Policy service pending commands

[bbadminey]

Hi,

I need help in this scenario where BB user has not requested for the Device password reset but that has happened and user gets a message on the BB screen that "administrator has changed the device password."

When investigated found that the user has already requested for a new device password and the field support people who have access to the BB web admin console have tried resetting the password.
So when there are more than one attempt of password change has been initiated, that goes and stays in a queue.
And this was noticed and confirmed by getting the below info from the POLC log.

When further investigated, understood that this request was actally placed (29th Apr) almost 10 days back from 10th may and the password change has happened on the restart of the BES server.
So if the unsuccessfull processes stay in the queue and if that would get executed at the next time of BES server restart, is there a way to see what are the process that are pendig in the queue ?
Because it is not at all necessary to have a device password reset when everything is going on smotth and do a pending porcess that was tried to be processed some 10 days back just because the server restarts on that day.
First of all, need confirmation if the pending process that stays in the queue gets processed on BES restart,
or is it only the SET_PASSWORD command will be queued form the policy service to work on the restarts.
Is it ITADMINQUEUE, and is there a way to check what's in the queue ?

If so can we check the process or clear the process queue before restart ?

Checked the BTSC and found this KB relavent to the situation, KB19422
But still the resolution doesn't match. Because the version that is now running is 4.1.7

What could be done so that next time the SET_PASSWORD doesn't stay in the queue and gets executed on restart.