hi Everyone,
Yesterday we came across a strange issue with the SRM approval
processing. The case is such that we are creating approver list on the
SRM:Request form. From there we have written an approval rule which attaches
the approval process to the request and sends out approval requests to the
entire approver list on the SRM:Request form.
The string works about 99% of times(till yesterday evening 100%) but yesterday
evening we found out an issue with it. What happened is that due to data
inconsistency the approver list that got generated on the SRM:Request form was
like
Next Approvers (13005) = ;175540;;175540;;175540;;175540;;175540;;175540;
instead of Next Approvers (13005) = ;175540;175540;175540;175540;175540;175540;
Now this string was picked up by the approval process and somehow parsed into
the below string
Expanding roles for approver(s): 175540;0;75540
The 0 in the approver string set out an approval email to each and every
individual of the organization for approval (even the CEO :( scary....).
So my question stand likes this is or should approval server be smart enough to
parse the approves list with double ';' to one with single ';' or worst case
should leave it as it is and still be able to restrict approval to the members
in the approvers list.
Still confused about this as this is data issue due to which we get ";;" in the
approvers list. We have written special filters to handle this case but now its
about RCA and I am supposed to do this. A formal BMC ticket will be logged but
just want your opinion on this very special case.
Just in case you would like to see the log file, I have attached a segment of
the approval.log file which shows the parsing done by approval server along
with the post.
Thanks,
Vikrant
_______________________________________________________________________________
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
"Where the Answers Are, and have been for 20 years"
<APPR> (Tue Jul 23 2013 18:10:58.6560) 1 new item(s) found
<APPR> (Tue Jul 23 2013 18:10:58.6560) Processing item number 0
<APPR> (Tue Jul 23 2013 18:10:58.6720) Initiated by -- Remedy
Application Service
<APPR> (Tue Jul 23 2013 18:10:58.6720) Category --
Approval
<APPR> (Tue Jul 23 2013 18:10:58.6720) Command --
New-Details
<APPR> (Tue Jul 23 2013 18:10:58.6720) Source Form --
SRM:Request
<APPR> (Tue Jul 23 2013 18:10:58.6720) Entry ID --
000000000176322
<APPR> (Tue Jul 23 2013 18:10:58.6720) Tag --
Service Request - Level
<APPR> (Tue Jul 23 2013 18:10:58.6720) Field ID 1 -- 0
<APPR> (Tue Jul 23 2013 18:10:58.6720) Field ID 2 -- 0
<APPR> (Tue Jul 23 2013 18:10:58.6720) Field ID 3 -- 0
<APPR> (Tue Jul 23 2013 18:10:58.6720) Process a 'New-Details'
command
<APPR> (Tue Jul 23 2013 18:10:58.6880) Working with process
Service Request - Level
<APPR> (Tue Jul 23 2013 18:10:59.0940) Create a new Approval
Detail record
<APPR> (Tue Jul 23 2013 18:10:59.4070) created new entry with
ID 000000000350619
<APPR> (Tue Jul 23 2013 18:10:59.4070) Process Due interval
not configured / not available, as a result Signature Due date will not be
computed.
<APPR> (Tue Jul 23 2013 18:10:59.4530) Check auto-approve rules
<APPR> (Tue Jul 23 2013 18:10:59.4530) Check get authority
rules
<APPR> (Tue Jul 23 2013 18:10:59.4690) Check get authority
rules.Approval Authority retrieved while creating new approval details record
<APPR> (Tue Jul 23 2013 18:10:59.4690) API call
Successful.Submitter retrieved from join form during creating new approval
details record
<APPR> (Tue Jul 23 2013 18:10:59.7190) Check self-approve rules
<APPR> (Tue Jul 23 2013 18:10:59.7190) Done processing of set
fields operation.Approver field successfully set.
