Change 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
Configuration of Cancel Change Request Workflow
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
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):
This is a known issue reported in engineering ticket ACM-57211.
This issue is resolved in RSA Identity Governance & Lifecycle 6.9.1 P08.
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.
It will create approval activity, generate escalation(s) after some time and reject the change request item and the overall Change Request.