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Runbooks won't start although the status is "In Progress"

Moritz_FreiMoritz_Frei Customer IT Monkey ✭
edited July 2021 in Service Manager


since a few weeks some runbooks won't start after the runbook activity switches to status "In Progress". Also this doesn't happen to all runbooks and only sporadically.

It looks like this, the activty has an actual start date which is in the past. But actually the runbook didn't start in the orchestrator.

If we change the status of the request to "On Hold", wait a few minutes and change it back to "In Progress" it fixes the problem most of the time. Then the activity gets a new actual start date and the runbook also starts in the Orchestrator.

But sometimes the runbook already starts, when we change the status to "On Hold". We think this could be due to the status change?

Has anyone an idea what the problem could be?



  • Justin_WorkmanJustin_Workman Cireson Support Super IT Monkey ✭✭✭✭✭

    Sounds like an issue with Orchestrator. Is there any errors on the Orchestrator side?

  • Moritz_FreiMoritz_Frei Customer IT Monkey ✭

    There are no errors on the Orchestrator. But we found a workaround by waiting for the next day. After a while the requests seem to recognise a status change and run again.

  • Brett_MoffettBrett_Moffett Cireson PACE Super IT Monkey ✭✭✭✭✭

    Have you also checked the event log on the Orchestrator server?

    There may be database, networking, or OS issues that could be causing a delay.

  • Moritz_FreiMoritz_Frei Customer IT Monkey ✭

    I also checked the event logs on the Orchestrator server. No errors found, that point to those problems.

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