Is it possible to re-launch stuck catalog requests

Document ID : KB000117038
Last Modified Date : 05/10/2018
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Introduction:
For some reason, the requests opened in Service Catalog are stuck, and were not opened in Service Desk. They kept in 'Pending Fulfillment' status.
 
Question:
For some reason, the requests opened in Service Catalog are stuck, and were not opened in Service Desk. They kept in 'Pending Fulfillment' status.
After fixing the problems, is it possible to re-launch all the stuck Catalog Requests to be processed and open the related Requests in Service Desk?
Environment:
Service Catalog 17.x
Service Desk Manager 17.x
Answer:
Regarding stuck catalog requests due to various causes, it will depend on what specific point the request stuck and what causes it stuck . 
1) the simplest scenario is that , for example , a the point of request is submitted , PAM server goes down ( unreachable ) . 
You will see the request is stuck at Submitted(Queued) . see attached screenshot . In this scenario , catalog is able to keep on retrying , 
and when PAM server is recovered ( including that PAM and catalog communication is working ) and is able to function well , it is able to have 
its corresponding PAM process start in PAM , and then that catalog request will be able to change status accordingly and automatically . 

2) But if the request is simply stuck with "Submitted" status ( due to catalog and PAM communication problem or catalog's events-rules-actions 
underlying mechanism problem , etc ) , then you will have to re-submit it . 

3) Another common situation : when there is a problem with PAM processing (i.e. Catalog invoking PAM instances, PAM unable to make web service 
calls to Catalog or SDM) it leaves Catalog requests in a "stuck" state , for example , in "Submitted" status or "Pending Fulfillment" state, 
then you will have to re-submit them also . 

In 2) and 3) senario , it is very tedious to address this especially in a prod environment with a large number of stuck requests. Even more 
so since there is no straight forward way to address these requests in bulk, to address the stuck requests we are currently limited to the following: 
-Copy and submit new requests, cancelling the stuck requests 
-Use Catalog’s push through functionality (this is generally not an option for the Fulfillment phase and this does not take into account 
raising related tickets in SDM or any other functionality the PAM process may carry out) 
-Manually start PAM process instances passing the appropriate input parameters