A scheduled job has been running for a longer duration than expected (more than 15 minutes).

Step 1: Check the Job Queue Status

1. Go to https://.hotwax.io/webtools/control/FindJob.

2. Navigate to the status field and click on "Pending."

Step 2: Verify Pending Jobs

1. If there are no jobs in the pending state, it's an unusual situation. Contact HotWax support.

2. If there are many jobs in the pending state, it indicates a potential backlog in the job queue.

3. Wait for an hour and then check again if the jobs have run or not.

Step 3: Check Job Status After Waiting

After waiting, recheck the running tab on the pipeline page. If the jobs have not run, proceed to the next step.

Step 4: Contact HotWax Support

1. If there are still jobs in the pending state after waiting, contact HotWax support.

2. Provide details about the extended duration and the number of jobs in the pending state.

By following these steps, you can identify and address issues related to jobs running for an extended duration. If you need further assistance or have additional questions, reach out to the HotWax support team for prompt support.

Objective:

This document provides a detailed guide to diagnose and resolve the exceptions caused by duplicated jobs in HotWax Commerce, which can lead to data duplication, data redundancy, and system performance issues. The goal is to ensure smooth job execution and accurate data management.

Common Scenarios:

1. Overlapping jobs causing system performance issues.

2. Data duplication or redundancy due to duplicated jobs.

3. Interrupted job flow affecting the order life cycle.

Scenario: Overlapping Jobs Causing System Performance Issues

For example, In the Job Manager app, we have two jobs: Approve Order, which means, approves the orders that are in in created status after checking the requisite criteria, and Approve Sales Order, which acts as the same as Approve Order but has a different attribute (field) values. Let’s suppose we have scheduled the approve orders job every 5 minutes and approve sales orders every 15 minutes This collectively means we have two jobs: one is ready to run 5 minutes after the previous run, whereas the other is ready to run from now every 15 minutes. These two jobs will overlap every 15 minutes and may result in system performance issues. Additionally, the collision of these jobs may interrupt the job flow.

Step-by-Step Troubleshooting Process:

Verify If Issue Exists:

1. Track the Exception:

   • Identify where the exception occurs or which step of the order life cycle is affected.

2. Analyze Job Pattern:

   • Determine if a process is running more than once within its scheduled frequency, indicating a duplicated job.

Diagnose the Issue:

1. Access Job Manager:

   • Open the Job Manager app in HotWax Commerce.

   • Navigate to the Job Manager > Order page (for the example provided). For example, If the duplicacy arises in another area like Brokering, navigate to the corresponding section, such as Job Manager > Brokering.

2. Identify Duplicated Jobs:

   • Traverse all jobs and identify those with overlapping schedules. For example, Approve Order is scheduled every 5 minutes, and Approve Sales Order is scheduled every 15 minutes.

   • Duplicated jobs can also be identified by disabling the job with the exception. If the job is disabled once and it is still visible as scheduled after refreshing the page, then the job was duplicated.

Resolve the Issue:

1. Compare Jobs:

   • Compare both jobs to understand their functionality and attributes.

2. Disable Duplicated Job:

   • Terminate or remove the duplicated job causing the exception and the one that is outdated.

   • Click on the job to open its details.

   • Click the Disable button to deactivate the job.

3. Verify Job Termination:

   • Navigate to the pipeline page and search for the disabled job to ensure the problematic job is successfully disabled.

By following these detailed steps, you can effectively troubleshoot and ensure a smooth job execution process, minimize system performance issues, and maintain accurate data management.

If you are unable to schedule a job in the Job Manager application, and the job data is not appearing, it could be due to missing job draft data, missing job runtime data, or issues with the service in the OMS.

Step 1: Verify Job Data in the OMS Backend

Access the instance web tools using this URL: https://{instance.name}.hotwax.io/webtools/control/FindGeneric?entityName=JobSandbox.

Step 2: Check Job Data

1. In the JobSandbox form, find the Job Name field.

2. Enter the job name you are attempting to schedule.

3. Move to the "Status Id" field and enter SERVICE_DRAFT.

4. Click the search button.

Step 3: Verify Job Data

If the job data is not found, it means it's missing, and you need to add it. Refer to the forum post for guidance on how to create and input job data.

Additional Steps for Checking Service and Job Runtime Data:

In cases where the job draft data is available but scheduling issues persist, follow these steps:

Step 4: Check Service Data

1. Locate the service name field in the job draft data.

2. Check if there is data in the service name field.

3. If not found, contact the HotWax Support team for assistance.

Step 5: Check Job Runtime Data

1. Extract runtime ID from the job draft data.

2. Search for the Runtime Data entity and input the runtime ID in the "Runtime ID" field.

3. Click the search button.

If Runtime Data is Missing:

If no runtime data is found, it is missing. Add runtime data from Webtools: Import/Export page using XML data. Refer to the forum post for guidance on how to input runtime data.

If Runtime Data is Incorrect:

If runtime data is available, and the job is still not executing, the data is incorrect.

1. Edit the runtime record, scroll down to find runtimeInfo, and copy the text.

2. Remove rich text using tools like ChatGPT.

3. Replace the cleaned data in runtime info and update it.

4. Retry the job to check if the issue is resolved.

If the problem persists, contact support for further assistance.

By following these steps, you can ensure that the necessary job data is available, allowing you to schedule the job successfully in the Job Manager application.

A scheduled job might fail in HotWax Commerce due to various reasons, such as incorrect parameter settings, outdated information, or conflicts within the system.

