Requests are staying in NEW state for long time even when agent is in idle state
AE version: 5.6.2 or below
Issue Description:
Workflow requests are staying in a NEW state for a long, even when the agent is in an idle state.
Resolution/Workaround:
- Check whether this workflow has used CredentialPool in the workflow configuration
- If the CredentialPool has configured for that workflow, check how many requests are in the RETRY state for this same workflow. You can search requests on AEUI with "Status= Retry" or check the database table vae_workflow_instance table and execute a query to fetch the Retry status requests
Select * from vae_workflow_instance where Status='Retry'
- If you found too many requests in Retry state for that workflow, then you need to clear these requests from the ActiveMQ queue.
- The reason for the request goes into the Retry state is, when the request didn't get credentials for execution(All Credentials from CPool are busy).
- The request gets stored in the ActiveMQ queue and it starts execution once it gets the credentials to execute.
- The reason for the workflow staying in a NEW state for long is If there are too many requests are in the Retry state.
- The workaround to resolve this issue is,
1. Delete all the Retry requests from the ActiveMQ queue. If the issue still persists after deleting the retry requests from the ActiveMQ queue then try 2nd option
2. Delete all the request from the DB(vae_workflow_instance table) for which the status is a retry
- The permanent fix for this issue or to avoid this issue in the future, you need to add more Credentials in the CredentialPool.
Note: If you observed this in OnDemand/T3 server, please connect with the product team.