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ITG - Workflow using wrong Request Type

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JimO
Contributor.

ITG - Workflow using wrong Request Type

Can anyone explain how a request could appropriately use request type "XYZ MBS Request" but incorretly use workflow “Bug Request Type Workflow”?  Creating a new "XYZ MBS Request" request forces, via an "Assign Workflow" rule, workflow "XYZ MBS Request".

 

I do not know if the five recently created requests were all created by copying a request or if any were created new.  Based on the following information it doesn't seem possible.

 

  • The "MBS" request and workflow were created in 2011.
  • The “Bug” request type was disabled February 13, 2006.  (If it were enabled the question could be easily answered.)
  • Workflow “Bug Request Type Workflow” is still enabled.
  • Only one request type rule assigns workflow "XYZ MBS Request" when created
  • No rule exists which assigns the “Bug Request Type Workflow”.
  • The only requests using workflow “Bug Request Type Workflow” are the five MBS requests.
  • Request type "XYZ MBS Request" has an "assign workflow" rule specifically assigning workflow "XYZ MBS Request" when created.
  • Request type "XYZ MBS Request" can only be created by an "XYZ-MBS End User"
  • Workflow "XYZ MBS Request" is restricted to using request type "XYZ MBS Request"

 

10 REPLIES
Utkarsh_Mishra
Acclaimed Contributor.

Re: ITG - Workflow using wrong Request Type

The issue might be due to copying the request, becuase as per your comments it seems every thing is correct and while copying it takes the details form source requests.

 

Try to create request without copying, and also set this:

 

Open workbenck-> Open request type -> Go to Workflows tab

 

Then add "XYZ MBS Workflow" in that tab. This will restirct only 1 workflow can be used with this requst type.

Cheers..
Utkarsh Mishra

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DirkRehmeier
Valued Contributor.

Re: ITG - Workflow using wrong Request Type

You have to check if the rule setting the workflow is still enabled.

 

You also have to check if your "XYZ MBS Request" workflow is still enabled. If not, than the first enabled workflow will be linked to the request as default. And mostly the "Bug Request Type Workflow" will be the first workflow found.

 

 

Hope this helps

 

Regards

Dirk

Jim Esler
Acclaimed Contributor.

Re: ITG - Workflow using wrong Request Type

We see this happen occasionally. All of your requests are created via either Create Request pages or with ksc_copy_request. We were seeing this problem once or twice a week with 7.5 before our upgrade. We have seen it once in the last month with 9.12 (50,000 requests were created in that month). We are running 9.12 with a hot fix for a problem with setting the workflow with a Simple Defaults rule.

Erik Cole
Acclaimed Contributor.

Re: ITG - Workflow using wrong Request Type

I've seen this before, too, in 6.0 and 7.x  We changed all of our assign workflow rules from the Simple Default one to specific SQL rules and haven't had any issues.

Jason Nichols K
Acclaimed Contributor.

Re: ITG - Workflow using wrong Request Type

I've seen the simple defaults not work in 8.x and 9.1x as well.  The Advanced SQL selections haven't failed.

Jim Esler
Acclaimed Contributor.

Re: ITG - Workflow using wrong Request Type

We saw the simple defaults rules fail consistently when we evaluated 9.12. HP provided a fix to make simple defaults work correctly. It was generating faulty sql that had spurious dependencies on unrelated fields. I don't think this fix was included in SP3 but should be in SP4.

 

Configuring the workfow with a simple default is needed for the Verify button in the Workflow section of the Workbench to crosscheck status usage between the workflow steps and the request types that use the workflow. When there are a lot of statuses involved, this can save a lot of tedious cross checking.

JimO
Contributor.

Re: ITG - Workflow using wrong Request Type

I want to thank all of you for your responses.  An upgrade is planned and we can certainly use the advanced SQL sections to negate the issue prior to the upgrade.

 

Take care!

Abdullah Rafiq
Respected Contributor.

Re: ITG - Workflow using wrong Request Type

another thing you can easily check is to make sure that the workflow you are trying to set is indeed Enabled and set for requests.

JimO
Contributor.

Re: ITG - Workflow using wrong Request Type

Thanks.  It was and is.

 

That request and workflow should have a 1:1 relationship.  Of the 21,588 requests created five referenced the same incorrect workflow.  That workflow has been around for about six years and has never been used.

 

That workflow has the lowest non-negative WORKFLOW_ID of all enabled workflows which is probably why it was selected.

Jim Esler
Acclaimed Contributor.

Re: ITG - Workflow using wrong Request Type

The workflow that we have seen used incorrectly is the Bug Request Type Workflow, the one that comes with the product as the default workflow. We have disabled it and we still see requests occasionally start up with it.

 

We added a notification on the first step of this workflow that goes to the application support team whenever the workflow is used. If appropriate, we then open the request and change the workflow to the correct one. Fortunately, this is currently a very rare event.