"Error checking ITPAM workflow" attempting close of SDM ticket

[DEREK JOHNSON]

I'm running into an issue when trying to execute either the Close Request or Close Ticket operators.  

PAM 4.3 SP1

SDM 17.2

 

The operator does return a Session ID and User Handle but fails with the SOAP error listed below.  Persid is correct for the ticket.  The ticket is not successfully updated.  There are no Status Transitions in play.  Ideas?

 

 

<soapenv:Envelope xmlns:soapenv="http://schemas.xmlsoap.org/soap/envelope/" xmlns:xsd="http://www.w3.org/2001/XMLSchema" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance">
<soapenv:Body>
<soapenv:Fault>
<faultcode>soapenv:Client</faultcode>
<faultstring>Error checking ITPAM workflow ('1054740') status for cr:2437684 : 1 on failed:</faultstring>
<faultactor/>
<detail>
<ErrorMessage>Error checking ITPAM workflow ('1054740') status for cr:2437684 : 1 on failed:</ErrorMessage>
<ErrorCode>1</ErrorCode>
</detail>
</soapenv:Fault>
</soapenv:Body>
</soapenv:Envelope>

[Lindsay_Estabrooks]

• Note that the 'Close Ticket' operator does use the Ticket Handle (persid) but the 'Close Request' operator uses the Request Number (ref_num).
• For the status 'Closed', make sure that there are no Request Dependent Attribute Control that require certain fields to be completed before changing to 'Closed' status.
• How is the workflow process being launched? If it is by the Request Area then the workflow process cannot close the ticket until the workflow process has completed (a catch 22 situation). I get around that by creating a separate workflow process that has a 5 second delay operator and a 'Close ...' operator that I call from the main process in detached mode.

[DEREK JOHNSON]

Thanks Lindsay.  I'm pretty sure it's the last condition you mentioned that is causing the problem.  I'll give your suggestion a whirl and let you know how it goes.

[DEREK JOHNSON]

Confirmed that as both the issue and the correct resolution.  As usual, thank for you for being you.