Workflow issue - on service request

I have a workflow on Service, which is to create several tasks automatically right after a Service Request is created by the user. I test and it works well as expectation by my side. The issue which is suffered by some users is that, it doesn't work when they create Service Request by the "New" button on a Service Request detail page, however, it works normally if they create Service Request by Create box on the left bar. And I also tried to login using the issue account by my side, no problems happened.
So I guess could it be any problems with user's IE setting or something? Is there any suggestion to help? Thank you in advance!
Regards, Lucy

Hi,
Thank you for your advise. I tried but still failed. Now the problem is turning to only with admin account could the workflow work well. Because I've done testing on the same pc. The result is admin account works, while user account doesn't..

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Issue with Service Request email Notification

Hi All,
Whenever we change the status of SR an email should be triggered. But it is not happening. Is there any setups we have to look for. When ever an event is raised there is no notification sent.
Please let me know your comments at the earliest as it is an priority issue.
Thanks,
Mahesh

Hi Mohammed,
Thanks for the reply. I will explain the issue in detail. The issue is with the iSupport.
User creates an SR in iSupport. Now the status will be in Open. Again user updates the SR by adding some notes by which the status of the SR will be changed to Updated by Customer. At this point we are getting an error notification. This error is as follows
Event Error Name: WFENG_EVENT_NOTFOUND
Event Error Message: 3142: Process 'SERVEREQ/100794754-1997529-EVT' has no activities waiting to receive event 'oracle.apps.cs.sr.ServiceRequest.statuschanged'.
Event Error Stack:
Wf_Engine.Event(SERVEREQ, 100794754-1997529-EVT, CSEVTPROC, oracle.apps.cs.sr.ServiceRequest.statuschanged)
Wf_Rule.Default_Rule(oracle.apps.cs.sr.ServiceRequest.statuschanged, CEEC6B02CCB86CD4E0340003BA4D7D08)
But If we update the same SR from service request form in customer support everything is working fine. \
Please let me know your feedback
Thanks,
Mahesh

Workflow issue with Service Entry Sheets

I wonder if you can help. We currently use workflow for the approval of service entry sheets. Whenever they are approved we get an email in our workflow master account which states : The work item "Exception in Workflow for Entry Sheet 1000XXXXXX" (ID 000004014168) of type B has the status ERROR. Initiate a correction measure so that the respective workflow (ID 000004012293) can be continued.
When we go into the Service entry sheet it has a green light and there is no issue, so we just file the email. It's irritating though as we have to check everyone.
Does anyone have an idea what could be causing this or where I could start to look?

sorted

Workflow issue for leave request

Hi All,
we have workflow which apporves the leave rquest created by an employee through MSS.
It's a standard workflow.The workflow number is 01200003.
The problem is workflow sits in waiting position forever to lock the employee.i.e it doesn't lock the employee neither it gives an error.
The workflow log just shows waiting process.
I tried to check the method which the lock employee task calls and it's a standard method to enqueue employee.
The method works perfectly when it's checked independently through business object.
but when executed through workflow it stucks there.
My problem is the same workflow and the same version is working in our development system but not in qulaity system.
Can anybody tell me how can I find that what's going wrong in there and what can i do to correct it and also how can I stop this waiting workflow.
Thanks
Umang

Hi Umang,
The problem is with DEAD LINE MONITORING of the work flows,
In transaction SWU3, CHeck for the scheduled Background job for Missed dead lines is set or not.
If it is not then you have to set that, it will solve your issue.
Reward points if it resolved your issue.
Regards,
Krian I

Workflow issue on service receipting

We currently have PO's on the system where the first line of the PO is matched to a cost centre, and line 2 to a project. Very occasionally when someone creates a service entry sheet on the 2nd line, if they do not do it correctly and it stays on the red traffic light, it throws up an error. Instead of the person receiving notification or up to their manager as we would expect, it automatically routes up to the person at the top of the organization. Any ideas why?

