We are facing one strange issue where some of our requests get stuck either in approval or fulfillment phase randomly.
We only get aware when customer complains for it.
Your suggestion/help would be appreciated
This is one of the know issue in 6.X version, there are multiple reasons which contributes to this issue.
I can suggest you work around to push this request to next level,
what you can do is, click on "2 errors" link, a new window or page will open, which will have option to clear the errors. Once you clear the error, request will automatically move to next level.
I would suggest you to please verify the way you guys have configured your workflows, this is one of the biggest reason for having error issue.
Thanks Hemant for quick response.
We are doing the same but most of the time it doesn't resolve the problem. We manually have to poke stalled workflow.
I am not able to see the option to clear the option to clear the error when I click the "2 errors" link and I am using IE11.
Please suggest if I should try this in a different browser?
FYI - I am using RSA IG&L 7.0.2 P7 version.
Below are my observations and workaround while dealing with this issue:
1. If you click on the 'error' it will produce more errors and error count will increase
2. If w/f got stuck then open the w/f and select the stuck node. Now Click on "Change State" then Complete Node or skip whichever is as per the requirement.
3. If it is in fulfillment phase/pending Verification etc and provisioning is already done in the end system then Update the below tables to clear the stuck request.
t_av_change_request_details and t_av_change_requests
We have the same issue. I want to ask you regarding "which will have option to clear the errors." How to clear the error? When I open stuck WF of an error I need to complete nodes one by one. After that, WF is completed. But the main issue is that the change request is completed but it didn't do its job, no changes were done
[UPDATE] On our side we fine a solution: you need to open the error WF, go to the menu (three dots) and click on Evaluate. This won't clear the error but will skip it and the change request will go further.
We have the same issue with 7.1.0 Patch 05, on multiple requests and no option to "clear" the error. How is this accomplished? I've changed the state to "Complete Node" but IGL doesn't recognize that the Approvals Phase is complete and Fulfillment doesn't happen.
We need a solution to this. How do we clear the errors so the workflow can proceed and request can complete?
Olga posted a similar question that eventually has steps for skipping the errors here: https://community.rsa.com/message/953262?commentID=953262#comment-953262
If that isn't what you're after I would advise creating a new question thread with more details of the issue you are facing.
I would suggest to open new thread as this thread is already marked as answered; Also, it would be better to provide more info about issue. This would help us understand it better and provide accurate response.
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