Troubleshooting approval issues
You may encounter some issues in an approval cycle of Service Request Management. See the following sections to troubleshoot issues encountered during approval process.
All plug-ins are child plug-ins of arplugin. The core AR Server issues, other plug-ins, network or database issues may affect approval or all plug-ins, and must be addressed first as they maybe the root of the approval issues.
Troubleshooting Ad hoc, Level or Group, and Management Chain approval issues
See the following table for troubleshooting issues related to Ad hoc approvals, Group approvals, and Management chain approvals:
Ad hoc approval
|Approval process is bypassed.||No approvers are found during the approval process.|
Level or Group approval
|No approvers are available for Level or Group approvals.||None of the users in the defined support group have the Request Approver functional role.||Open the relevant support group in the |
|You get System Error.||Service request with Level or Group approval goes to Rejected status.||See if the Currency defined in the rule for the Level process is causing the issue. For more information, see the Service Request with Group/Level Approval going to Rejected status knowledge article.|
|Management Chain approval||No approvers are found for the Management Chain approval||In CTM:People record, Manager's Name and Manager's Login ID is not defined.|
In CTM:People record, make sure the Manager's Name and Manager's Login ID is defined.
Troubleshooting Approval Chain issues
When Approval Chain is created, it generates a filter with prefix zAPRxxx. When troubleshooting issues with approvals not working in an Approval Chain, first confirm that the approval chain filter is fired on the server side logs as shown in the following extract:
> /* Thu Apr 27 2017 03:24:38.3940 */ <Filter Level:1 Number Of Filters:352> Checking "zAPR:LaunchApproval-SRM:Request_chain11" (970)
> 0 : Push Fields -> "APR:Approval Chain Status"
> <deferred from filter zAPR:LaunchApproval-SRM:Request_chain11>
> Form Name01 (1000000101) = SRM:Request
> Permission (303798101) = 1000000001;
> Chain ID (303772600) = IDGAA5V0GFHORAO477TLO3LW46WYZV
> Request (8) = 000000000002624
> Status (7) = 0
> /* Thu Apr 27 2017 03:24:38.3950 */ Start filter processing (phase 1) -- Operation - CREATE on APR:Approval Chain Status - <NULL
The filter name will contain the Approval Chain title.
See the following table to troubleshoot some of the issues that you may encounter for approvals in an Approval Chain:
|The service request remains in the Waiting Approval Status with no approvers defined.|
If SR Type Field values are used in the Approval Chain qualification, it might be necessary to create another Approval Chain that uses an Auto Approval rule (if certain values mean that an approval isn't necessary). For example, this might be necessary when using a qualification like 'SR Type Field 1' = "Hardware". In that case, another chain must be created to handle the qualification like 'SR Type Field 1' != "Hardware".
|The service request doesn't move to Initiated Status.||After the approval process is complete.|
Troubleshooting Approval server issues
See the AR System online documentation for the following common problems that can occur when using Approval Server:
|Approvals are not processed or other unexpected behaviors occur|
|Approval server fails to process records from Application Pending form|
For information about how to enable Approval Server debug logging, see Approval server logging.