Hi,
I am not sure that it is the actual cause of the problem but you have to remember that the PO release is done at the Header level and not the line level and so it is not able to handle mixed POs (i.e. POs where each line item is significantly different).
I may be wrong but I am not sure that it can handle lines as different as you are indicating, I believed that it could use the data from the first line item and it then assumed that this was applicable to the whole document.
This is not a suggested reason fro the problem but more iof a case of this could be a contributing factor?
Steve B

Service Requests not resolving

Good Morning TechNet Experts,
I have been having an issue with service requests and I'm one week away from deployment. Basically, I had no need for a "Review" activity, we implement service requests the same way we implement incidents. An analyst opens a ticket for customer,
once service has been applied they should resolve the service request. With incidents this is easy, you just change the incident status to resolved...
However, with Service Requests I created a new template that did not require the "Approval" activity, only the "Apply Service" activity. My Idea was when an analyst is finished with the ticket, he/she just marks the "Apply Service"
activity as completed and the service request can move to "Completed" status.
Although the activity is being marked as completed, the ticket is not changing status. Some are stuck in "In Progress" and some are stuck in "New" status (even though the activity is showing as completed....). These have been stuck for
more than 24 hours now... when this actually goes into production a week from now even 5 minutes is a long time.
What can I do to solve this? I am open to implementing a new procedure if required. Thanks in advance!

Hi,
First of all, it looks like you are having an issue with your workflows. Please restart the HealthService (Microsoft Monitoring Agent) and check if the workflows restart. Do other workflows run (e.g. notification subscriptions)?
Secondly, if you are using service requests with only one manual activity, I believe the handling is a little bit complicated for your analysts. Why don't you remove all activities completely from your SR template? The service request will then go to status
"Submitted" once created, and the analyst can use the task "Complete" to complete the SR without having to worry about activities.
HTH,
Dieter

Milestone Error when changing the status of service request.

Hi Expert.
I got an issue where service request is displayed with an error "Item 10: Start and end dates must be identical for a milestone date".
I took around 200 service requests and observed that in the change history, the response profile of the contract was changed. We also observed that whenever service request contain these errors, automatic change of status is not happening.
Unfortunately I'm not able to reproduce this error in Quality system.
Kindly advice on how these errors can be resolved and how these can be reproduced.
Thanks in advance.

You can ave a runitme event or workflow triggered that can generate such behavior.
First increase logging on your object manager (evtloglvl :) ) and look at any error message.
Second assess with your development team what automation has been setup ranging from script, Business Services, workflow to assist you in troubleshooting.
Best Regards
Evtloglvl

Workflow Required for Service Entry release

Hi !,
Can anyone help me out by provide input as i want to have a workflow to be generated based on a Text feild (Sap Login ID) which user will be entering in a Text feild in Service Entry Sheet. What it should do is :
1. Should Validate with my provided list of Approved Users. (Separate table entry to be maintained with reqd T-code).
2. Mail to be triggered to his(Approver) SAP and Outlook ID for the release to be made with Document Information.
3. He Should be able to Approve / Release through Workflow.
4. Creator should be informed for the Approval Done.
Please forward your comments.
MM

Please check these helpfull links:
workflow for service entry sheet(ML81N)
Re: Workflow Template(WS) or Workflow Task(TS) for Service Acceptance (SES)
Re: Workflow issue on service receipting
Service Entry Sheet Workflow
Edited by: Afshad Irani on Jun 3, 2010 2:48 PM

Customize the Service Request Status

I am trying to customize the status for a Service Request form. We want to add some additional ones to that list. I am not finding where I go to update that list.
Cheers!
Matt

The list you are looking for is in the Library Tab, Lists view, Service Request status. take a look at
How to Add a List Item.
I'd like to argue that this is probably not what you want to do, however, as the status property is pretty tightly managed by the out-of-the-box workflows that move service requests forward, and manually setting these statuses will likely break the out-of-the-box
activity status engine.
Instead, you probably want to Create a new MP in the authoring tool, Locate and
Extend the Service Request Class, add a new Enumeration property to your extension, use the Create List button to create a new list,
Save and seal your class extension MP, close your original unsealed class extension MP and open the Sealed copy, Create a second MP to contain the form extension,
Locate and
Customize the Service Request form,
add a new List Picker bound to the property and list you created before, Save and seal your Form Extension MP,
Import both the sealed versions into your test system, Create a new (unsealed) Management pack in the test system and all your list items to the list you created earlier, test the forms
and make sure they look right and show the right data, then Export the unsealed list MP, and import all three MPs (the sealed class MP, the sealed form MP, and the unsealed list items MP) into your production system.
This has the advantage that it gives you a new place to store your custom SR statuses that you can set to be whatever you like, and doesn't break the out-of-the-box activity engine workflows, or the grooming engine that depends on the "closed"
status.

