General process for quarantine messages

Products

• CA Automic Workload Automation - Automation Engine
• CA Automic One Automation

Issue/Introduction

If a quarantine message is detected in your environment as seen below:

there are a few options of what can be done.  These are listed below.

Environment

Release : 12.3

Component :

Resolution

1. Check if there is a dump file of some sort in the automationengine /bin directory and if so, open a case with support, send in all WP and CP logs as well as the dump and ignore the rest of the options below as this may be enough info to find root cause of the quarantine message
2. If this is the first time the issue is seen, an option is to assume it is a limited incident and mark it as read and see if it pops up again with no further action
3. If this is the first time the issue is seen, an option is to assume that this is a limited incident and mark it as read, but set up memory tracing to capture it with tracing if it happens again.  Instructions on this are below:
   1. As an admin user, login to the AWI and go to the Administration perspective
   2. Right-click on a WP and choose "Advanced Options"
   3. Change TCP/IP to 2 and Database to 4
   4. Make sure that "Memory Trace" is checked
   5. Update the "Trace Search Key" to *U00011885*
   6. Click Apply
   7. Wait for the issue to occur again and it will create tcp/ip=2 and database=4 traces
   8. Open a case with support and send in all WP and CP logs and traces to fully find root cause
      
      The only problem with this option is that if any other traces are turned on, they'll overwrite the settings for the memory trace and these steps will need to be followed again.
4. The last option is to release the quarantine message with full tracing.  Best case scenario in this case is that the issue will happen again and write out full tracing that we can analyze - I'll put instructions below.  There is a risk that the quarantine does not trigger again and one WP after another and it  causes an outage.  This is a low risk, but still a risk that needs to be noted.  Instructions to release the quarantine message are below:
   1. As an admin user, login to the AWI
   2. Go to the Administration perspective and to Quarantine
   3. Right-click on the quarantine message and choose "Release"
   4. There should be a popup with trace options - turn all of these to the highest level possible and release the quarantine message
   5. The quarantine message will get processed and traces should be created in the automationengine temp folder
   6. Open a case with Support and send in all WP and CP logs as well as traces