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How do we configure which fulfillment flow is used by the Revert Changes workflow?

Question asked by George Kwakkernaat on Oct 19, 2020
Latest reply on Dec 8, 2020 by Apeksha Anand Shetty

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For all our requests workflows, we have set up a slightly modified version default AFX fullfillment workflow as our fulfillment flow, as such:

This works fine for fulfilling regular requests, but we've noticed something strange when we cancel a request with the Revert Changes option on. The Revert Changes workflow seems to (also) be referencing the out of the box Manual Activities workflow, which we do not wish to use. Here's an example a recent request's Revert Workflow:

As a reference, this is how the processing workflow of the same request looks (which is correct):

Normally I'd figure we'd just have to set our custom workflow as the fulfillment workflow in the Undo Changes node of the Revert Changes workflow, but there doesn't seem to be any options in this node that allow us to select which fulfillment workflow to use:

Does anyone know where we can configure the fulfillment workflow to be used by the Revert Changes workflow?

Clive Morrish

Oct 19, 2020 1:32 PM

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Hi George,

I think I'm right in saying that the Revert Changes workflow will call all workflows that were first used to complete the changes.

Based on that, in your examples above were all changes successfully completed via AFX or did some fail and fall back to manual activities?

Thanks,

Clive

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Clive Morrish

Oct 19, 2020 1:32 PM

Hi George,

I think I'm right in saying that the Revert Changes workflow will call all workflows that were first used to complete the changes.

Based on that, in your examples above were all changes successfully completed via AFX or did some fail and fall back to manual activities?

Thanks,

Clive

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George Kwakkernaat @ Clive Morrish on Oct 21, 2020 4:00 PM

Hi Clive,

Thanks for your response.

What you're saying makes sense, but I don't understand where it's getting the "Manual Activities" workflow from.

As depicted in my original screenshots, all our fulfillment flow references point to the "APG - Default AFX Fulfillment v003" workflow, which in turn points to the "APG - Default AFX Manual Fulfillment Subprocess v007" subworkflow for manual fulfillments (shown below).

This subworkflow is again just a slightly modified version of the OOTB "Default AFX Manual Fulfillment Subprocess", and just points to manual fulfillment nodes for the actual fulfillment.

Nowhere in this end-to-end flow is the "Manual Activities" flow referenced, and we don't want this flow to be used because it contains some functionality we disabled in our custom workflows (other assignee's, no e-mail etc.).

That's why I thought there might be some hidden reference to the "Manual Activities" workflow in the Undo Changes node.

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Clive Morrish

@ George Kwakkernaat on Oct 22, 2020 12:28 PM

Is it possible the Change Request that was reverted was raised before updated 'APG' workflows were assigned to handle the request?

It's quite difficult to troubleshoot using just screenshots, feel free to mail me (clive.morrish@rsa.com) and perhaps we can find some time to screen share.

Thanks,

Clive

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George Kwakkernaat @ Clive Morrish on Oct 22, 2020 1:01 PM

Hi Clive,

We've been using the same fulfillment workflows for quite a while, so I don't think that's it.

I'll gladly make use of your offer to have a look at it over screen share. I'll send you an e-mail.

Kind regards,

George

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George Kwakkernaat @ George Kwakkernaat on Oct 26, 2020 10:57 AM

For the convenience of anyone reading along:
I've shown Clive the workflows over screenshare session, and we've concluded that the behaviour shown in the screenshots might be a bug. I'm opening a support ticket to look at the issue with RSA support.

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Clive Morrish

@ George Kwakkernaat on Oct 26, 2020 11:32 AM

It's strange, with the data available to me within my sandbox I only see the Revert Workflow calling the workflow that was used to first provision the changes.

Here you can see it calls Default AFX Fulfillment that was used to perform the initial completed changes.

That fails due the AFX Connector not having the correct capability enabled but then calls the manual fulfillment workflow assigned within to the sub process.

I haven't yet had it call the 'Manual Activities' workflow.

