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Description

In New York release, if you note that there is a buildup of jobs in the sys_trigger table which are past the datetime in the next_action field and are not picked up for processing, you may be affected by this PRB. 

Some of the symptoms include:

  • a large number of jobs/records in sys_trigger table (>100,000)
  • a large number of jobs (more than 10,000) that are of the same name (such as ASYNC jobs) and having a lower priority (default priority is 100) and the next action datetime has past
  • there are a few long-running jobs on one or more nodes
  • there are available scheduler workers on various nodes and they looked to be idle (not processing jobs)

Steps to Reproduce

  1. Access <instance>.service-now.com/sys_trigger.do and filter for the following:
    • Next action at or before Today
    • State is Ready
    • Trigger type is not On Demand
  2. There will be a large number of records (>100,000). 
  3. Access <instance>.service-now.com/stats.do and review the "Background Scheduler" section, refresh a few times and note that there are available scheduler workers with "Current job: idle"
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Workaround

As a workaround, please create a table index (composite) as follows:

Table: Schedule Item [sys_trigger]

Fields (Labels): Priority,Next action

Fields (name): priority,next_action


Related Problem: PRB1373305

Seen In

SR - IRM - Audit Management - New York 2019 Q3
SR - IRM - GRC Profiles - Madrid 2019 Q2
SR - IRM - GRC Workbench - New York 2019 Q3
SR - IRM - Policy and Compliance - Madrid 2019 Q2
SR - IRM - Risk Management - New York 2019 Q3
SR - ITOM - Discovery and Service Mapping - 201908
SR - SecOps - Configuration Compliance - New York 2019 Q3
SR - Security - Integration Framework - Madrid 2019 Q2
SR - Security - Support Common - Madrid 2019 Q2
SR - Security - Support Orchestration - Madrid 2019 Q2
SR - SIR - Security Incident Response - Madrid 2019 Q2
SR - SIR - Security Incident Response UI Patch - London 2019 Q2 v.6.2.3
SR - SIR - Store SecOps Setup Assistant - Madrid 2019 Q2
SR - SIR - Store Threat Core - Madrid 2019 Q2
SR - SIR - Store Trusted Security Circles Client - New York 2019 Q3
SR - VR - Qualys - New York 2019 Q3
SR - VR - Vulnerability Response - New York 2019 Q3

Intended Fix Version

New York Patch 5
Orlando

Safe Harbor Statement

This "Intended Fix Version" information is meant to outline ServiceNow's general product direction and should not be relied upon in making a purchasing decision. The information provided here is for information purposes only and may not be incorporated into any contract. It is not a commitment, promise, or legal obligation to deliver any material, code, or functionality. The development, release, and timing of any features or functionality described for our products remains at ServiceNow's sole discretion.

Associated Community Threads

There is no data to report.

Article Information

Last Updated:2019-12-04 22:09:51
Published:2019-11-26