Setting up timeout of tickets at use case level

    • lokeshkumar.tiwari
      2 years, 7 months ago #3323

      We have seen ticket gets stuck in “INPROGRESS” for a long time for various issue(one such issue we have observed when cyber ark credential provider service was down) so we want to setup timeout at use case action level so that if there is any issue with platform or any other intermittant issue, ticket gets timeout.

      As of now we have tried updating the timeout at use case level in “wi_use_case_action_timeout” table, we updated “time_out” and “etr” column which does not seems to be working as tickets are still remaining in “INPROGRESS” state only.

      Cheetah environment details:
      version SP2 Patch 1 (2.4.1),Non HA SSL based

    • bana.sunit
      2 years, 7 months ago #3347

      in such case please add below entry in envnvironment table:-

      if you want to check after every 1hr for timeout
      default ignio.workitem.watchdog.interval 0 0 0/1 1/1 *

      if you want to check after every 2hr for timeout

      0 0 0/2 1/1 *

      if you want to check after every 6hr for timeout

      0 0 0/6 1/1 *

      • rishabh.verma
        2 years, 5 months ago #3457

        Hi Sunit,

        We have seen one more situation regarding timeout, although we changed the timeout on usecase basis in “wi_use_case_timeout” table, but later it got modified according to run of usecase. Please confirm if it is possible that we can fix that timeout or it will be dynamic only.

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