We found the solution with the help of BMC Support. Apparently, there is a bug in the installer when you perform an upgrade from 7.0 to 7.1 for the Approval Engine.
The filters used in AP:Notification have changed from using the "Instance ID" which in 7.0 was linked to the name of the approval, to the actual Instance ID in 7.1. Since the filters were not updated, it didn't work properly. The solution was to export the 15 records in AP:Notification and reimport them. That regenerated the filters and solved the problem. Thanks, Shawn Pierson From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Shyman, Jonathan Sent: Monday, April 13, 2009 2:23 PM To: [email protected] Subject: Re: Approval Emails not going out ** You also might turn on the approval server debug log, create the error and then turn the log off and see if there is any additional information in there. This can be done from AP:Administration, Settings: [cid:[email protected]] --- J.T. Shyman From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Pierson, Shawn Sent: Monday, April 13, 2009 3:09 PM To: [email protected] Subject: Approval Emails not going out ** Good afternoon, We upgraded ARS from 7.0 to 7.1 over the weekend and since then the approval engine isn't sending out emails. We have customized the messages in SYS:Notification Messages, but it was done by updating the SYS:Form Fields and such without customizing anything but the Filters responsible for doing the translation. The only error message I'm able to detect is in the ARERROR.log file and it states: Mon Apr 13 07:47:46 2009 Approve : Operation cancelled due to error (ARAPPNOTE 4502) Mon Apr 13 07:47:46 2009 New-Details - CHG:Infrastructure Change - CRQ000000008781 Mon Apr 13 07:55:54 2009 Approve : Operation cancelled due to error (ARAPPNOTE 4502) Mon Apr 13 07:55:54 2009 New-Details - CHG:Infrastructure Change - CRQ000000008782 Mon Apr 13 08:10:05 2009 Approve : Field specified for first approver is not defined on the form (ARAPPERR 4603) Mon Apr 13 08:10:05 2009 0 Any ideas of where to start looking? Thanks, Shawn Pierson Remedy Developer | Southern Union 5444 Westheimer Rd. Houston, TX 77056 | 713.989.7226 Private and confidential as detailed here<http://www.sug.com/disclaimers/default.htm#Mail>. If you cannot access hyperlink, please e-mail sender. _Platinum Sponsor: [email protected] ARSlist: "Where the Answers Are"_ _Platinum Sponsor: [email protected] ARSlist: "Where the Answers Are"_ Private and confidential as detailed here: http://www.sug.com/disclaimers/default.htm#Mail . If you cannot access the link, please e-mail sender. _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:[email protected] ARSlist: "Where the Answers Are"
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