Service Catalog Policy Driven Approval Process Issue after upgradation to 17.4.3 from 17.4.2

Products

• CA Service Catalog

Issue/Introduction

The Customer is facing an issue with "CA Service Catalog" approvals since they upgraded to version 17.4.3.

When they add more then one person to the same level of policy approval and some of them reject the Catalog request, the system is not rejecting the request but reassigning it to another person.

Example :

Let's say we have a service request pending:

Policy approval assigned to (X OR Y people )  if X rejects request then system will log "task completed by X" and then reassign request to Y.

In the old version of CA Service Catalog (17.4.2), if any one of them (X or Y) rejected the request status, the request will be rejected.

Environment

CA Service Catalog 17.x

Cause

Development has validated the issue/use case and it does not reproduce internally. They have also cross-verified the code since the beginning of CA Service Catalog releases and found no changes in the policy approval process.

Resolution

We recommend updating the policy approval condition as shown in the attached screenshot by creating an EEM group and assign users to that group with the "Any" option.

Here are the steps to create an EEM application group and verify the use case:

1. Log in to EEM as an administrator with the Service Catalog instance name

2. Navigate to Manage Identities and click on Groups to add a new group

3. Assign users to this group

4. Login back to CA Service Catalog and change the policy condition with the new group and verify the scenario