This knowledge article may contain information that does not apply to version 21.05 or later which runs in a container environment. Please refer to Article Number 000385088 for more information about troubleshooting BMC products in containers. When using level or group approval for Service Request. The Service Request goes directly into Rejected Status with Status Reason of System Error. First confirm there are valid person or group members that have the Role of Request Approver Logs below for Group approval showing it found no matches: */ Process next approver rule SR Level - Get Next Approver */ Qualification: */ --> Run If passed -- perform set of next approver list for this rule */ Qualification: 'Approval Sequence' != $\NULL$ AND 'ApprovalDefinitionID' = $ApprovalDefinitionID$ AND 'InstanceId' = $SR_InstanceId$ AND 'Status' = "Enabled" AND 'SRD_PL' <= 'SRD_Price' AND ('SRD_PU' >= 'SRD_Price' OR 'SRD_PU' = 0) */ For given set fields qualification no record matches from source form : SRS:RequestApproversLookup */ Done processing of set fields operation -- no value retrieved so no set */ Current Level in AP:Detail is : -1 */ Final best Next Level for [Thread 1] = 999999999 */ Done processing of set fields operation -- no new approval level so no set */ Next Approvers (13005) = */ Level (13003) = */ Process next approver rule SR Level - Get Next Approver - Grp */ Qualification: */ --> Run If passed -- perform set of next approver list for this rule */ Qualification: 'Approval Sequence' != $\NULL$ AND 'ApprovalDefinitionID' = $ApprovalDefinitionID$ AND 'InstanceId' = $SR_InstanceId$ AND 'Status' = "Enabled" AND 'Group/Individual Flag' = "Group" AND 'SRD_PL' <= 'SRD_Price' AND ('SRD_PU' >= 'SRD_Price' OR 'SRD_PU' = 0) */ For given set fields qualification no record matches from source form : SRS:RequestApproversLookup */ Done processing of set fields operation -- no value retrieved so no set */ Current Level in AP:Detail is : -1 */ Final best Next Level for [Thread 1] = 999999999 */ Done processing of set fields operation -- no new approval level so no set */ Next Approvers (13005) = */ Level (13003) = */ Done processing of set fields operation */ Check valid user rules */ * Process option set to not validate user so no work needed */ Set approval details record for this entry to state Error */ Clean all related support entries attached to detail record */ Perform done rules */ 4502 Operation cancelled due to error SOLUTION:
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