Why do customers need to notify PPM Support when a job in the cloud is failing?

[ranro04]

Does the customer always have to notify CA Support when a job fails, so that CA can restart it? Or is there a way for the customer to restart some of those jobs themselves?

I know that jobs can fail for a variety of reasons, dependent on job type, configuration, data elements, etc. But it seems to me that, with PPM SaaS, CA should have a mechanism in-place that alerts CA Support when a customer's job fails, then CA Support restarts it. Having the customer need to open a support case  to have the job restarted seems counter-productive.

Perhaps I'm wrong about this, but any help is appreciated.

 

Thanks!

[Steven Robinson]

Hi Bob

 

I'm not sure if I'm reading your post correctly but it seems to me that CA would only monitor customer jobs if that customer was under an AMS contract.

 

Normally we would expect the customer's own administrator to keep an eye on things and investigate when jobs fail.

 

Apologies if I am completely off point on this one.

 

Regards,

Steve

[Shoichi Sugawara]

Hi Bob Rankin Jr,

 

As you know, jobs are controlled by Job Scheduler process in Back ground Service.

PPM SaaS team monitors PPM services.

 

For example, your Job Scheduler has any problem by outOfMemory Error, then you may encounter job failure. 

In such case, Job Scheduler is corrupted and you will encounter same job failure if you re-run job. 

 

To fix such situation, restarting BG service may be required. (There is no function to restart Job Scheduler)

Only SaaS team can restart services in SaaS environment, so please contact PPM support when you encounter such situation.

 

Regards,

Shoichi