Completing the Process When a Change Request Fails
The process described in this topic is not dependent on the change request
type nor the workflow step action. It is based on the following user-initiated
alerts step actions:
Create Workflow
Stored Procedure
Invoke Custom Method
Invoke Web Services
What Happens When a Change Request Fails?
When a change request fails during one of the step actions listed above:
An email is sent to
the person who scheduled the process as well as the person who resolves
workflow step failures. The email includes the change request description
as well as the step action that failed and the date/time when it failed.
The status in the top
right corner of the change request form is updated to display Processing Failed.
The step action grid
on the Workflow Steps tab in Workflow Type Configuration is disabled.
Tip: Whosever role it is to
complete the change request should be familiar with both the scheduling
tool and Cobra so that they can resolve the issue if there is an error
during processing. It may be helpful to create a special responsibility
at the project level to which you assign this complete step. That
way the person completing change requests can verify the change goes in
correctly and can correct any issues.
After you have corrected the data error, you can either rerun the step
action from the point at which the error occurred or continue with the
next step action. Under most circumstances, you should rerun the current
step; however, if you were able to complete the entire step action manually,
you may choose to continue processing starting at the beginning of the
next step action.
You must continue the process from the change request form even if
the failed workflow action originated in the scheduling tool.
If the error is not corrected before continuing the process, it will
most likely fail again in the same location. The process works the same
as the first time the error was encountered, starting with sending an
email.
Finding a Failed Change Request
To find a change request that has failed:
On the Navigation menu,
click Workflows » Change Management
» <Change Management type>.
In the List View, click
Select Columns.
Add the Stage column to
the List View.
Click
the 
next to the Search
field to display the Workflow Search
dialog box.
On
the Workflow Search dialog box:
In the
Show field, select All Workflows.
Clear
the Show Hierarchy box.
Click
Select All.
In
the List View, click the Stage column header to sort by stage and
use this column to view the failed change requests.
Review and Correct a Processing Data Error
To review and correct a data error:
On the Navigation menu,
click Workflows » Change Management
» <Change Management type>.
Select the change request
whose step failed and click Form
View.
Select the Advanced
tab to view details about the step action that failed.
If
the failed step relates to Cobra, use the Links
tab to see the Cobra process log for additional details about
the error. You will need to access Cobra to fix the error.
If
the failed step relates to the scheduling tool, you will need
to access the scheduling tool to fix the error.
Resume Processing a Change Request
To resume the change request processing:
On the Advanced tab,
select one of the following options:
On the form toolbar, click
Workflow Actions » Continue <action
required>.
When the last step in the workflow is complete, and there are no errors,
the workflow status grid on the Advanced tab is cleared and the Workflow
Processing group box is disabled. The status in the top right corner of
the change request form is updated to display Approved
or Completed.
What do you want to do?
Assign a user
to resolve workflow failures
View the Cobra process log
View the change request form
toolbar field descriptions
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