Workflows stuck in "running" or "suspended" status

Products

• Process Automation Manager
• CA Process Automation Base

Issue/Introduction

There is an intermittent recurrig problem where the ITPAM workflow gets stuck in a "running" or "suspended" status and cannot be aborted via the UI.  This cannot be reproduced at will, but sometimes works and other times does not.  When this fails it ALWAYS gets stuck on the operator that is reading a JSON file.  This never happened before upgrading to ITPAM 4.4  The problem appears to be happening in a script that reads and processes a json file.

Environment

• CA Process Automation (IT PAM) 4.4
• Microsoft SQL Server 2022
• Clustered Orchestrator configuration

Resolution

The current investigation points to a structural persistence failure where Orchestrator nodes fail to maintain unique RefID sequences across the cluster. The proposed resolution path involves:

1. Environment Reconciliation: A full cluster restart with a purge of temporary cache and ActiveMQ folders to clear stale ID range requests.  For details on how to accomplish this, see the articles linked below.
2. Code Review: Engineering/Support review of the JavaScript operator logic and persistence layer behavior under high parallelism.

Additional Information

See also:

Purge Temporary Cache Folders

Purge ActiveMQ Folders in ITPAM