<APPR> (Tue Jul 23 2013 18:10:59.7190) Check for self-assign
as approval not initiated by owner
<APPR> (Tue Jul 23 2013 18:10:59.7190) Option set to never
self-assign
<APPR> (Tue Jul 23 2013 18:10:59.7190) Get first approver
<APPR> (Tue Jul 23 2013 18:10:59.7190) Check prep get next
approver rules
<APPR> (Tue Jul 23 2013 18:10:59.7190) Process next approver
rule Existing_Request_Project_Remap_PM_Approval
<APPR> (Tue Jul 23 2013 18:10:59.7350)
Qualification:('Categorization Tier 1' = "ITAM Services") AND ('Categorization
Tier 2' = "Existing Service Request") AND ('SR Type Field 29' = "Project Remap
Project")
<APPR> (Tue Jul 23 2013 18:10:59.7350) --> Run If failed --
continue processing
<APPR> (Tue Jul 23 2013 18:10:59.7350) Process next approver
rule ProxyPM_Asset Registration - PM Approval
<APPR> (Tue Jul 23 2013 18:10:59.7500)
Qualification:('Categorization Tier 1' = "ITAM Services") AND ('Categorization
Tier 2' = "Asset Registration")
<APPR> (Tue Jul 23 2013 18:10:59.7500) --> Run If failed --
continue processing
<APPR> (Tue Jul 23 2013 18:10:59.7500) Process next approver
rule ProxyPM_Security Access - PM ApprovalRenew_Release
<APPR> (Tue Jul 23 2013 18:10:59.7660)
Qualification:('Categorization Tier 1' = "ITAM Services") AND ('Categorization
Tier 2' = "Security Access Request") AND (('SR Type Field 29' = "Renew") OR
('SR Type Field 29' = "Release"))
<APPR> (Tue Jul 23 2013 18:10:59.7660) --> Run If failed --
continue processing
<APPR> (Tue Jul 23 2013 18:10:59.7660) Process next approver
rule ProxyPM_Security Access - PM ApprovalNew
<APPR> (Tue Jul 23 2013 18:10:59.7820)
Qualification:('Categorization Tier 1' = "ITAM Services") AND ('Categorization
Tier 2' = "Security Access Request")
<APPR> (Tue Jul 23 2013 18:10:59.7820) --> Run If failed --
continue processing
<APPR> (Tue Jul 23 2013 18:10:59.7820) Process next approver
rule ProxyPM_CustomerSuppplied_Hardware Registration_Approval
<APPR> (Tue Jul 23 2013 18:10:59.7970)
Qualification:('Categorization Tier 1' = "ITAM Services") AND ('Categorization
Tier 2' = "Hardware Registration")
<APPR> (Tue Jul 23 2013 18:10:59.7970) --> Run If failed --
continue processing
<APPR> (Tue Jul 23 2013 18:10:59.7970) Process next approver
rule ProxyPM_Existing Request PM Approval
<APPR> (Tue Jul 23 2013 18:10:59.8130)
Qualification:('Categorization Tier 1' = "ITAM Services") AND ('Categorization
Tier 2' = "Existing Service Request") AND ('SR Type Field 29' != "Project Remap
Project")
<APPR> (Tue Jul 23 2013 18:10:59.8130) --> Run If failed --
continue processing
<APPR> (Tue Jul 23 2013 18:10:59.8130) Process next approver
rule ProxyPM_SW_Request-PM Approval
<APPR> (Tue Jul 23 2013 18:10:59.8280)
Qualification:('Categorization Tier 1' = "ITAM Services") AND ('Categorization
Tier 2' = "Software")
<APPR> (Tue Jul 23 2013 18:10:59.8280) --> Run If failed --
continue processing
<APPR> (Tue Jul 23 2013 18:10:59.8280) Process next approver
rule ProxyPM_HW_SW_Request-PM Approval
