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

Identify the status change where requests are getting stuck; for example, the Approved status.
Verify that the related CA Process Automation processes are activate.
Verify the following:
- Verify that you have enabled the rule actions for updating the request status of interest.
- Verify whether the 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 Catalog Component computer.
  Note: For information about setting the configuration parameters in CA Process Automation, see the Integration Guide.
- 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.
Restart the CA Service Catalog Windows services. They are CA Service Catalog and CA Service Accounting.