Script to close old service requests from date X backwards

Running 12.1.3
We have a bunch of service requests that are old and need to be closed. Most are from 2005 back. There are around 1600 of them I would like to close but doing it by hand it not really an option.
Is there a script I can run to close everything older than date X on a one time basis to clear these old ones up?
Thanks!

Please see these docs.
How to Bulk Purge Attachments from Service Requests? [ID 567204.1]
Service Requests: Archive/Purge Enhancement Requests [ID 431321.1]
FAQ: CRM Teleservice and Service Requests [ID 743032.1]
How to Purge Archive Programs for Service Modules [ID 1379645.1]
R12.1.3 Performance Issue with 'Service Request Data Purge' Program [ID 1281517.1]
What Tables Are Affected By "Service Request Data Purge" Concurrent Program? [ID 1450918.1]
Thanks,
Hussein

How to make approvations workflows in service request

Hi Gurus,
I am trying to uses an approbation workflow when I create a service request in ITSM.
Is there any way to do it ? I have found some standars workflows associated with checklist block at the service request but there are not valid for me.
Any help is welcome.. .
Thanks in advance.
Regards

Hi Diego,
Please refer to the comment section in SAP CRM/SolMan ChaRM: Multiple Target Agents via SAP Workflow - Minimal ABAP Development - Part 3 thread.
Regards,
Vivek

Issues with Simple Lists in service requests

We are using Service Manager 2012 and have run into a problem with simple lists within the service requests we created. We believe the issues started after we upgraded to Service Manager SP1 and Silverlight 5.1. What happens is you can select
one of the options in the simple list, but if you decide to change back to the original option, the system won't allow it. In the case where there might be three options in the simple list (i.e. New, Change, Delete), you can select each one once, but
if we try to change it back to any of the other options the system won't allow it. We tested all of this before going live and everything was working, but just before we went live SP1 came out and so we elected to upgrade to it first. We then needed
to upgrade to Silverlight SP1 to work with Service Manager SP1. We retested all of our service requests again just before going live, but didn't think we needed to go through every simple list so we didn't retest this. Since then the simple lists
are problematic. Has anyone else experienced this and if so is there a fix that will correct this issue?

Yes!
We submitted a business impact statement back in February and after pushing them on a weekly basis, we finally received word that we will be receiving a hot fix next week. Until we actually receive the hot fix and confirm that it works, I will wait
to post another update on this.
With that said, they came up with a temporary workaround about 2-3 weeks ago. This is the message regarding the temporary fix that we received from the engineer that has been working on the issue:
After doing code review I identified the regression was introduced in the binaries that are included as part of this Silverlight XAP file:
RequestOfferingSilverlightModule.xap. As we discussed on the phone going back to the pre SP1 version means you will lose any enhancements/fixes that were introduced in SP1. Looking at the Change history for this module I only see two changes
that were introduced in SP1 and those changes are as follows:
The text field control only shows the first three lines.
Hierarchical support for List Items in Portal
To confirm my findings I replaced this XAP file with a pre SP1 version and I couldn’t repro the issue in my lab. I also confirmed implementing this module I lose the
above fixes that were introduced in Sp1.
To implement the workaround, please follow the below steps:
Connect to the Web Content Server, locate the following directory:
C:\inetpub\wwwroot\System Center Service Manager Portal\ContentHost\Clientbin
Rename the following file RequestOfferingSilverlightModule.xap
to RequestOfferingSilverlightModule.xap.org
Copy the attached file RequestOfferingSilverlightModule.xap to the folder:
C:\inetpub\wwwroot\System Center Service Manager Portal\ContentHost\Clientbin
Restart IIS by issuing the following command at the command prompt:
iisreset
Clear the client side cache and see if you can reproduce the issue.
Once confirmed the issue doesn’t reproduce, please proceed with testing all scenarios that make use of the Self Service Portal.
If you don't have the pre SP1 version of the file I'm sure you can get it from Microsoft. We are not using hierarchical lists so the temporary fix is currently working for us without any issues.

Workflow for service request

Hi
Would it be possible to have a workflow in which when the status of a service request is changed to closed, the open tasks related to the service request would also be changed to completed.
-Nilesh
Edited by: Nilesh Singh Chouhan on Mar 10, 2010 10:47 AM

Hi Nilesh,
This forum is for Analytics topics. Please post this to the Administrator forum.
-Administrator

Service Requests get intermittently closed by the workflow account.

I am noticing that a workflow has changed some service requests from in progress to Completed although there are still pending activities in the Activities area. Does anyone know how to troubleshoot this?

