP:Details-Signature form.
Root cause of this issue is identified. This can happen when the Request prefix on SRM Request is customised. in our case it was two character prefix. BMC are planning to fix in 20.02 release.