HR Case got stuck in awaiting approval state

[Yamini Athimuru]

Hi All,

One of the user had created a HR Case from the navigator using "Create a New Case" module and entered all the necessary information on the required fields. After the case has been created it was stuck at "Awaiting Approval" state. No workflow had been attached or configured, also user can't able to resolve the case and there is no approvals tab on the related lists. Even we have checked in approvals table for the HR Case, there is no HR Case went for approval with that HR Case number. 

Please see the attached picture the first activity that we have seen on HR Case on "Comments & Work Notes" tab

Please help me what is the issue will be ?

Thanks&Regards,

Yamini

[SatyakiBose]

Hi @Yamini Athimuru 

If the ask here is to simply close the HR case, then I would suggest you export the XML of the record, then make the changes in the state and other field values, and import the XML back to the table.

This should help you in closing the record from the backend.

Also, you can try updating the record from background script.

If there is any workflow that is supposed to get attached, but did not, then try to restart the workflow.

- You can read about restarting the workflow here - How to retrigger a workflow activity or resume a canceled workflow 

[Yamini Athimuru]

Hi @SatyakiBose ,

The main issue here we are looking for is why the case got stuck in "Awaiting Approval" without any workflow or approvals configured in the system.

Is there any chance of other configurations that would effect this type of scenarios?

Thanks,

Yamini

[SatyakiBose · Accepted solution]

Hi @Yamini Athimuru 

You need to check the node log files to check the transactions that were triggered when the case was submitted.

That would help you know the chain of scripts that were executed.

It could be a configuration on the instance.

At this point, checking the node log would be the best option if the issue cannot be replicated on demand.

Note - If you download the node logs for the day, the timestamp of the node logs are in PST. So you will have to do a time conversion based on the created time for the case.

[Yamini Athimuru]

Hi @SatyakiBose ,

There is no help with that as well. But we are trying to create a UI action to check if there is no approval (or) workflows for a  HR Case and the state is awaiting approval then a related link to update it to assigned state. 

If you done it before can you please advise that.

Thanks,

Yamini