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What does "Only one resource needed to complete the work assigned" mean?

Question asked by George Kwakkernaat on Mar 16, 2020
Latest reply on May 7, 2020 by George Kwakkernaat

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Recently, one of our users reported one of the activities assigned to him closing automatically, without him performing any action.

The activity shows the following message:

Only one resource needed to complete the work assigned. Work completed by <Name of assignee>

Does anyone know why the system is doing this? The user reported not having performed the activity, nor having actually performed the work it required. He did report closing another activity belonging to the same change request, but there did not seem to be any overlap in the work he performed for it.

Ian Staines

May 6, 2020 12:42 PM

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There was a feature change in 7.1.1 P04 and later that modifies this behavior. (not back ported to 7.1.0)

Review the following KB articles and see if this provides you with a solution.

000037979 - How approval activity behaves when change request items are grouped by category in RSA Identity Governance & Lifecycle

000037978 - When approval activities are grouped by category, they auto-complete when one of the items is rejected in RSA Identity Governance & Lifecycle

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Clive Morrish Mar 16, 2020 9:48 AM
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This suggests the manual fulfillment task has been assigned to more than one person.

The message you're seeing means that 'someone else' has already marked the manual task as Complete.

How is the Resource section configured within the fulfillment workflow?
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- George Kwakkernaat @ Clive Morrish on Mar 16, 2020 12:55 PM
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  Hi Clive,
  
  Thank you for your response.
  It's very possible that the task was assigned to more then 1 person, but wouldn't it mention the name of the other user if the activity was closed by them? In this case it mentioned the name of the initial user who said he didn't close the activity.
  
  Something else I just noticed is a message saying the activity was closed "because of category manager" in the request:
  The first fulfillment is the one the user has actually marked as Completed. The expanded one at the bottom is the one that automatically moved to closed (judging from the time-stamp it looks like it was closed together with the completion of the first activity).
  
  The resource section of the workflow looks as follows:
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  - Clive Morrish @ George Kwakkernaat on Mar 16, 2020 2:41 PM
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    You may find the following helps with regards to the 'category manager' message (approval and fulfillment workflows allow grouping) - 000037978 - When approval activities are grouped by category, they auto-complete when one of the items is rejected in RSA Identity Governance & Lifecycle
    
    Are these role changes being made within IGL? I see in the screenshot that 'Complete work assigned if activity is verified' is enabled and the CR has been marked the request as verified. To me it looks like the user was no longer a member of the role and the activity was completed based on these settings.
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    - George Kwakkernaat @ Clive Morrish on Mar 25, 2020 1:46 PM
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      The "category manager" error indeed seems like it would have something to do with the "grouping by category" option, but none of the grouping options in the workflow are set to this (as shown below).
      The changes in the activity all (external) "remove entitlement from user" changes. I'm not sure why or when they have been verified, I don't think the work had actually been done when the user reported the issue.
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George Kwakkernaat Apr 1, 2020 2:03 PM
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While we haven't found the root-cause, we did find a solution to the issue.

The "Fulfill accounts and groups using" option was set to "Manual Activities" in some of our workflows. Setting this back to "Manual Account Activities" (as it was in the OOTB workflow) seems to have resolved the issue.
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- George Kwakkernaat @ George Kwakkernaat on Apr 14, 2020 7:13 AM
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  It seems like I spoke to soon. The "fix" I mentioned above seemed to work for about a week or two, but the issue re-appeared today:
  
  It definitely seems like it has something to do with the change (activity) grouping, since it only happens when another activity in the request has been manually closed. However, the grouping is set to group by business source, while the activity manually completed and the one automatically closed do not belong to the same business source.
  
  We'll create a support case for this issue, since it's really starting to look as if there's something not quite working as intended here. If there's any suggestions in the meantime they are of course more than welcome.
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Ian Staines May 6, 2020 12:42 PM
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There was a feature change in 7.1.1 P04 and later that modifies this behavior. (not back ported to 7.1.0)

Review the following KB articles and see if this provides you with a solution.

000037979 - How approval activity behaves when change request items are grouped by category in RSA Identity Governance & Lifecycle

000037978 - When approval activities are grouped by category, they auto-complete when one of the items is rejected in RSA Identity Governance & Lifecycle
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- George Kwakkernaat @ Ian Staines on May 7, 2020 10:32 AM
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  Thanks Ian, that does seem like it should solve the issue. While it mentions approval activities specifically, I assume that this also extends to manual fulfillment activities, correct?
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What does "Only one resource needed to complete the work assigned" mean?

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