Users report one or more of the following:

• They cannot change the Sign Off state of records (e.g. from Open to Closed)
• Records with a Sign Off state of 'Completed' show empty values for Completion Time and Completion By
• Records with a Sign Off state of 'Approved' show empty values for Approval Time and Approval By

This issue can appear as a result of a temporary problem with the main service, where the service allows the sign off but does not record the user making the change or change timestamp.

In order to resolve this, Ideagen Support will need to prepare a custom fix script to run against the database.

Identifying the problem data

A complete list of Sign Offs with missing user information can be found using the diagnostic script Ideagen Internal Audit (Aura) - Find SignOffs with missing user info.sql.

Any rows returned by this script will need to be fixed.

Solution

One "fix" for this is to delete the SignOff records with the NULL CreatedByID.

However, this can cause further problems depending on the state of the ApprovedBy / CompletedBy in the parent records, if someone attempts to change state again.

Ideagen Support will supply a fix script that, updates the missing values in the parent records from [Signoff_Version], or in the event that this data is not available:

• Notes the SignOff records that need to be removed, and their parent records
• Sets the related *ID and *GUID records in the parent table to NULL
• Users can then manually repeat the SignOff changes

Root cause and further investigation

This issue can appear as a result of a temporary problem with the main service.

The issue is cleared after a restart of the service’s application pool, but there may be additional  issues  that need investigating – more information here:  Logged error "Could not fetch business rules because query of type Behavior could not be executed"