Troubleshooting › Requests Do Not Move to the Next Status

Requests Do Not Move to the Next Status

Symptom:

Requests do not move to the next status of the request lifecycle as expected, for example, from Submitted to Pending Approval.

Solution:

To move requests to the next status of the request lifecycle as expected, verify the related date settings.

To move requests to the next status of the request lifecycle

1. Identify the status change where requests are getting stuck; for example, the Approved status.
2. Verify that the related CA Process Automation processes or CA Workflow process definitions are activate.
3. Complete this step if you are using CA Workflow; otherwise, skip this step:

   Verify that the active dates for the CA Workflow process definitions match the date specified on the computer on which they are installed.

   For example, suppose that on May 10, you create a process definition for approving requests and specify it to activate the next day, May 11. However, the date setting on the computer where the process is installed is May 8, two days earlier than the actual date. In this case, your new process definitions is not activated until the computer date setting reaches May 10, even though the actual date is May 12. Consequently, requests do not start being approved again until then. To correct this problem and activate the process definitions immediately, verify that the computer date setting and activation date of the process are the same.

   Note: For help setting the date on your computer, see your Windows documentation. For help setting the active date of processes, see your CA Process Automation documentation. For help setting the active date of process definitions, see the CA Workflow IDE online help.

4. Verify the following:
   • Verify that you have enabled the rule actions for updating the request status of interest.
   • Verify whether Message Queue 4.1 Broker and other Windows services mentioned in the next step are running.
   • If you are using CA Process Automation to manage the request status change of interest, do the following: Verify the configuration parameters (especially the host name, port number, and other connection parameters) for CA Process Automation. Verify especially that the Global Data Set parameter points to the correct Service View computer.

     Note: For information about setting the configuration parameters in CA Process Automation, see the Integration Guide.

   • If you are using CA Workflow to manage the request status change of interest, set the CA Workflow configuration parameters. Verify especially that the CA Workflow actors point to the correct Service View computer.
   • Verify whether the assignees for the request are members of CA EEM groups whose names include special characters.

     If the assignees are members of such groups, the request statuses can fail to update. If necessary, rename the applicable groups in CA EEM so that their names do not include special characters.

     Note: For information about using CA EEM, see the Integration Guide.

5. Restart the CA Service Catalog Windows services. They are CA Service View, CA Service Accounting, CA Service Fulfillment, and Message Queue 4.1 Broker.