<APPR> (Tue Jul 23 2013 18:10:59.8440)
Qualification:('Categorization Tier 1' = "ITAM Services") AND ('Categorization
Tier 2' = "Hardware")
<APPR> (Tue Jul 23 2013 18:10:59.8440) --> Run If failed --
continue processing
<APPR> (Tue Jul 23 2013 18:10:59.8440) Process next approver
rule Proxy_PM_Approval_Software_Download_Request
<APPR> (Tue Jul 23 2013 18:10:59.8600)
Qualification:('Categorization Tier 1' = "ITAM Services") AND ('Categorization
Tier 2' = "Software Download")
<APPR> (Tue Jul 23 2013 18:10:59.8600) --> Run If failed --
continue processing
<APPR> (Tue Jul 23 2013 18:10:59.8600) Process next approver
rule PM_CustomerSuppplied_Software_Approval
<APPR> (Tue Jul 23 2013 18:10:59.8750)
Qualification:('Categorization Tier 1' = "ITAM Services") AND ('Categorization
Tier 2' = "Customer Supplied Software")
<APPR> (Tue Jul 23 2013 18:10:59.8750) --> Run If passed --
perform set of next approver list for this rule
<APPR> (Tue Jul 23 2013 18:10:59.8750) Starting processing of
set fields operation
<APPR> (Tue Jul 23 2013 18:10:59.8910)
Qualification:('Category 1' = "ITAM Services") AND ('Category 2' = "Customer
Supplied Software") AND ('Request Number' = $Request Number$)
<APPR> (Tue Jul 23 2013 18:10:59.9380) Next Approvers (13005)
= ;175540;;175540;;175540;;175540;;175540;;175540;
<APPR> (Tue Jul 23 2013 18:10:59.9380) Level (13003) = 0
<APPR> (Tue Jul 23 2013 18:10:59.9380) Done processing of set
fields operation
<APPR> (Tue Jul 23 2013 18:10:59.9380) Process next approver
rule CTI_Based_SpecialTechTeam_Hardware_Group
<APPR> (Tue Jul 23 2013 18:10:59.9530)
Qualification:'Categorization Tier 2' = "Hardware"
<APPR> (Tue Jul 23 2013 18:10:59.9530) --> Run If failed --
continue processing
<APPR> (Tue Jul 23 2013 18:10:59.9530) Process next approver
rule CTIBasedSoftwareApprovalGroup
<APPR> (Tue Jul 23 2013 18:10:59.9690)
Qualification:'Categorization Tier 2' = "Software"
<APPR> (Tue Jul 23 2013 18:10:59.9690) --> Run If failed --
continue processing
<APPR> (Tue Jul 23 2013 18:11:00.1880) Check valid user rules
<APPR> (Tue Jul 23 2013 18:11:00.1880) * Process option set to
not validate user so no work needed
<APPR> (Tue Jul 23 2013 18:11:00.1880) Expanding roles for
approver(s): 175540;0;75540
<APPR> (Tue Jul 23 2013 18:11:00.2500) Create a new Signature
Line record
<APPR> (Tue Jul 23 2013 18:11:01.4070) created new signature
line entry with ID 000000000197019
<APPR> (Tue Jul 23 2013 18:11:01.6410) Prepare notification
for New Signature
<APPR> (Tue Jul 23 2013 18:11:01.8290) Getting alternates for
approver(s): 175540;0;75540
<APPR> (Tue Jul 23 2013 18:11:01.8440) No alternates
defined for this approver list
<APPR> (Tue Jul 23 2013 18:11:02.5940) Sent to 175540;0;75540;
<APPR> (Tue Jul 23 2013 18:11:02.6410) Setting Additional
fields from application...
<APPR> (Tue Jul 23 2013 18:11:02.9690) Additional fields from
application form set successfully
<APPR> (Tue Jul 23 2013 18:11:03.1570) New Activity Log entry
with comment is created.
