Create User Task Stuck in Unsubmitted Status Due to Looping PX Policy

Products

• CA Identity Manager
• CA Identity Suite

Issue/Introduction

When submitting a Create User task in Identity Manager, the task may remain in an 'unsubmitted' status indefinitely. This behavior is typically caused by a looping Xpress (PX) Policy, which prevents the task submission process from completing. This article provides steps to diagnose and resolve this issue.

 

Environment

Identity Manager 14.x & 15

Cause

A looping PX Policy usually stems from logic errors within the custom PX development. Common triggers include:

• Timing issues during data fetching or updates from external sources (e.g., LDAP).
• Circular logic where the policy triggers itself repeatedly without an exit condition.

Resolution

To resolve this issue, perform the following steps to identify and correct the looping policy:

1. Identify the Looping Policy: Review the server logs to identify which PX policy is repeatedly firing. The logs will typically reference the policy name, for example: [PROD]PX ##### - Check BaseEmail for Special Characters [Create].

2. Temporarily Disable the Policy: Remove or disable the identified looping PX policy to allow the task to process. If applicable, restore a previously working version of the PX policy.

3. Rework PX Logic: Review the logic of the custom PX policy. Ensure that:

   • All conditions include clear exit points.
   • LDAP or external data lookups are optimized to prevent circular references.
   • There are no conflicting policies that trigger recursive updates.

4. Test the Policy: After applying corrections, test the PX policy in a staging environment to confirm it executes as expected without looping.