Workflow issues

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Revision as of 10:28, 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

Workflow does not seem to be processing activities – activities in 3100, 3200, 3300, 3400 sub statuses Are workflow engine process and instance running?

• Are workflow cache .ser files present? – Restart workflow cache and workflow engine processes and instances
• Is the activity part of an expired work batch?
  • Change working status or wait for the batch to get expired
  • Decrease batch expiry delay to for future batches – pitfalls?
• Is the Work Allocation thread running?
  • Check latest rules-process log for statement 'Work Allocation running‘
  • Restart workflow process and instance if thread is not running
• Is WAT entry still not happening?
  • Check the EGPL_ROUTING_VARIABLE table and ensure that the last_processed_id is one lesser than the value of ID (egpl_routing_work id and not activity_id)
• Is the workflow engine thread running?
  • No log statement in <Unified EIM / Unified WIM Install Dir>/logs/eg_log_<server_name>_rules-process.log OR eg_log_<server_name>_rules-cache-process.log

Workflow does not seem to be processing activities – activities in 3100, 3200, 3300, 3400 sub statuses (cont’d ..) Is the workflow engine thread running?

• No log statement in <Unified EIM / Unified WIM Install Dir>/logs/eg_log_<server_name>_rules-process.log OR eg_log_<server_name>_rules-cache-process.log
• Has there been a problem with DSM trying to restart the process and instance?
  • Check <Unified EIM / Unified WIM Install Dir>/logs/eg_log_<server_name>_DSMController.log
• Are there any OutOfMemory errors in <Unified EIM / Unified WIM Install Dir>/logs/ eg_log_<server_name>_rules-process.log?
• Increase heap size from <Unified EIM / Unified WIM Install Dir>/config/egpl_dsm.xml
  • Check the Task Manager - Is the OS process ID (found in the latest rules_process_log or egpl_process_ids.properties) actually running?

Activities are getting routed to the Exception queue

• Query egpl_notes table of Active DB (or notes details from UI) for information on workflow/reason
• Check <Unified EIM / Unified WIM Install Dir>/logs/eg_log_<server_name>_rules-process.log OR eg_log_<server_name>_rules-cache-process.log
  • Look at SEVERE logs containing the Activity ID
  • Work Allocation INFO level logs on ‘Range of activities in current work…’ and ‘Deleting range :…’ are also useful.

Activities are getting routed to Exception queue

• Check Audit trail from egpl_event_history_case_mgmt and egpl_event_history_user
• Activity could have been in 3900 state, and the workflow process and instance may have been restarted by DSM, because the batch processing exceeded the restart time interval
  • Look for note - I18N_EGPL_ROUTING_MOVING_ACTIVITY_TO_EXCEPTION_QUEUE_AS_RULE_FAILED_TO_EXECUTE
  • Increase the restart time interval
  • Investigate the slowness – maybe the DB needs re-indexing, or Archiving of activities is needed.

Changes made to workflow are not reflected in activity processing

• Check if config\routing\cache.ser files are latest
• Restart workflow cache and workflow engine processes and instances
• Check Message listener health from Weblogic/JBOSS Admin Console

Activities are in 4100 sub status with queue_id as null

• Check if there is an active workflow for the entry point alias. If no, check if there is an active Finish workflow
• If the workflow has been newly created, it may not have reflected due to cache related problems. Restart workflow cache, and engine processes and instances.

Workflow Reassignment – troubleshooting