Pending tasks not clearing from database

Products

• CA Service Catalog

Issue/Introduction

In PAM process , using assignPendingAction() to assign pending approval task to several contacts . When one of the contacts approves it , It didn't update the usm_request_pending_action table accordingly and correctly . It causes the request remains in other contacts pending action queue in catalog UI .


1. raise a request

2. use assignPendingAction() web service call via soapUI to have this request assigned to at least two different contacts like the following , for example :

approver1;approver2

3. then login catalog UI as approver1 to approve that request . You will see this request dispears in approver1's pending action queue

4. However , if you login catalog UI as approver2 , you will see this request remains to be listed in approver2's pending action queue.

Environment

Release : 17.2

Component : SERVICE DESK MANAGER

Cause

The regression defect with assignPendingAction() soap call .

Resolution

This problem occurs on 17.2 RU1 and 17.1 RU2 .   It was addressed by 17.2 Rollup3 maintenance patch .