Workflow issues

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Revision as of 10:15, 10 January 2011

Workflow execution

Workflow Cache processing

• Creates workflow related .ser files
• Message driven

Workflow Engine processing

• Assignment – Pre-routing
• Reassignment – Routing to user

Assignment

• Work Allocation
  • Active DB tables: EGPL_ROUTING_WORK, EGPL_ROUTING_WAT, EGPL_ROUTING_VARIABLE
  • Unfinished batch - working_status = 0
  • Expired batch - working_status = 1
  • New batch
• Activity processing
  • Workflow processing, till activity reaches queue
  • Sticky agent (i.e. same agent who originally responded to the customer) applied at Assignment time also

Reassignment

• Work Allocation
  • Active DB tables: EGPL_ROUTING_ASSIGN_WORK, EGPL_ROUTING_ASSIGN_WAT
  • Unfinished batch - working_status = 0
  • Expired batch - working_status = 1
  • New batch
    • Not an exception queue
    • Preference wise and proportionate to the count, not department wise

Activity processing

• Alternate Assignment and Reassignment cycles

Reassignment

• Activity processing
  • Sticky agent
  • Round robin / Load balance
  • Processed batch gets deleted
  • Unprocessed batch – if instance is stopped in between

Workflow Assignment – troubleshooting