|Applies To||RSA Product Set: RSA Via Lifecycle and Governance (RSA Via L&G)|
RSA Version/Condition: 6.9.1
|Issue||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.|
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
Configuration of Cancel Change Request WF
The issue manifests with the following symptoms:
Change Request (CR) with status 'Completed'
Change Request (CR) with status 'Canceled'
|Resolution||This issue is resolved in RSA Via Lifecycle and Governance version 6.9.1 P08 and later versions.|
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.