CA Service Management

Tickets are not showing up in the Requests Pending Actions section in our production environment of Service Catalog, but they are in our pre-production environment. The approver is a group in our active directory. I am the person who exported and imported everything from pre-prod to prod so I know I didn't miss anything like a event / rule. The group does get an email in both pre-prod and prod.

Any clues on where to look?

Good Afternoon Stephen.
 
Preliminary research(wothout know any further details) shows:
- PAM workflow died on a bad Contact record they created
- No row(s) in table usm_request_pending_action
- Do you see/get ANY related-error in the view.log?
- Could you reproduce with view.log in TRACE mode and check then for related-error(s)?
 
Please check on this? And see whether that helps you further?

In here, we have installed the cumulative patch 2 and from there, we had issue with user in approval group but who are not able to open the request.

We found that since CP2, the user with a role "Catalog User", even if he is in the approval group, are not able to look at the request.

We had to change all role of the approval user to "Request manager". Seems that they have changed something.

It could be your problem here..  Maybe.