Workflows: Analyzing client logs

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Workflows: Analyzing client logs

Problem Summary An agent or supervisor experiences problems with workflows on the Finesse desktop and clicks the Send Error Report button to send client logs to the server.
Error Message N/A
Possible Cause Various
Recommended Action

Retrieve the client logs from the Finesse server. The logs are located in the /var/log/active/desktop/logs/clientlogs directory. Open the client log file that the agent or supervisor uploaded to the Finesse server. Client log file names include the agent ID and a timestamp.

Check that the Workflow Engine was loaded by the Finesse container. The Workflow Engine logs WorkflowEngine is starting when it loads.

The Workflow Engine transitions through different states as the user signs in and retrieves user workflows, and as user and dialog events are received. The Workflow Engine can be in the following states: STOPPED, FAILED, READY, BUSY. A log statement is made for each Workflow Engine state transition:

Workflow entering <state> state, from:<state>, where <state> is one of the Workflow Engine states.

The Workflow Engine logs the user workflows it receives from the Finesse server as Workflow Engine received and loaded user workflow <workflow>, where <workflow> is the content of the workflow. Workflows with no actions are skipped and logged as Workflow Engine ignoring user workflow <workflow name>, where <workflow name> is the name of the workflow.

The Workflow Engine makes three attempts to get the user workflows and logs the following for each failure:

Failed to get user workflows. Retrying.

On the third failure, the Workflow Engine logs Calling fail(). If the user selects Sign Out when prompted, the Workflow Engine logs Could not retrieve user workflows; user has opted to sign out. If the user selects Continue without to continue without workflow support, the Workflow Engine logs Could not retrieve user workflows; user has opted to continue without workflows enabled.

Each time the Workflow Engine receives a user or dialog event, it logs Workflow engine received <event type> event. Action: <operation>, where <event type> is user, dialog, or dialog collection and <operation> is load, add, change, or delete. The Workflow Engine converts the event to add to the queue. When the event leaves the queue for processing, the Workflow Engine logs Got <event type> event from queue. Action: <operation> URI:  <url>, where <url> is the event URL.

For each user and dialog event received, the Workflow Engine evaluates it against each of the user's workflows and logs Evaluating triggers for workflow: <workflow name>, where <workflow name> is the name of the workflow. It logs the result of this evaluation as Workflow <workflow name> trigger evaluated to <true/false>. If a workflow evaluates to true, the Workflow Engine logs Executing workflow: <workflow name>.

When the Workflow Action Executor receives an action from the hub, if the action handled by property is set to "Other", the Workflow Action Executor logs Action handledBy is set to other, not handling this with the action executor.

If an unknown workflow action is published to the workflow action events, the Workflow Action Executor logs '_"processAction() - Unknown action type of <Workflow Action Type>', where <Workflow Action Type> is the type of workflow action.

If an unexpected error occurs while processing the action, the Workflow Action Executor logs Unexpected error in WorkflowActionExecutor._processAction: <error>, where <error> is the error that occurred.

If a browser pop action does not have a path or window name, the Workflow Action Executor logs Error in WorkflowActionExecutor : _processBrowserPop(workflowActionEvent) - A browser pop action mast have a Path and a Window name. Browser path is <URL/missing> and window name is <window name/missing>. For a valid action, it logs the URL and window name that will be used as About to open browser window. URL is: <URL>, window name is <window name>. It logs a successful browser pop as New browser window was opened successfully and a failure as New browser window failed to open.

For an HTTP Request action, the Workflow Action Executor logs Executing HTTP request action < Workflow Action Name>. If the location is not valid, the Workflow Action Executor logsUnknown location of <location> for WorkflowAction <Workflow Action Name>, where <location> is the invalid location.

If an unexpected error occurs while processing the action, the Workflow Action Executor logs Unexpected error in WorkflowActionExecutor._processHttpRequest(): <error>, where <error> is the error that occurred.

When the Workflow Action Executor receives a response from the server, it logs Received return code of <status code> from <URL> for WorkflowAction <Workflow Action name>\n Response text: <response text>, where <status code> is the HTTP status code from the server response, <URL> is the URL, <Workflow Action name> is the name of the Workflow Action, \n is a newline character, and <response text> is the text of the server response. If the response status code is 401 (unauthorized) and the Workflow Action location is Other, the Workflow Action Executor logs Getting login credentials from user for HTTP Request Workflow Action <Workflow Action name>.

Release Release 10.0(1), Release 10.5(1), Release 10.6(1)
Associated CDETS # None


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