Viewing processes related to a request

To view processes related to a request

1. From the Service Request Coordinator Console, click SRs With Errors in the left navigation panel. Alternatively, you can search for your request.
2. Double-click the request or click Request Details.

3. In the Request Details dialog box, click Process View to see the process related to the request.
    This view enables you to see the underlying objects used when creating work orders, incidents, change requests, and so on.

   Important

   If the Event Error button is enabled, that means that there is a data error that you can troubleshoot from the Process View.

   All other types of errors that might occur do not enable the Event Error button, and cannot be fixed from the Process View.

4. From the The Process form, click Event Error to troubleshoot the request.
5. In the Fulfillment Application Instance Detail area, verify that the correct applications are instantiated.
   • If the event is successful, the Application Instance Details area shows the application that created the event, its request ID, and its current status.
   • If there is an error on the application instance, the event error details appear in the Event Error Details area of the Application Instances dialog box.
6. If an event contains an error (shown in Event Error Details area), click View Events.
    The Event History form appears, showing the event history of the instance. If the event ran without errors, the entry is automatically deleted. As a result, you cannot view successful events in the Event History form.
7. Debug the error with the fulfillment applications.
    Typically, you see problems with fulfillment applications if the AOTs, PDTs, or SRDs were not defined correctly.
   
    For example, if you create a global entitlement for an SRD that assumed specific company information, errors might appear when the application attempts to create an entry. Users might enter invalid location information, but the SRD requires input of a specific Region, Site Group, and Site. Using the Event History dialog box to troubleshoot this type of error is difficult due to poor definition of the catalog entry.
   
    Another example of poor definition of the catalog entry is adding questions that do not correctly create the fulfillment request. If you want a user to enter the urgency of a request, make sure you specify that the Urgency question is required and must be answered. If users ignore the question (because they thought it was optional) and submit the request, the fulfillment application generates an error.
8. Click Retry to re-start the application instance command.
9. Close the Event History dialog box.
    When you have fixed the fulfillment application error, the application generates a request ID and automatically moves the application request into the In Progress state.
10. Close the View History dialog box.
     The Request Details dialog box shows the fulfillment ID of the fulfillment application.
11. Close the Request Details dialog box.
     The fulfillment application ID is generated correctly, and you can work on the request.
12. After the problem is fixed, make sure that the fulfillment worker working on the request completes it in a timely manner.
     If necessary, you can track the request to make sure it is approved by the appropriate person.
13. Track the request until its status is Completed.