000032292 - RSA Via Lifecycle and Governance Rejected/Canceled Requests are progressing to Fulfillment stage

Document created by RSA Customer Support Employee on Jun 14, 2016Last modified by RSA Customer Support Employee on Apr 21, 2017
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Article Number000032292
Applies ToRSA Product Set: RSA Via Lifecycle and Governance (RSA Via L&G)
RSA Version/Condition: 6.9.1
 
IssueA request form is utilized to create an account which does not generate any change item. There are three levels of Approvals and each Approval node has set 'Due Date' as N days.
Everyday, an escalation is fired and on the last day instead of the entire Change Request (CR) being cancelled, it goes into the Fulfillment phase and the CR is completed.
 
Configuration of Supervisor Approval WF - Escalations
 

Approval WF


Configuration of Cancel Change Request WF
 

Cancel Request WF

The issue manifests with the following symptoms:
  1. It will create approval activity, generate an Escalation after some time and cancel the Change Request item which is expected but it follows the Fulfillment path (which it should not).
  2. Create two escalations “Cancel Change Request” and “Revert Changes.”
  3. “Cancel Change Request” is completed but the workflow is stuck in “Revert Changes.”
  4. The CR status is “Completed.”
 


Change Request (CR) with status 'Completed'


CR completed


Expected Result
  • It should create approval activity, should generate Escalation after some time and should cancel the change request item as well as the overall CR
  • CR status should be “Canceled” not "Completed"
 

Change Request (CR) with status 'Canceled'

CR cancelled
ResolutionThis issue is resolved in RSA Via Lifecycle and Governance version 6.9.1 P08 and later versions. 
Workaround

The workaround is to use the Reject entire request option instead of Cancel entire request as the Event Type of  the Cancel Request node in the Cancel Change Request workflow.


Fixed - Cancel Change Request WF
 


Expected Result:



  • It will create approval activity, will generate escalation after some time and will reject the change request item and reject overall Change Request.


  • Change Request status is “Rejected”.

 

Change Request (CR) with status 'Rejected'
CR rejected

 

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