<APPR> (Tue Jul 23 2013 18:11:03.1570) Delete pending item --
000000004793049
<APPR> (Tue Jul 23 2013 18:11:03.1720) Get a list of Approval items to
process
<APPR> (Tue Jul 23 2013 18:11:03.1880) 0 new item(s) found
<APPR> (Tue Jul 23 2013 18:11:03.2040) 1 new item(s) found
<APPR> (Tue Jul 23 2013 18:11:03.2040) Processing item number 0
<APPR> (Tue Jul 23 2013 18:11:03.2190) Initiated by -- Remedy
Application Service
<APPR> (Tue Jul 23 2013 18:11:03.2190) Category --
Approval
<APPR> (Tue Jul 23 2013 18:11:03.2190) Command --
Sig-Approved
<APPR> (Tue Jul 23 2013 18:11:03.2190) Source Form --
AP:Signature
<APPR> (Tue Jul 23 2013 18:11:03.2190) Entry ID --
000000000197019
<APPR> (Tue Jul 23 2013 18:11:03.2190) Tag --
<APPR> (Tue Jul 23 2013 18:11:03.2190) Field ID 1 -- 0
<APPR> (Tue Jul 23 2013 18:11:03.2190) Field ID 2 -- 0
<APPR> (Tue Jul 23 2013 18:11:03.2190) Field ID 3 -- 0
<APPR> (Tue Jul 23 2013 18:11:03.2190) Other Long --
<APPR> (Tue Jul 23 2013 18:11:03.2190) 0;
<APPR> (Tue Jul 23 2013 18:11:03.2190) Process a
'Sig-Approved' command
<APPR> (Tue Jul 23 2013 18:11:03.2510) Working with process
Service Request - Level
<APPR> (Tue Jul 23 2013 18:11:03.2510) Retrieved
Successfully.Entry retrieved from details during approving the request
<APPR> (Tue Jul 23 2013 18:11:03.2970) Retrieved
Successfully.Retrieved form entry-detail join during approving request
<APPR> (Tue Jul 23 2013 18:11:03.2970) Check get authority
rules
<APPR> (Tue Jul 23 2013 18:11:03.3130) Check completion rules
<APPR> (Tue Jul 23 2013 18:11:03.3600) Check prep get next
approver rules
<APPR> (Tue Jul 23 2013 18:11:03.3600) Process next approver
rule Existing_Request_Project_Remap_PM_Approval
<APPR> (Tue Jul 23 2013 18:11:03.3760)
Qualification:('Categorization Tier 1' = "ITAM Services") AND ('Categorization
Tier 2' = "Existing Service Request") AND ('SR Type Field 29' = "Project Remap
Project")
<APPR> (Tue Jul 23 2013 18:11:03.3760) --> Run If failed --
continue processing
<APPR> (Tue Jul 23 2013 18:11:03.3760) Process next approver
rule ProxyPM_Asset Registration - PM Approval
<APPR> (Tue Jul 23 2013 18:11:03.3910)
Qualification:('Categorization Tier 1' = "ITAM Services") AND ('Categorization
Tier 2' = "Asset Registration")
<APPR> (Tue Jul 23 2013 18:11:03.3910) --> Run If failed --
continue processing
<APPR> (Tue Jul 23 2013 18:11:03.3910) Process next approver
rule ProxyPM_Security Access - PM ApprovalRenew_Release
<APPR> (Tue Jul 23 2013 18:11:03.3910)
Qualification:('Categorization Tier 1' = "ITAM Services") AND ('Categorization
Tier 2' = "Security Access Request") AND (('SR Type Field 29' = "Renew") OR
('SR Type Field 29' = "Release"))
<APPR> (Tue Jul 23 2013 18:11:03.3910) --> Run If failed --
continue processing
<APPR> (Tue Jul 23 2013 18:11:03.3910) Process next approver
rule ProxyPM_Security Access - PM ApprovalNew
<APPR> (Tue Jul 23 2013 18:11:03.4070)
Qualification:('Categorization Tier 1' = "ITAM Services") AND ('Categorization
Tier 2' = "Security Access Request")
<APPR> (Tue Jul 23 2013 18:11:03.4070) --> Run If failed --
continue processing
<APPR> (Tue Jul 23 2013 18:11:03.4070) Process next approver
rule ProxyPM_CustomerSuppplied_Hardware Registration_Approval
<APPR> (Tue Jul 23 2013 18:11:03.4220)
Qualification:('Categorization Tier 1' = "ITAM Services") AND ('Categorization
Tier 2' = "Hardware Registration")
<APPR> (Tue Jul 23 2013 18:11:03.4220) --> Run If failed --
continue processing
<APPR> (Tue Jul 23 2013 18:11:03.4220) Process next approver
rule ProxyPM_Existing Request PM Approval
<APPR> (Tue Jul 23 2013 18:11:03.4380)
Qualification:('Categorization Tier 1' = "ITAM Services") AND ('Categorization
