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

[#1]

Article Number

000034793

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:

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

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

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

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

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6. Confirm that the request was evaluated.

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7. 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.