Deployment active status fails to reset to True after Day 2 action completes

Products

• VCF Automation

Issue/Introduction

• When performing Day 2 actions via the ServiceNow ITSM plugin, the targeted resources and deployments are correctly set to active = false.

• After the Day 2 action completes successfully in VMware Aria Automation 8.18.x and reflects active = true, the ITSM plugin fails to sync this update, leaving the deployment indefinitely stuck in an active = false state.

• Running manual sync jobs does not resolve the issue.

• Users with the x_vmw_cloudservice.vra_catalog_admin role are unable to manually update or override the active status.

• As a result, subsequent Day 2 actions become unavailable to users in ITSM for the affected deployments.

Environment

• ServiceNow ITSM Plugin for VCF Automation (v9.0.1 or later)

• VMware Aria Automation (v8.18.x or later)

Cause

This issue occurs when specific Day 2 Actions take a significant amount of time to complete within the environment. Due to the extended duration, one of two things happens:

1. The ServiceNow workflow times out while awaiting a response from Aria Automation before the action finishes.

2. A user prematurely marks the Request Item (RITM) as "closed complete" manually.

Either scenario causes the RITM record to enter a stale "Work in Progress" state requiring manual intervention to close. Consequently, the deployment record is blocked from transitioning out of the active: false state in ServiceNow.

Resolution

Broadcom Engineering has identified the root cause and is actively developing a permanent fix for a future release. Please keep an eye out for the ITSM Plugin Release Notes for updates on the availability of this fix.