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George Kwakkernaat @ Clive Morrish on Oct 26, 2020 12:09 PM

Thanks for checking that out in your sandbox environment Clive. That confirms that it does (or should at least) function as your mentioned initially: the revert workflow only calls the workflows that were used in the initial request.

That means the issue is either with our environment, or with our workflow setup. Would you mind repeating your test with a copy of our workflows, to rule out the latter? I'll send them to you over mail.

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Apeksha Anand Shetty

Dec 8, 2020 12:17 AM

Engineering ticket raised for this ACM-108691.

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Clive Morrish Oct 19, 2020 1:32 PM
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Hi George,

I think I'm right in saying that the Revert Changes workflow will call all workflows that were first used to complete the changes.

Based on that, in your examples above were all changes successfully completed via AFX or did some fail and fall back to manual activities?

Thanks,
Clive
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- George Kwakkernaat @ Clive Morrish on Oct 21, 2020 4:00 PM
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  Hi Clive,
  
  Thanks for your response.
  What you're saying makes sense, but I don't understand where it's getting the "Manual Activities" workflow from.
  
  As depicted in my original screenshots, all our fulfillment flow references point to the "APG - Default AFX Fulfillment v003" workflow, which in turn points to the "APG - Default AFX Manual Fulfillment Subprocess v007" subworkflow for manual fulfillments (shown below).
  This subworkflow is again just a slightly modified version of the OOTB "Default AFX Manual Fulfillment Subprocess", and just points to manual fulfillment nodes for the actual fulfillment.
  
  Nowhere in this end-to-end flow is the "Manual Activities" flow referenced, and we don't want this flow to be used because it contains some functionality we disabled in our custom workflows (other assignee's, no e-mail etc.).
  
  That's why I thought there might be some hidden reference to the "Manual Activities" workflow in the Undo Changes node.
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  - Clive Morrish @ George Kwakkernaat on Oct 22, 2020 12:28 PM
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    Is it possible the Change Request that was reverted was raised before updated 'APG' workflows were assigned to handle the request?
    
    It's quite difficult to troubleshoot using just screenshots, feel free to mail me (clive.morrish@rsa.com) and perhaps we can find some time to screen share.
    
    Thanks,
    Clive
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    - George Kwakkernaat @ Clive Morrish on Oct 22, 2020 1:01 PM
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      Hi Clive,
      
      We've been using the same fulfillment workflows for quite a while, so I don't think that's it.
      I'll gladly make use of your offer to have a look at it over screen share. I'll send you an e-mail.
      
      Kind regards,
      George
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      - George Kwakkernaat @ George Kwakkernaat on Oct 26, 2020 10:57 AM
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        For the convenience of anyone reading along:
        I've shown Clive the workflows over screenshare session, and we've concluded that the behaviour shown in the screenshots might be a bug. I'm opening a support ticket to look at the issue with RSA support.
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        Clive Morrish @ George Kwakkernaat on Oct 26, 2020 11:32 AM
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        It's strange, with the data available to me within my sandbox I only see the Revert Workflow calling the workflow that was used to first provision the changes.
        
        Here you can see it calls Default AFX Fulfillment that was used to perform the initial completed changes.
        
        That fails due the AFX Connector not having the correct capability enabled but then calls the manual fulfillment workflow assigned within to the sub process.
        
        I haven't yet had it call the 'Manual Activities' workflow.
        1 person found this helpful
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        George Kwakkernaat @ Clive Morrish on Oct 26, 2020 12:09 PM
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        Thanks for checking that out in your sandbox environment Clive. That confirms that it does (or should at least) function as your mentioned initially: the revert workflow only calls the workflows that were used in the initial request.
        
        That means the issue is either with our environment, or with our workflow setup. Would you mind repeating your test with a copy of our workflows, to rule out the latter? I'll send them to you over mail.
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Apeksha Anand Shetty Dec 8, 2020 12:17 AM
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Engineering ticket raised for this ACM-108691.
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How do we configure which fulfillment flow is used by the Revert Changes workflow?

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