Single Clarity Job is Stuck in Processing State

Products

• Clarity PPM SaaS

Issue/Introduction

We have a single Clarity job that is stuck in Processing for very long time. This can happen with Load Data Warehouse or Create Jaspersoft Users job
We canceled and delete from UI but still the new job will go to Waiting. 
Other jobs of different type may or may not be running. 

Environment

Release : All Supported Clarity releases

Resolution

On the Clarity UI:

1. Go to Home > Reports and Jobs > Jobs > Scheduled jobs > Filter by the jobs in Processing Status.

2. Go to Administration > Security and Diagnostics > Jobs Monitor > Currently Running Jobs portlet.

There are 3 possible scenarios here:
1. Both screens show the same jobs in processing status, but they do not progress.
    Resolution: Cancel and Delete the processing job instances and Reschedule them.
2. The first screen shows a job instance(s) running, but the second one does not.
    Resolution: Cancel and Delete the processing job instances and Reschedule them.
3. There is no processing job instance on the first screen, but the second one shows a record.
    Resolution: Job entry at the CMN_SCH_JOB_CURR_RUNS table needs to be deleted. Further details below: 

If you are a SaaS customer and do not have means to check at DB level, please open a case with support provide us the details above referring to this KB.

For OnPremise customers, connect to the database. 
1. Identify the record stuck in CMN_SCH_JOB_CURR_RUNS, for this query the table:

select * from CMN_SCH_JOB_CURR_RUNS where job_definition_id != -1

2. Find the job that's stuck, the time you had started it. Note the ID in the first column, copy it. 

3. Now run the query:

Delete from CMN_SCH_JOB_CURR_RUNS where job_definition_id != -1;
Commit

4. Now you should be able to run the job again. No restart for BG is required. 

Additional Information

Note: Keep in mind that some jobs such as Time Slicing during rollover could take long time and this can be normal. They can appear to be Processing in UI for too long and truly be processing. 

Please see: 

Time Slicing Job: Check the Status / Estimated Completion Time