Validate if the problem is affecting only a few applications. Otherwise, the system might be affected by the defect: DRMY1-31134

The defect is present in versions 23.3.xx and is fixed in patch 04.
23.3.04.

Sometimes, the DWPC process remains active even after the fulfillment record(s) in Remedy has been closed.  You can manually update the DWP Catalog Request status using the steps below.

To manually update the DWP Catalog Request status, follow the steps below.

1) Login to Innovation Studio with the DWP Catalog Sys Admin account and open the form "myit-sb:ServiceRequest".
​​​
Direct Link:
https://<dwpc-host-name>-is.onbmc.com/helix/index.html#/com.bmc.arsys.rx.innovationstudio/record/edit-data/myit-sb:ServiceRequest

2) Filter using the "Request ID" to find the DWPC request in question. 
3) Select to Edit the record by setting the following fields to their appropriate status (closed, rejected, cancelled, etc): 

• ProcessInstanceActivityStatus
• ProcessStatus
• RequestState

Note: The status value should be the same for all 3 fields.

4) A "WorkflowCompleteTime" can also be set, allowing a completed date to appear on the Request Details.

Here's a screen shot as example:



For On Prem Installations/Older versions, in case customer doesn't have access to IS, Following would be the query which can be run against DB to Update the Status:
 

UPDATE myit_sb_servicerequest 
Set RequestState = 10, -- Request Status 'Closed'
ProcessInstanceActivityStatus = 5, -- Process Status 'Completed'
NextPollTime = 2147483647 
where request_id in (
    SELECT ea.ServiceRequestId FROM myit_sb_ExternalActivity ea 
    inner join myit_sb_ServiceRequest sr 
    on ea.ServiceRequestId = sr.Request_ID
    WHERE 
    sr.Request_ID LIKE '...'
    -- sr.RequestState = 5 -- Request Status 'Failed' 
    -- and ea.Status LIKE 'Cancelled' -- SRM activity status, remove this row if not needed
    --and sr.Request_ID LIKE '...' -- provide here SR id for testing, remove for bulk update
    sr.Create_Date 
);