000034793 - RSA Identity Governance and Lifecycle request workflow stuck in the Cancelling state

Document created by RSA Customer Support Employee on May 9, 2017
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Article Number000034793
Applies ToRSA Product Set: RSA Identity Governance and Lifecycle
RSA Version/Condition: 7.0.0, 7.0.1
IssueA workflow item is stuck in the Cancelling state and is not moving to the Cancelled state.  Additionally the server may be experiencing performance problems with high CPU consumption.   The server may indicate that a large amount of JVM Heap Memory is in use. 
CauseThe Cancelling request state is intended to be a temporary state and the request should transition automatically to the Cancelled state without user interaction.  There may be  a variety of reasons a request may be stuck in the Cancelling state.  If the issue is occurring frequently you should look into the cause for the failures. 

You can force a request to move from the Cancelling to the Cancelled state through the following procedure.

  1. List the requests from the Requests menu by selecting Requests.
  2. Select the problem request by clicking on the link for the request.
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  1. In the details screen for the request, under the Workflow Jobs section, click on the link for Processing Workflow.
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  1. Click Edit to open the Workflow Editor for the request.
  2. In the Workflow Editor click on the Job menu and select Evaluate.
    1. In 7.0.0 and earlier, the the menu is visible in the upper left quadrant of the page.
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  1. In 7.0.1 and later, you must first click on the three dots (...) to bring up the job menu.
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  1. Confirm that the request was evaluated.
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  1. The job will move to the Cancelled state.