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
Retrieving data ...