App/Bg restart Requests for Clarity Saas

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Article ID: 193378

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Updated On:

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 : CA PPM SAAS INSTALLATION AND UPGRADE

Resolution

  1. Please open a case (if one is not already open) providing the below information:
    • Environment URL (Mandatory): Example: PROD = https://cppmXXXX.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

     2. Prior to the restart of BG 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