BG service restart - determining when this is needed

Products

• Clarity PPM On Premise
• Clarity PPM SaaS

Issue/Introduction

When is a BG restart needed?

Environment

Release: All Supported Releases

Cause

There is an issue with the Clarity Background (bg) service and a restart of the service(s) are needed.

Resolution

Open a Support case to have this issue reviewed  (or if you are a SaaS/On Demand customer, to have services restarted.)

If all of the following conditions/symptoms occur a restart may be needed. 

1. Administration > Data Administration > Time Slices page: The "Last Run" date column value is not recent/up-to-date

2. Processes instances are not executing/running

3. The Administration > Data Administration > Process Engines page shows a red status (or undetermined for a very long time and processes are not running)

4. Jobs are stuck in the waiting/scheduled status

Note: There may be times where only one of more of these conditions apply and a BG restart may be recommended, reach out to support for more assistance