Troubleshooting Remedy Approval Server

When troubleshooting Remedy Approval Server, complete the following tasks:

• Check the known and corrected issues in Remedy Action Request (AR) System.
• Apply the latest hotfix for approval server. To download the latest hotfix, see the knowledge article KA 000164912.
• Review the recommended approval server configuration if you experience issues with the Approval server. For more information, see Configuring approval server. 

Ensure that you check the hotfix level of both Remedy AR System Server and approval server. For any questions about hotfixes and applying hotfixes, read through the associated Readme file or contact BMC Support by opening a support ticket.

When an issue occurs while using approval server, analyze the cause. The following list includes the common problems that can occur when using approval server:

• Troubleshooting-when-approvals-are-not-processed-or-other-unexpected-behaviors-occur
• Troubleshooting-performance-issues-while-processing-approvals
• Troubleshooting when approval server fails to process records from Application Pending form
• Troubleshooting plug-in issues with approval server
• Troubleshooting-when-approving-requests-via-emails-does-not-work

Popular knowledge articles for approval server

The following list includes some of the popular knowledge articles from BMC Communities for approval server:

• A checklist to validate the configuration of your approval server
• A simple test to verify if your approval server is working fine (Includes a video)
• Steps to enable approval log and activate Approval Debug Mode
• Steps to perform when sanity check for approval server fails
• Steps to perform when approvals and status changes are delayed even if the approval process is configured correctly
• Steps to perform when records are stuck in the Application Pending form (Error: "no arapsignalxx_build001 in java.library.path")
• Steps to enable AR System dispatcher log
• Steps to troubleshoot when the Approval Server does not receive AR System server waking signal
• Guideline for setting the Approval-Polling-Interval parameter
• Steps to troubleshoot when AREA LDAP and approval server do not work after you upgrade to 9.1
• Steps to troubleshoot when Approval Engine gets intermittently suspended in a server group
• Hotfixes to apply when approvals don't work after you upgrade AR System and CMDB to 19.02 and keep ITSM and SRM to 18.08 

Video for approval server

The following video (6:32) explains how to test approval server.

Related topics

Configuring approval server with a separate plug-in server instance

Setting-up-the-approval-process