Troubleshooting Change Management approvals
This topic explains how you can troubleshoot the issues related to Change Management approvals.
The Change Management approval issues can be related to incorrect configuration settings. Issues such as approvals getting skipped or change requests getting stuck are a few of the common issues.
Before you begin
- Make sure that you have performed the correct configuration settings at the application level. For more information, see Configuring approvals.
- Make sure that no issues exist at the approval server level and the approval server is correctly configured and running, because the Change Management application uses the approval server to achieve approval functionality. For more information, see the How to test Approval Server is working fine or not knowledge article on BMC Communities. For approval server issues, see .
You have access to the following forms:
Make sure that you have the Approval Administrator or the AR System Administrator permissions to access the AP forms and the application-specific Administrator, Master, Config, or Contract permissions to access the configuration forms.
Form type Form name Backend AP forms
- AP:Detail-Signature (join of above two forms)
- AP:PreviewInfo (Vendor form)
For more information about Approval forms, see:
- APR:Approver Lookup (Approval Mappings form)
- APR:SYS-Approval Definition (Approval Process Configuration form)
Gather the following log and configuration files to troubleshoot the Change Management Approval issues:
Files Description Server-side Filter+API+SQL combined log file To enable the log file:
- Navigate to AR System Administration Console > System > General > Server Information > Log Files tab.
- Select the check box to enable the API log, Filter log, and SQL log and give a common name and location to all three log files to generate a single, combined log file.
Approval Debug log file
- To enable the approval debug log file, see the Steps to enable approval log and activate Approval Debug Mode article on BMC Communities.
- To enable logs in a server group environment, see .
- ar.cfg or the ar.conf file
- armonitor.cfg or the armonitor.conf file
- pluginsvr_config.xml file
Gather the following additional files:
Files Description arjavaplugin*.log or approvalplugin*.log Use to troubleshoot plug-in issues. For more information, see the How to enable Debug Java Plugin server log article on BMC Communities. Dispatcher log
For information about enabling the log file, see the How to enable the AR System Dispatcher log (All versions) article on BMC Communities.
arerror.log and the ardebug.log Use to troubleshoot any JMX related issues. These log files are located in the Remedy AR System server DB directory.
Client-side Active Link+Filter+API+DB log
Use to troubleshoot Approval Central or any User Interface (UI) related issues. For more information, see How to enable client side logging for Remedy.
Diagnosing and reporting an issue
The following table explains the symptoms, scope, and action for the issues.
Change request approvals are skipped
|If there are issues with the approval process configuration or approval mappings.
Duplicate approval signatures are created for a change request
|If the approval configurations are enabled on more than one Remedy AR System server
For a standalone server, make sure that the
In a server group environment, note the details of the server, which is designated as rank 1 for the Approval Server operation in the AR System Server Group Operation Ranking form (for example, server A). Make sure that the
Make sure that the Approval Server is enabled only on one admin server, for example, the primary server, which is designated as rank 1. For the other admin or secondary servers, make sure that the approval operation is suspended in the configuration files. For this, set the value of the
Important: Set the value of the
The change request gets stuck after being approved or rejected or even when no approvals exist
If any process on the Approval Administration Console is not active or if the approval records are stuck on the Application Pending form.
The Approval Preview functionality for Future Approvers and All Approvers in the Show menu of the Approval table never displays any result
|If there are some issues with the plug-in server or the workflow.
Resolutions for common issues
When selecting either the Future Approvers or All Approvers from the Show menu of the Approval table of a change request, the following error message is displayed:
Additionally, the following NullPointerException with preview plug-in file is displayed in the log files:
From the ar.cfg file, change the
For more information, see the KA000087340 knowledge base article.
The Approval Preview functionality for Future Approvers and All Approvers does not work.
Important: This is a random issue.
This issue can occur when the approval server is not configured correctly on all the Remedy AR System servers in a server group environment.
For more information, see:
The configured approvals are not getting attached to the change request that uses a custom process flow.
For more information, see Configuring custom process flows.
Not all approvers of the support group receive the approval requests even though the approver is a part of the support group with the required functional role.
If the configuration is correct, this issue can occur due to data issues with the AP:Role and the APR:Approver Lookup records.
Delete the relevant functional roles for the user (approver) from the CTM:People record, save the changes, and then add and save the same functional roles again.
To correct the AP:Role and the APR:Approver Lookup records, see Approval role and mapping records utility.
This utility is effective when a large number of records are affected.
All the approvers of the support group receive the approval requests. However, the change request progresses even though only one approver either approves or rejects the request.
Set the value of the If Multiple Approvers field of AP:Role form to All Must Sign for the respective support group record that is related to the relevant functional role.
For example, if the support group is Back office Support (Support Group ID SGP000000000009) and the functional role to authorize the approval is Change Approver (CAB-Member), then the relevant record is with the Role Name SGP000000000009 | CAB-Member.
Important: This action requires a response from every approver for the change request to progress.
For more information, see
For more information about how to configure the If Multiple Approvers field, see the Working with "If Multiple Approvers" in Remedy article on BMC Communities.