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.
Legacy ID:KA379240
RESEARCH:
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The approval process configuration data for managing service requests and SRDs are tightly integrated with the BMC Remedy Approval Server. The Approval Server is shipped with BMC Remedy AR System and should be installed on the same computer as BMC Service Request Management.
Before you configure the approval process, you must ensure that the approvers are defined in the system. When defining approvers, remember these tips:
1. You can add individuals or support groups as approvers.
2. Group approval requests are sent only to group members with the Request Approver or SRD Approver roles.
3. If an individual approver is needed, only people defined in the People form can be chosen as approvers.
The minimum requirement in BMC Service Request Management to approve service requests is being registered as a user in the People form. Users with this level of access can view service requests in the Request Entry console, but they must use Approval Central to approve them.
TROUBLESHOOTING STEPS
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1. Notice that when submitting a new Service Request they are in waiting for approval.
2. Approver approves the SR and then it still waits for SR to move in "In Progress".
3. Verify the people record and the support group in the AP:Role form it is for One Must sign.
4. Immediate Work Around= Move the SR to "In Progress" from a backend join form: SRM:RequestApDetail.
Verify that all the SRM Rules are firing perfectly in your environment but due to this error the approval even if got approved still shows as stuck.
We can see ITSMUtil plugin which is a Java plugin. This Plugin is used when you approve the Service Request. If this plugin fails to load then your Service Request gets stuck in "Waiting for Approval" phase.
You can notice this error in the Approval Debug log: "Cannot establish a network connection to the AR System server"
To fix this problem you need to replace SRM 7.6 Patch 002 ITSMUtil.jar file because there is a defect #SW00392947 in this area which is fixed in SRM 7.6 patch02 ITSMUtil.jar file.
STEPS TO APPLY FIX:
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1. Login to the machine where the SRM 7.6 Patch 01 is installed.
2. Locate this installation directory where SRM - ITSMUtil.jar file is located.
Example:
C:\Program Files\BMC Software\BMCServiceRequestManagement\Shared_Components\plugins
3. Take the backup of the ITSMUtil.jar file.
4. Replace it with the new ITSMUtil.jar file that is attached with this email.
5. Restart the AR Server services.
6. Test the issue again.
IMPORTANT: Do not get confused with ITSMUtil.jar of "ITSM" with "SRM" as both have their individual .jar files. You have to work on the SRM .jar file. We highly recommend you to take the necessary backups and test the fix in QA/Dev environment to ensure the functionality.
Related Products:
- BMC Service Request Management