SCSM 2016 - Workflow Status Not Updating (Stays in New Status)

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Regular Visitor

ENVIRONMENT: First we are on Win Svr OS 2019 & System Center Service Manager 2016.   We have retentions extended with two Server Managers Servers with MS SQL 2017 (HA  Configured 3 x SQL 2017 Servers).  The Datawarehouse in environment is deregistered due to no use.   We work primarily in Change Requests and use Views to what we want on status tracking. 

 

PROBLEM:    Starting about Tuesday of last week the system started the following.  All New CRs are not updated from New to In-Progress when the re-occurring task is ran.  This is also true for completing and closing the CR and for the MA assigned to the CR.   We quit receiving email notifications last Tuesday the 7th so that helped us isolate when the problem started..   

  

ACTIONS: Reviewed Administration > Workflows > Status one at a time to try and determine what was going on.  We noticed some with the failed and the retry link was available and we clicked it.  Now in hind sight I wish we hadn't after reading some posts.  From this point on we have not performed a restoration of the database.  We do have nightly backups running.

  We are kicking around the idea of upgrade to SCSM 2019 with Update 2 rollup in the hopes it will fix Workflow MPs, but if the problem is in the database that won't do any good.

  

QUESTION: Does anyone have a good representation of the thread we can use to attempt in determining where our breakage is.  Anything that can help us will be greatly appreciated.   Even a list of dependency items to check out will help, e.g. user roles, local machine permissions & group memberships, etc.  

 

 

//Doug

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