Mahesh, I work with Larry on Remedy Support for our company... We have have verified the AR Server version is on 7.5.00 Patch 007. Currently on the SRM:RequestInterface form the "Request Manager Login" field is populated under the "Request Manager" section, but "Assigned Support Company", "Assigned Support Organization", "Assignee Group", "Assignee", "Assigned Group", "Request Manager", and "Request Manager Group" are all blank. We did run the AP:Administration form, clicked Server Settings, and enabled Approval Debug Mode logging... that produced a log, however now we cannot rename that file or create a new log since removing the duplicate "lab:SRM:RequestApDetail" form from Developer Studio. --Approval Debug Mode Log-- <APPR> Approval Server Trace Log -- ON (Thu Feb 16 2012 12:52:53.7830) <APPR> AR System Approval Server 7.5.00 Patch 007 201009161400 <APPR> Initializing access to the AR System server (Thu Feb 16 2012 12:52:53.7830) <APPR> Locating Application Pending form <APPR> Connecting to Server : remedy.thecreek.com (Thu Feb 16 2012 12:52:53.8940) <APPR> Pending form -- Application Pending <APPR> Locating Approval Server forms <APPR> Approval Administration form -- AP:Administration <APPR> Approval Alternate form -- AP:Alternate <APPR> Approval Detail form -- AP:Detail <APPR> Approval Form form -- AP:Form <APPR> Approval More Information form -- AP:More Information <APPR> Approval Notification form -- AP:Notification <APPR> Approval Process Definition form -- AP:Process Definition <APPR> Approval Process Administrator form -- AP:Process Administrator <APPR> Approval Role form -- AP:Role <APPR> Approval Rule Definition form -- AP:Rule Definition <APPR> Approval Signature Line form -- AP:Signature <APPR> Locating Currency Codes form <APPR> Currency Codes form -- AR System Currency Codes <APPR> Loading approval processes from the Process Definition form <APPR> Successfully loaded 32 Approval processes <APPR> Loading approval rules from the Rule Definition form <APPR> Successfully loaded 203 Approval rules <APPR> Get a list of Approval items to process (Thu Feb 16 2012 12:53:04.0880) <APPR> 0 new item(s) found (Thu Feb 16 2012 12:53:04.0880) <APPR> 150 new item(s) found <APPR> Processing item number 0 (Thu Feb 16 2012 12:53:04.1030) <APPR> Initiated by -- larbar <APPR> Category -- Approval <APPR> Command -- New-Details <APPR> Source Form -- SRM:Request <APPR> Entry ID -- 000000000340675 <APPR> Tag -- Service Request - Custom Management Chain <APPR> Field ID 1 -- 0 <APPR> Field ID 2 -- 0 <APPR> Field ID 3 -- 0 <APPR> Process a 'New-Details' command <APPR> Working with process Service Request - Custom Management Chain <APPR> Have an existing Approval Detail record, see if active <APPR> Using NEW cache definition for lab:SRM:RequestApDetail <APPR> Setting Additional fields from application... <APPR> [14516] - REQ000000301614 <APPR> [14506] - BYOD - Activate Request <APPR> AR System server terminated when a signal/exception was received by the server (ARAPPERR 20) <APPR> Received Exception 0xc0000005 <APPR> AR System server terminated when a signal/exception was received by the server (ARAPPERR 20) <APPR> 0xc0000005 For version reference here is what we are currently running:
* BMC Remedy Action Request System - 7.5.00 - Patch 007 * BMC Atrium CMDB - 7.5.00 - Patch 004 * BMC Asset Management - 7.0.03 - Patch 009 * BMC Incident Management - 7.0.03 - Patch 009 * BMC Change Management - 7.0.03 - Patch 009 * BMC Problem Management - 7.0.03 - Patch 009 * BMC Service Level Management - 7.0.03 - Patch 004 * BMC Service Request Framework - 2.2.00 * Approval Server - 7.5.00 - Patch 007 * Assignment Engine - 7.5.00 - Patch 007 ________________________________ From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Mahesh Sent: Friday, February 17, 2012 10:42 AM To: [email protected] Subject: Re: Approval Engine Issues ** You may refer to BMC KB Article # KA346922 for the issue on Service Requests getting struck in "Waiting Approval" status. Thanks Mahesh On Thu, Feb 16, 2012 at 3:45 PM, Larry Barnes <[email protected]> wrote: ** Can anyone point me in the right direction on how to fix a problem that recently showed up? We use Service Request and certain tickets that require an approval get hung up in the Service Requests form with a status of "Waiting for Approval". There is no names being displayed in the Approvers tab. Then just today approvals are not working for CRQ tickets, they get hung up with "Requesting Authorization". Has anyone run into this problem before? ARS 7.5 ITSM 7.0.0 p9 SQL 2005 Thanks for looking, Larry B. _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_ _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
