Track-It 2018/2019: Clearing hung up business rules from the Business Rule event.

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    This document contains official content from the BMC Software Knowledge Base. It is automatically updated when the knowledge article is modified.


    PRODUCT:

    Track-It!


    COMPONENT:

    Track-It! 2018.02


    APPLIES TO:

    Track-It 20.18.x & 20.19.x



    PROBLEM:

    Business rules stop processing.  Job monitor service stops running. Queued business rules jobs stop being processed.
     


    CAUSE:

    A product issue that affects a small number of customers depending on their system configuration.


    SOLUTION:

    Note:This issue has been fixed in Track-It! version 20.20.01. Please upgrade to this version of Track-It! in order to fix the issue.

    Apply the hotfix

       
    1. Backup your Track-It! database.  This is required to ensure you do not lose data in the event of a failure.  You can find instructions on how to back up your database here:
    2.  
    3. Determine your exact version of Track-It! by going to 'About Track-It!" within the product.
    4.  
    5. Download the appropriate hot fix for your version of Track-It! from further down in this knowledge article and place it on your Track-It! server
    6.  
    7. Run the hotfix executable
       Clear the hung events shown in the Business Rules Event Viewer to allow rules to run normally moving forward  
       
    1. Open SQL Server Management Studio
    2.  
    3. Select the Track-It database.
    4.  
    5. Right-Click on the DB and select  “New Query” 
    6.  
    7. Enter the following query text  delete from [dbo].[NAMSYSJOBQUEUE] where SEQ_ENTITY = 0. This query will delete all records that have an ID=0.
    8.  
    9. Hit F5 or execute.
    10.  
    11. Restart the Track-It! Job Processor service.
    12.  
    13. Logout and log back in to Track-It!
    14.  
    15. Confirm stuck records have been removed and that new jobs are being processed successfully. You should see the pending jobs being cleared in the BR Event Viewer.

     


    Article Number:

    000157115


    Article Type:

    Solutions to a Product Problem



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