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

4 years ago

Originally Published: 2017-02-07

Article Number

000040177

Applies To

RSA Product Set: RSA Identity Governance & Lifecycle
RSA Version/Condition: 7.x

Issue

Change 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.

Cause

There 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.

Resolution

A Request Workflow in the Canceling state can be manually moved to the Cancelled state using the following procedure:

Identify the request(s) in a Canceling state by going to the Requests menu and selecting Requests.

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

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

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

Confirm that the request was evaluated.

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.

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