App/Bg restart requests for Clarity Saas

Products

• Clarity PPM SaaS

Issue/Introduction

In some cases an APP and or BG service restart / recycle is needed to help in resolving a Clarity issue. This will typically be requested at the recommendation by support after support troubleshooting. This KB goes through the steps on how to request a restart / the information required. 

Environment

Release : All Supported Releases

Component : CLARITY SAAS INSTALLATION AND UPGRADE

Resolution

STEP 1: Customer provides following information in a support case

• Environment URL (Mandatory): Example: PROD = https://example.ondemand.ca.com
• Customer approval (from Primary Support Contact (PSC))
  • This approval should be added to the case and can be an email or screen shot
• Service(s) to be restarted (app, bg, etc)
• Business justification for the restart
• Approved time frames for the restart: Example...between 5PM EST on March,20 and 5AM EST March,23

STEP 2: Prior to the restart of BG

Prior to the BG restart, it's recommended to: 

• Ensure any processing jobs are completed
• Then pause all waiting/scheduled jobs that may kick off during the duration of the bg restart/maintenance

Additional Information

• When Should BG services be restarted?
• What is the impact of a BG or App restart?