Identify Failed Jobs Reason

Users can swiftly identify the reasons for a failed job from the pipeline page of the Job Manager app. This feature allows user to pinpoint the reasons behind failed jobs, facilitating easy troubleshooting of errors. Here's how you can find out the reason behind the failed jobs:

1. Navigate to the Pipeline page in the job manager.

2. Within the pipeline page, click on the History tab.

3. Apply a filter by clicking the checkbox against the Failed option to display only failed jobs.

4. Click on the Failed badge to view the reason for the failed job.

Common Reasons for Job Failure:

Reason 1: Job Configuration Errors

Scheduled jobs can fail due to incorrect parameter settings. If users are facing any issues regarding job configuration, they can follow these steps to rectify the problem:

Step 1: Verify Configuration Data

1. Search for the job on the pending page in the Job Manager.

2. You will find the job card with all scheduled job instances.

3. Pick any instance and open its details.

4. In the details, find the Custom Parameters option and click on it to view all custom parameters.

Step 2: Verify Custom Parameters

1. Verify the custom parameters against the expected values for the service.

2. You can find the expected custom values in the setup manual for the process you are troubleshooting.

3. If the parameters are incorrect, proceed to the next step.

Step 3: Disable the Job

1. Find the job in the category pages and open its detail page.

2. Disable the job. The custom parameters of a job cannot be edited while it’s running.

Step 4: Correct Incorrect Parameters

1. Click on "Custom Parameters" and correct the parameters.

2. Schedule the job again.

Step 5: Check Job Status

After the scheduled time, check the job to see if it has successfully completed. If the job fails, contact the HotWax support team for further assistance.

By following these steps, you can address configuration data issues that may lead to a scheduled job failure. If the problem persists or if you have additional questions, reach out to the HotWax support team for prompt assistance.

Reason 2: Errors due to Shopify Integration Issue

Shopify integration issues may arise if Shopify experiences downtime during the day, leading to job failures reliant on accessing its API calls. These failures can be attributed to internal errors within the Shopify platform.

If you encounter any issues with Shopify integration, you can manually run the job by clicking on the Run Now button or wait for the next scheduled job to resolve the problem.

Reason 3: Errors due to Semaphore Issues

In job scheduling systems, a semaphore could be used to manage the allocation of resources (like CPU time, memory, or disk space) among competing processes or jobs. This ensures that resources are efficiently utilized and that no single job monopolizes Semaphore issues in job scheduling can lead to various consequences when a job fails. These include resource starvation, deadlocks, performance degradation, job abandonment, and system instability. These issues can result in failed or incomplete tasks, resource contention, and system-wide slowdowns, emphasizing the importance of proper monitoring and mitigation strategies. If you encounter any issues with semaphore, you can manually run the job by clicking on the Run Now button or wait for the next scheduled job.

Objective:

If you observe that a process is not functioning correctly in Hotwax Commerce, for example, if orders are not being synchronized, this issue often stems from either the job not being scheduled at all or being incorrectly scheduled. Ensuring proper job scheduling is crucial to maintaining the smooth operation of processes like order synchronization within Hotwax Commerce. This document aims to provide a structured approach for identifying and resolving synchronization issues between HotWax Commerce and external systems due to job scheduling errors.

Common Scenarios:

1. A job is not scheduled or is disabled, preventing expected data synchronization. For example, the operation team often forgets to schedule the Process Bulk Imported Files and expects the Import Orders Job will fetch all the orders from Shopify and start showing them in HotWax Commerce.

2. A job is not scheduled correctly, causing delays or affecting synchronization. For example, If you schedule a job with a frequency to run with a run-time value(date) of two days later when the job was supposed to run 15 minutes from now, then the job won’t start running in every 15 minutes until 2 days.

Step-by-Step Troubleshooting Process:

Verify If Issue Exists:

1. Identify the Exception:

   • Check if a process is not working as expected by looking at the results. If you don't get your desired result within a specified time frame, it indicates an exception.

2. Backtrack the Exception:

   • Look into the results in HotWax Commerce OMS to identify the step or task that is not performed.

3. Access Job Manager:

   • Open Job Manager using your user credentials.

   • Navigate to the job causing the issue. For example, if the issue is related to order import(as we see in the above example), go to Job Manager > Miscellaneous > Process bulk import files.

4. Analyze the Job:

   • Check if the job is scheduled correctly.

   • Identify if the job is disabled or configured incorrectly.

Read here to learn more about jobs in HotWax Commerce that can be scheduled as per the retailer’s preference.

Resolve the Issue:

1. Schedule or Configure the Job:

   • If the job is Disabled, schedule it by adding the runtime value and the frequency in which the job should run

   • If the job is configured incorrectly, update it as per your preference. Read here to learn more about how to schedule a job in HotWax Commerce.

2. Save the Changes:

   • Make the necessary changes to the job.

   • Click on the Save Changes button to ensure they take effect.

Additional Steps for Ensuring Proper Job Execution:

1. Verify Job Schedule:

   • Check the job schedule on the pipeline page to ensure the job is scheduled and running at the desired frequency and time.

2. Monitor Job Execution:

   • After scheduling or reconfiguring the job, monitor its execution to ensure it runs as expected.

By following these detailed steps, you can effectively troubleshoot and resolve synchronization issues between HotWax Commerce and Shopify caused by jobs not being scheduled or incorrectly scheduled. This ensures smooth job execution, minimizes system performance issues, and maintains accurate data management.