000031682 - Change requests take a long time to complete using any Workflow and get stuck at each node in RSA Identity Management and Governance (IMG) 6.9.1

Document created by RSA Customer Support Employee on Jun 14, 2016Last modified by RSA Customer Support Employee on Apr 21, 2017
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Article Number000031682
Applies To
RSA Product Set: Identity Management and Governance
RSA Product/Service Type:  IMG Appliance or Hosted
RSA Version/Condition: 6.9.1
Platform: JBoss
IssueAfter creating a new change request, it gets stuck at each node in the Approval workflow even if approved or no approval is required at that node. The change request remains in the Approval phase after all needed approvals are done, then moves to the Fulfillment phase after a couple of days.
There is a difference in time between the JBoss application server and the Oracle database.

To resolve this issue, SSH to the server as oracle user and follow the below steps to adjust the time.

1.  Stop the JBoss Application Server and Oracle services:

service aveksa_server stop
service aveksa_server stoporacle

2.  Switch to root, then set the correct time zone.  You may skip this step if the configured timezone is correct.  First, back up the currently configured timezone:

su - 
cp /etc/localtime /etc/localtime.old

3.  Replace the old timezone with the correct one. Replace <new_timezone> with your actual timezone file found under the directory /usr/share/zoneinfo.  For example,  /usr/share/zoneinfo/US/Eastern:

cp <new_timezone> /etc/localtime

4.  Set the correct date and time, the command should look like this.

date -s "DD MMM YYYY HH:MM:SS"

5.  Sync the BIOS hardware clock.

hwclock -w

6.  Switch to the oracle user, then start Oracle services.

su - oracle
service aveksa_server startoracle

7.  Log in to the database as sysdba.

sqlplus sys/PASSWORD as sysdba
startup force

8.  Start the JBoss Application Server.

service aveksa_server start
NotesYou can use acm instead of service avkesa_server when starting and stopping the Application Server/Oracle services.