All I am having an issue with the activity log in SRM and Approval Central. If a user creates a service request and creates an Activity Log entry the entry is not visible to the approver in Approval Central. The second issue is that the activity log issue breaks the ability for the approver to request more information before assigning an approval status. Activity logs created by the approver in Approval Central are not visible to the service request submitter. It's interesting that the activity logs are stored in SRM:WorkInfo for service requests and activity logs for approvals are stored in AP:Question-Comment-Info. I have also performed the scenario using my admin account as the service request submitter and approver with the same result. I've talked with BMC support and activity log entries are visible for both users in both applications. I was not able to find anything in the logs and BMC's comparison of their log to our did not show unexpected differences.
I'm stumped, any ideas? Pete In the SRD approval is set to Manager and 1 level The service request submitter is srmuser. * Manager in People is srmusermanager * Access Permissions: Unrestricted * Application Permissions: Service Request User srmusermanager * Access Permissions: Unrestricted * Application Permissions: Service Request User 1. Srmuser creates service request REQ000000000580 2. As srmuser I can create an activity log entry for REQ000000000580 and it displays when I select the service request from the Submitted Request table. 3. Status is Waiting Approval; as expected (will now go to the srmuser's manager (srmusermanager) for approval. In the Approval Central Console as srmusermanager. 1. Service request REQ000000000580 is displayed in the Pending Approvals table. 2. Click the View Details button and click on the Activity Log tab: The activity log entry created by srmuser is not displayed. 3. Click the Add button to add an Activity Log entry as srmusermanager: a. Type: Question b. Question To: srmuser c. Question: Mr. srmuser, can you see this activity log entry? d. Assignee Group Permission: Public 4. Click Save and close the window 5. Click the View Details button to confirm the new activity log entry saved; it did and is visible. 1. As srmuser, return to the Submitted Requests table and refresh the web page 2. Select request REQ000000000580 and click the Activity Log Details button to determine if the activity log entry made by srmusermanager is there; it is not. Because srmuser cannot see the question posed by srmusermanager there can be no response. Also, there is nothing to indicate that srmuser has a service request that needs attention. When srmuser selects Show>>Requests Needing Attention no records are displayed. 1. Back to Approval Central as srmusermanager 2. Click the Hold button 3. The record disappears from the Pending approvals table. 4. Using 'Search mu Approvals' Status = 'More Information' request REQ000000000580 is displayed in the search result table and the record status is "More Information". 1. Back to Submitted Requests as srmuser 2. Refresh the page and select request REQ000000000580 3. Again, the question posed by srmusermanager in the activity log from the approval central console is not visible. 1. Close the browser and com back in as srmuser 2. The activity log still does not display the question posed by srmusermanager The results are the same when using the WUT. _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
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