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Time Slicing job appears to be hanging - troubleshooting

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Article ID: 46539

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Updated On:

Products

Clarity PPM On Premise Clarity PPM SaaS

Issue/Introduction

The Time Slicing job in Clarity is not completing, it is stuck in the Processing status / taking too long to process. Timeslices are not updated. The Time Slicing job is in the indefinite status of "Processing". The Administration > Data Administration > Time Slices page > "Last Run" column is not being updated for all time slice ids.

Cause

One or more of the following could introduce the issue:

  1. Clarity SQL trace is enabled per the properties.xml file (traceEnabled="true")
  2. Refreshing from one environment to another
  3. Cancelling a job that is already 'Processing'
  4. Not cleaning up the job scheduler before and after background service starts.
  5. Database and network issues (timeouts, outages, contention)

Resolution

Step 1: Check if the Time Slicing job is progressing

Use the below query to check if the job is progressing. This applies to On Premise customers. For SaaS customers, please contact Broadcom Support if assistance is needed to confirm if the time slicing job is stuck):

select '(1)assignment PRASSIGNMENT' slice_object, count(*), slice_status from 
PRASSIGNMENT where slice_status in (1,2,3,4) group by SLICE_STATUS 
union 
select '(2)availability PRJ_RESOURCES' slice_object,count(*), slice_status from
PRJ_RESOURCES where slice_status in (1,2,3,4) group by SLICE_STATUS 
union 
select '(3)allocation PRTEAM' slice_object, count(*), slice_status from
PRTEAM where slice_status in (1,2,3,4) group by SLICE_STATUS 
union
select '(4)timeentries PRTIMEENTRY' slice_object, count(*), slice_status from
PRTIMEENTRY WHERE SLICE_STATUS IN (1,2,3,4) group by SLICE_STATUS

It should be processing at a steady pace depending on the object being sliced. If there is no movement, perform the next set of steps.

Step 2: Dedicate all system resources

Dedicate all system resources to allow the Time Slicing job to process and complete

  1. Set all jobs that are WAITING to PAUSED;
  2. Set all jobs that are SCHEDULED to PAUSED;
  3. Set all jobs that are in PROCESSING to CANCELLED
  4. Make note of the scheduled jobs and scheduled times as they will need to be re-entered later.
  5. Delete all CANCELLED job instances
  6. Run an immediate instance of the Time Slicing job to ensure it completes.
  7. Re-enter the jobs that were CANCELLED.

Step 3: Review the bg-ca.logs

Check the bg-ca.logs for any related errors that can help point to the root cause

Step 4:  Review related troubleshooting KBs

Review the below KBs for tips, including job incompatibility recommendations that can help in future avoidance of issues with the time slicing job. 

Step 5: If the job is stuck in waiting or scheduled status (On Premise)

If the Time Slicing job is stuck in Waiting or Scheduled status, a restart of the BG service can help.

Additional Information

Troubleshooting:

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