Workflow issues

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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

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