We have some approval workflows for IT Shop service items requests where a timeout approval behavior is defined. Sometimes, those request do not get escalated and are stuck in the system.
One approval step is defined with a timeout behavior to get approved after a short time if no answer is received. Sometimes they do get stuck there forever and request is never escalated to the next approval step after the timeout time. This is working most of the times but not always. When they get stuck we have to manually withdraw the request or escalate it manually via the Chief approval role.
The issue is not related to incorrect working hours defined on the person that is supposed to approve or sometime like that. Again, it is working most of the times, and when it doesn't it get's stuck there forever.
I have a feeling that this is happening when the system is supposed to calculate the next approval step at the same time when there is a lot of other jobs/calculations going on in the DB.
Is there any way to restart/trigger this process where timeout behavior is being calculated/checked instead of manually looking for stuck requests and take actions on them one by one?
One Identity Manager 7.0.2