Close, but recall that Status is an enumeration. So the value is actually a Guid. There's two ways to set it..with the Guid directly:
<Property Path="$Context/Property[Type='CustomSystem_WorkItem_Activity_Library!System.WorkItem.Activity']/Status$">50C667CF-84E5-97F8-F6F8-D8ACD99F181C</Property>
or with an MP reference like this:
<Property Path="$Context/Property[Type='CustomSystem_WorkItem_Activity_Library!System.WorkItem.Activity']/Status$">$MPElement[Name='CustomSystem_WorkItem_Activity_Library!ActivityStatusEnum.Ready']$</Property>
The $MPElement token automatically references the Guid for that particular mp element..and it's more readable by a human :) (Unless you start memorizing GUIDs for fun..not that I recommend that)

"Onsite Next Business Day Warranty" - Current Warranty Request/Warranty Issues/Poor Service

TL;DR at the bottom of the post, detailed information in between. I have had a T430s for a little less than three years. I have called the warranty/customer service ~5+ times and every time gotten extremely poor service, whether it be because parts were "backordered" for weeks at a time, or because "Next Business Day" service has been anything but. I have decided to take a different route for my most recent warranty request, I will keep an up to date account of my request via this forum, with the intent of informing as many as possible with the current state of "Onsite Next Business Day Warranty". I called the warranty ~1hr ago and filed a service request. The outcome of the request was that "I should receive a call in the next day or so, no later than 5:30PM tomorrow" when the employee I spoke with arrives in the office. I pressed as to who would call, the employee would not answer definitively, but hinted that it would be his manager, because my warranty request apparently contained "so many parts that it required approval". The parts have not been shipped, and it was abundantly clear that the subject of the call would be whether this warranty request would get approved. Hopefully, readers can already tell where this is going, next business day onsite repair apparently means in the next 24 hours, you will receive a phone call letting you know if Lenovo will honor their warranty obligations that have already been paid for. To detail my issues:1. The fingerprint scanner has stopped working for the second time. 2. I have had an issue where when I pick up the laptop on the lefthand side, the screen turns to 'snow' and will not return to its regular condition until next boot. The laptop is unusable in this condition. I have been attempting to get this fixed essentially since I purchased the laptop, however, after 3 technicians came to 'fix' the issue, it has not been solved. I have asked/suggested every time I have called the warranty line that the issue is the system board, and it needs to be replaced. Every time, they have refused to replace the system board, instead opting for other parts, some of which were on 'backorder' for over a month (remember, "Next Business Day Onsite Repair"). The difficulty in obtaining warranty service from Lenovo has caused me to only attempt to get this fixed when other issues pop up, as they have in this case. Frankly, this issue alone should have caused Lenovo to call this laptop what it is after warranty request #2, a lemon, and they should have/should send a replacement model. 3. 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My previous (horrible) warranty experiences and requirement for expedient repair have led me to seek a better method for resolving issues, namely airing them in a public forum, which hopefully will elicit a response from someone who can actually get things done in the warranty department. I have 0 hope of receiving next business day repair (or even repair by Friday, as the warranty explictly says calls received after 4:00 PM might take 2 business days). I am skeptical that the issue will be resolved in the next week or two. Likewise, I have little hope that [some of] the problem(s) will actually get resolved after "repair" has been made, as historically that has not been the case for me with this laptop. I will be voting with my dollars after this, as I have been uniformly unimpressed with Lenovo customer service/warranty/etc. The laptop has been very nice when it doesn't have issues (and when I don't forget to grab it in a certain way), however, everything else about Lenovo has been exceedingly frustrating. The TL;DR of this is:1. If you work for Lenovo and can help, or if you don't and can help, please do!!! I will be extremely grateful for any assistance. 2. DO NOT under any circumstances purchase the Onsite NBD warranty thinking that the warranty will live up to the title. I have never received NBD Onsite warranty service, despite repeatedly 'giving' the option to Lenovo to provide such service. 3. If you are considering purchasing a Lenovo product, please read some of the stories people have on their dealings with the support side of the business. I will speak for myself and say that I will almost certainly never buy another Lenovo product again, and will strongly encourage everyone I know to do the same - after recounting my issues with them.

Hey burgerbone,
Sorry to hear about your troubles getting your machine issues resolved. I am not sure of the onsite policy related to your symptoms but I will be happy to look into it for you.
Do you mind sending me a PM (Private Message) with your machine/case info?
Thanks!
Ty

Workflow issue - on service request

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