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Request Approval Timing Under Heavy Load

Michael Bantjes
over 2 years ago

We are experiencing an intermittent issue that we correlate to heavy database load.  A product owner submits a request for a user to have access to the product they own.  The approval policy only requires approval of a single product owner to be approved.  Under normal circumstances, the request is automatically approved given the submitter is also one of the product owners.  However, when the system is under heavy load, after the request is submitted, an email is sent out to the product owners asking them to approve/deny the request.  If a product owner clicks the approve link, it comes back and states it was already approved by the submitting product owner (as it should be).

I've discussed this with our OIM consultants and their speculation is that there is a timer for the emails which checks every X interval.  If the system is under heavy load, there can be a delay in the processing of the approval process, and if X occurs between when the request is submitted and the approval process automatically marks it as approved, an email is sent out.  Is anyone familiar with the inner workings of how requests are approved and how emails are (or are not) sent out?  Is there a way to prevent unnecessary emails from going out under such conditions?

Version: 8.1.4

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  • 0 over 2 years ago in reply to Trevor Pike

    Hi Trevor,

    While that's the incorrect answer, it's on the right path.  Wink  The MailApproval settings are for setups using non-default user accounts or Exchange Online, and we're using the default service account so that section is irrelevant.  However, the document does make reference to the standard schedule used in the mail approval process, Processes IT Shop mail approvals, but that processes emails coming back in, not going out.

    Our approval by email process is working and approvers can complete their functions via email when received.  However, we have unnecessary emails going out when the system is under heavy load (the approver does not need to receive an email asking for approval if he/she is the one submitting the request initially).  There appear to be two timing-based processes:  approvals and emails.  I'm trying to determine how these are both setup and where they overlap and/or intersect.  I'm finding quite a few schedules that seem to be related to these processes.  For now I've got my homework to determine what each of the schedules are for.

    Regards,
    Mike

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  • 0 over 2 years ago in reply to Trevor Pike

    Hi Trevor,

    While that's the incorrect answer, it's on the right path.  Wink  The MailApproval settings are for setups using non-default user accounts or Exchange Online, and we're using the default service account so that section is irrelevant.  However, the document does make reference to the standard schedule used in the mail approval process, Processes IT Shop mail approvals, but that processes emails coming back in, not going out.

    Our approval by email process is working and approvers can complete their functions via email when received.  However, we have unnecessary emails going out when the system is under heavy load (the approver does not need to receive an email asking for approval if he/she is the one submitting the request initially).  There appear to be two timing-based processes:  approvals and emails.  I'm trying to determine how these are both setup and where they overlap and/or intersect.  I'm finding quite a few schedules that seem to be related to these processes.  For now I've got my homework to determine what each of the schedules are for.

    Regards,
    Mike

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