000032292 - Change Requests cancelled by Escalation Workflows progress to Fulfillment instead of getting cancelled in RSA Identity Governance & Lifecycle

Document created by RSA Customer Support Employee on Jun 14, 2016Last modified by RSA Customer Support on Sep 1, 2020
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Article Number000032292
Applies ToRSA Product Set: RSA Identity Governance & Lifecycle 
RSA Version/Condition: 6.9.1
 
IssueChange Requests cancelled by Escalation Workflows progress to Fulfillment instead of getting cancelled in RSA Identity Governance & Lifecycle.

For example, a 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. Every day, 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 Workflow - Escalations
 


Approval WF



Configuration of Cancel Change Request Workflow
 


Cancel Request WF


The issue manifests with the following symptoms:
  • 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 is not expected and incorrect behavior.)
  • Creates two escalations: Cancel Change Request and Revert Changes.
  • The Cancel Change Request Escalation is completed but the Workflow is stuck in Revert Changes.
  • The CR status is Completed.

 



Change Request (CR) with status Completed



CR completed



Expected Result

  • It should create approval activity, generate Escalations after some period of time and then cancel the change request item as well as the overall CR.
  • CR status should be Cancelled not Completed.


Change Request (CR) with status Canceled (expected result):
 


CR cancelled


 
CauseThis is a known issue reported in engineering ticket ACM-57211.
 
ResolutionThis issue is resolved in RSA Identity Governance & Lifecycle 6.9.1 P08.
 
WorkaroundThe 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, generate escalation(s) after some time and reject the change request item and the overall Change Request.


  • Change Request status is Rejected.


Change Request (CR) with status 'Rejected'
 


CR rejected


 

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