Service Catalog Pending Approval Tickets Do Not Appear Under 'My Approvals'

Products

• CA Service Catalog

Issue/Introduction

There are two (2) custom statuses configured in CA Service Catalog:

Pending Level 1 Approval
Pending Level 2 Approval

When a CA Service Catalog request is moved to one of those statuses and is assigned to an user, those tickets will not appear under the "My Approvals" tab in Service Point.

Only tickets with the "Pending Approval" out of the box status will show up under "My Approvals".

Environment

CA Service Catalog 17.4.x

ServicePoint

Resolution

After enabling debug for xFlow/ServicePoint, noticed that the userid is lower case (i.e. firstname.lastname) but when assigning pending actions, userid is given as all capitals (i.e. FIRSTNAME.LASTNAME) from the Process Automation process and camel case(i.e. Firstname.Lastname) from SOAP UI.

Make the following change to the xFlow\APPS\Services\searchmicroservice-17.0.479\conf\application.conf file

1. Replace

{ "term": { "approval_user_ids": "%s" } },

with

{ "term": { "approval_user_ids": { "value": "%s","case_insensitive": true} } },

2. Restart xFlow services

3. Clear web browser cache, login to CA Serivce Catalog/Service Point and check if the tickets now appear under the "My Approvals" tab in Service Point.