Hey guys
I have been dealing with a persistent problem with a CRQ that has processed all
approvals however the CRQ still is stuck in Scheduled For Review status. We
are using ITSM 7.5.
One of our setups is currently skipping Request for Approval phase. For this
setup, the Approval Process Configuration is configured so that when a CRQ in
Scheduled For Review is approved, it moves to Scheduled instead.
Recently, we have noticed that this is not happening for select CRQs. The
approval logs have pulled up the following exerpt:
<APPR> (Fri Aug 16 2013 16:16:29.7359) --> Run
If passed -- perform set of next approver list for this rule
<APPR> (Fri Aug 16 2013 16:16:29.7360) Starting
processing of set fields operation
<APPR> (Fri Aug 16 2013 16:16:29.7369)
Qualification:('Assignment Availability' = "Yes") AND (('Approval Risk Level' <
$Risk Level$) OR ('Approval Risk Level' = $\NULL$)) AND ('Infrastructure Change
ID' = $Infrastructure Change ID$) AND ('Approval Definition ID' = $Temp Char 1$)
<APPR> (Fri Aug 16 2013 16:16:29.8008) Done
processing of set fields operation -- no new approval level so no set
<APPR> (Fri Aug 16 2013 16:16:29.8009)
Detailed:Proceeding to get next Approver in normal execution
<APPR> (Fri Aug 16 2013 16:16:29.8105) Approved
-- no next approver and configured to approve on no next
<APPR> (Fri Aug 16 2013 16:16:29.8106) Set
approval details record for this entry to state Approved
<APPR> (Fri Aug 16 2013 16:16:29.8388) Entry does not exist in
database <0> (ARERR 302)
<APPR> (Fri Aug 16 2013 16:16:29.8389) Update
failed.Update on approval detail record failed for prepending state
<APPR> (Fri Aug 16 2013 16:16:29.8390) Prepare
notification for Approve
<APPR> (Fri Aug 16 2013 16:16:29.8392) Getting
alternates for approver(s): <list of people>
<APPR> (Fri Aug 16 2013 16:16:29.8415) No
alternates defined for this approver list
<APPR> (Fri Aug 16 2013 16:16:29.8716) Sent to
<list of people>
<APPR> (Fri Aug 16 2013 16:16:29.8718) Operation cancelled due
to error (ARAPPNOTE 4502)
Our change control analysts get around this issue by manipulating the Change
Assignee and getting the change pushed back to Planning In Progress, and having
it set up for approvals again. Usually on the second try, this works without
issue.
We're trying to figure out what entry the approval engine is looking for that
would prompt the "Entry does not exist" error. As such, the CRQ always stays
in Scheduled For Review as the approval process is interrupted by this error.
Any help would be appreciated.
Thanks
Eric Chow
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