Request status not updated and history is empty
Article ID: 198717
Updated On:
Products
Issue/Introduction
Product: Service Catalog 17.2
"Service Catalog Request status change history and audit trail are empty even though policy is evaluated and status is Pending approval"
On Service Catalog, request was opened and policy engine was evaluated. Status is pending approval and customer received approval email.
After approving, nothing happened. The request status was not updated and the history is empty as well as audit trail.
Environment
Release : 17.2
Component : CA SERVICE CATALOG
Cause
Client running on old patch level i.e. 17.2.0.2
Resolution
Suggested to upgrade to the latest patch level i.e. RU09
WIN-CASM 17.2.0.9 ROLLUP PATCH (REQUIRES 17.2)
Link: https://support.broadcom.com/download-center/solution-detail.html?aparNo=SO14581&os=WINDOWS
Additional Information
Noted a fix in RU3 (DE49256) - which stated "Unable to update the usm_request_pending_action table, as a result, pending actions view contains requests which are already approved. This behavior is noticed when the pending action is assigned to several contacts for approval."
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