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Change Request/Service Request Status is not changing from NEW to inprogress RRS feed

  • Question

  • Change requests are stuck on NEW status. Status is not changin even after restarting the following services.

    Data Access Service

    Management Configuration

    Monitoring Agent.

    I have also tried to flush the cache by deleting the Health Service State folder.

    Workflow Service account is also active and password is also not expired.

    Please suggest.



    Friday, February 26, 2016 1:01 PM

Answers

  • Hi,

    yes this could be related but the information is not sufficient to tell what exactly is going on. The article I posted talks about this exact same event. Please go over it and try to identify what could be the cause:

    Troubleshooting Workflow Performance and Delays

    If the cache is not  the cause then the issue is with the workflows and eventually with the performance of the database. So the article will give you good guides on how to deal with this. Unfortunately in such cases it is almost impossible to pinpoint the exact cause and give a working solution without first doing some extended troubleshooting.

    Hope this helps. Regards,


    Stoyan (Please take a moment to "Vote as Helpful" and/or "Mark as Answer" where applicable. This helps the community, keeps the forums tidy, and recognizes useful contributions. Thanks!)

    Friday, February 26, 2016 3:16 PM

All replies

  • Hi,

    indeed the cause for an issue with those symptoms could be a problem with the Health Service cache. You must pay attention though, that the cache should be reinitialized on your workflow server. In SCMS you have one server, which runs all your workflows and it is usually the first Management Server, which has been installed.

    You can use a SQL query like this in order to identify your workflow server (of course if you have more then one Management Server):

    Select PrincipalName from [ServiceManager].dbo.MTV_Computer where BaseManagedEntityId = (SELECT [ScopedInstanceId]
        FROM [ServiceManager].dbo.[ScopedInstanceTargetClass]
        WHERE [ManagedTypeId] = dbo.fn_ManagedTypeId_MicrosoftSystemCenterWorkflowTarget())

    In addition please check the status of your workflow instances and check also the "Operations Manager" event log for more information on the topic. Here are a two blog entries, which might help you along the troubleshooting process:

    Troubleshooting Workflow Performance and Delays

    Troubleshooting Workflows in Service Manager

    Hope this helps. Regards,


    Stoyan (Please take a moment to "Vote as Helpful" and/or "Mark as Answer" where applicable. This helps the community, keeps the forums tidy, and recognizes useful contributions. Thanks!)




    Friday, February 26, 2016 1:21 PM
  • We have onr Management Server.

    Following is the Event log error

    The database subscription query is longer than expected. Check the database or simplify the database subscription criteria.

    The following errors were encountered:

    Exception message: Subscription query is taking long.

    Subscription id: 37f357c3-c59d-0101-1049-ea54efc2159d

    Time spent in new state: 00:00:09.9490098

    Time spent in querying state: 00:04:17.4572174

    One or more subscriptions were affected by this. 

    Subscription name: ServiceManager.ActivityManagement.ReviewerDeletedRule

    Instance name: Activity Workflow Target

    Instance ID: {2ED5ABBB-C0B8-7622-DAB6-7D792C212F54}

    Management group: SCSM-Test

    ---------------------------------------------------------------------------------------------------------------------------

    Friday, February 26, 2016 2:39 PM
  • Hi,

    yes this could be related but the information is not sufficient to tell what exactly is going on. The article I posted talks about this exact same event. Please go over it and try to identify what could be the cause:

    Troubleshooting Workflow Performance and Delays

    If the cache is not  the cause then the issue is with the workflows and eventually with the performance of the database. So the article will give you good guides on how to deal with this. Unfortunately in such cases it is almost impossible to pinpoint the exact cause and give a working solution without first doing some extended troubleshooting.

    Hope this helps. Regards,


    Stoyan (Please take a moment to "Vote as Helpful" and/or "Mark as Answer" where applicable. This helps the community, keeps the forums tidy, and recognizes useful contributions. Thanks!)

    Friday, February 26, 2016 3:16 PM