Did you try to remove approval mapping and recreate it.
- karthik
On Aug 24, 2013 3:01 AM, "Eric Chow" <[email protected]> wrote:
> **
>
> 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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