Workflow issues

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'''Changes made to workflow are not reflected in activity processing'''
'''Changes made to workflow are not reflected in activity processing'''
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:** Check if config\routing\cache.ser files are latest
+
:* Check if config\routing\cache.ser files are latest
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:** Restart workflow cache and workflow engine processes and instances
+
:* Restart workflow cache and workflow engine processes and instances
-
:** Check Message listener health from Weblogic/JBOSS Admin Console
+
:* Check Message listener health from Weblogic/JBOSS Admin Console

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

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