000034793 - A Request Workflow in the Canceling state does not move to the Cancelled state in RSA Identity Governance & Lifecycle

Document created by RSA Customer Support Employee on May 9, 2017Last modified by RSA Customer Support on May 21, 2020
Version 4Show Document
  • View in full screen mode

Article Content

Article Number000034793
Applies ToRSA Product Set: RSA Identity Governance & Lifecycle 
RSA Version/Condition: 7.x
 
IssueChange Requests in RSA Identity Governance & Lifecycle have several states. Two of these states are Canceling and Cancelled. The Canceling request state is intended to be a temporary state and the request should transition automatically to the Cancelled state without user interaction. However, there are times when a Request Workflow remains stuck in the Canceling state and does not progress to the Cancelled state. The server may be experiencing performance problems and indicate high CPU usage and a large amount of JVM Heap Memory in use.
 
CauseThere are a variety of reasons a request may become stuck in the Canceling state. If the issue occurs frequently, the cause of the failures should be investigated. Please contact RSA Identity Governance & Lifecycle Customer Support for assistance with investigating these failures.
 
ResolutionA Request Workflow in the Canceling state can be manually moved to the Cancelled state using the following procedure:
  1. Identify the request(s) in a Canceling state by going to the Requests menu and selecting Requests.

User-added image


  1. Select the problem request by clicking on the link for the request.

User-added image


  1. In the details screen for the request under the Workflow Jobs section, click on the link for Revert Workflow.

User-added image


  1. In the Workflow Editor, click on the the three dots (...) to bring up the Job menu and select Evaluate

User-added image


  1. Confirm that the request was evaluated.

User-added image


  1. The job will move to the Cancelled state.
 

NOTE: If you have multiple requests in a Canceling state that need to moved to a Cancelled state, please contact RSA Identity Governance & Lifecycle Customer Support for assistance.



 

Attachments

    Outcomes