000039279 - How to cancel/remove pending emails waiting in the queue in RSA Identity Governance & Lifecycle

Document created by RSA Customer Support Employee on Sep 3, 2020
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Article Number000039279
Applies ToRSA Product Set: RSA Identity Governance & Lifecycle
RSA Version/Condition: All
IssueThere may be times when the email queue in RSA Identity Governance & Lifecycle contains pending emails waiting to be sent and these emails are no longer needed. This can happen when a Change Request has been cancelled or Review Results have been deleted. There is no way to cancel the emails associated with the cancelled Change Request or deleted Review.

This RSA Knowledge Base Article explains how to remove pending emails from the email queue so that they will not be sent.
ResolutionFollow the steps below to identify and remove the pending emails from the queue:
  1. Ensure that all other processing has stopped and that no new Change Requests/Reviews are being generated as this process will cancel all pending emails regardless of the Change Request/Review to which they are associated. Consider putting the system into Maintenance mode (Admin > System > Maintenance tab > Edit > toggle Maintenance Mode On.)
  2. Execute the following query as AVUSER in SQL Developer or SQL*Plus to generate a list of all pending emails.  Ensure that the contents of this list agrees with the emails that you wish to terminate. 

select * from T_EMAIL_LOG where COMPLETED_TIME is null;

  1. Contact RSA Identity Governance & Lifecycle Customer Support for assistance with removing the emails from the queue and mention this RSA Knowledge Base Article ID 000039279 for reference.
  2. Once RSA Identity Governance & Lifecycle Support has been contacted, backup the database. The resolution updates an internal table and can safely be performed once a good backup has been generated.