Tier 2' = "Existing Service Request") AND ('SR Type Field 29' != "Project Remap
Project")
<APPR> (Tue Jul 23 2013 18:11:03.4380) --> Run If failed --
continue processing
<APPR> (Tue Jul 23 2013 18:11:03.4380) Process next approver
rule ProxyPM_SW_Request-PM Approval
<APPR> (Tue Jul 23 2013 18:11:03.4540)
Qualification:('Categorization Tier 1' = "ITAM Services") AND ('Categorization
Tier 2' = "Software")
<APPR> (Tue Jul 23 2013 18:11:03.4540) --> Run If failed --
continue processing
<APPR> (Tue Jul 23 2013 18:11:03.4540) Process next approver
rule ProxyPM_HW_SW_Request-PM Approval
<APPR> (Tue Jul 23 2013 18:11:03.4690)
Qualification:('Categorization Tier 1' = "ITAM Services") AND ('Categorization
Tier 2' = "Hardware")
<APPR> (Tue Jul 23 2013 18:11:03.4690) --> Run If failed --
continue processing
<APPR> (Tue Jul 23 2013 18:11:03.4690) Process next approver
rule Proxy_PM_Approval_Software_Download_Request
<APPR> (Tue Jul 23 2013 18:11:03.4850)
Qualification:('Categorization Tier 1' = "ITAM Services") AND ('Categorization
Tier 2' = "Software Download")
<APPR> (Tue Jul 23 2013 18:11:03.4850) --> Run If failed --
continue processing
<APPR> (Tue Jul 23 2013 18:11:03.4850) Process next approver
rule PM_CustomerSuppplied_Software_Approval
<APPR> (Tue Jul 23 2013 18:11:03.5010)
Qualification:('Categorization Tier 1' = "ITAM Services") AND ('Categorization
Tier 2' = "Customer Supplied Software")
<APPR> (Tue Jul 23 2013 18:11:03.5010) --> Run If passed --
perform set of next approver list for this rule
<APPR> (Tue Jul 23 2013 18:11:03.5010) Starting processing of
set fields operation
<APPR> (Tue Jul 23 2013 18:11:03.5160)
Qualification:('Category 1' = "ITAM Services") AND ('Category 2' = "Customer
Supplied Software") AND ('Request Number' = $Request Number$)
<APPR> (Tue Jul 23 2013 18:11:03.5630) Done processing of set
fields operation -- no new approval level so no set
<APPR> (Tue Jul 23 2013 18:11:03.5630) Process next approver
rule CTI_Based_SpecialTechTeam_Hardware_Group
<APPR> (Tue Jul 23 2013 18:11:03.5790)
Qualification:'Categorization Tier 2' = "Hardware"
<APPR> (Tue Jul 23 2013 18:11:03.5790) --> Run If failed --
continue processing
<APPR> (Tue Jul 23 2013 18:11:03.5790) Process next approver
rule CTIBasedSoftwareApprovalGroup
<APPR> (Tue Jul 23 2013 18:11:03.5940)
Qualification:'Categorization Tier 2' = "Software"
<APPR> (Tue Jul 23 2013 18:11:03.5940) --> Run If failed --
continue processing
<APPR> (Tue Jul 23 2013 18:11:03.5940) Detailed:Proceeding to
get next Approver in normal execution
<APPR> (Tue Jul 23 2013 18:11:03.6410) Approved -- no next
approver and configured to approve on no next
<APPR> (Tue Jul 23 2013 18:11:03.6410) Set approval details
record for this entry to state Approved
<APPR> (Tue Jul 23 2013 18:11:06.9380) Clean all related
support entries attached to detail record
<APPR> (Tue Jul 23 2013 18:11:06.9540) Perform done rules
<APPR> (Tue Jul 23 2013 18:11:06.9540) No assignment for
master record defined for done processing
<APPR> (Tue Jul 23 2013 18:11:06.9540) Prepare notification
for Approve
<APPR> (Tue Jul 23 2013 18:11:06.9540) Getting alternates for
approver(s): 175540;0;75540
<APPR> (Tue Jul 23 2013 18:11:06.9700) No alternates
defined for this approver list
<APPR> (Tue Jul 23 2013 18:11:07.4850) Sent to 175540;0;75540;
<APPR> (Tue Jul 23 2013 18:11:07.4850) Delete pending item --
000000004793050
<APPR> (Tue Jul 23 2013 18:11:07.5010) Sleeping for 30:00
minutes ...
_______________________________________________________________________________
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
"Where the Answers Are, and have been for 20 years"
