Product(s):	APM Implementation and Performance Management
	Version(s):	7
	Environment:	N/A
	Area:	N/A
	Subarea:	N/A

Problem Description

A User is using CMMS Integration. There is a Scheduled Action to Process Inbound readings which is used to import Work Order status changes, create new assets, update assets, etc. When the Maintenance Order Status is set to closed in SAP and imported to APM, the work order closure message will sometimes hang due to APM business logic on the checksheet that will not allow the checksheet to be processed if there are mandatory indicators on the checksheet with no readings. Sometimes the users will simply close the Maintenance Order in SAP for work that wasn't done. Although this isn't a  recommended practice, many users will do this and it has the downstream effect of knocking out the Processing of all inbound events because, when the Processing Job event eventually does complete, the hanging event gets marked as Ready to Retry then puts it at the top of the queue for processing events. This forces the user to fix the offending problem and change the status of the event to Ready to Process.

Solution

Ideally users should not be closing SAP Maintenance Orders in SAP without action on APM Mandatory Indicator Readings. However, this should result in an errored integration event and not a hanging process. Reported the issue as a bug, VSTS929066.

Workaround is to enter a "placeholder" reading for checksheets causing the hang, change status of the integration event from waiting to retry to waiting to process and running the process inbound scheduled action of Job Service Provider again. Clean-up the placeholder reading by marking the reading as incorrect.

See also

SR 7001406007