Tip: You can use filters for better results
About Workflow Monitoring
The Workflow Monitoring tool inside the Admin panel gives you troubleshooting options for various workflow errors and stuck tickets. With this tool, you can identify and solve problems yourself, which may save you additional support requests. You can, however, still always contact support if you encounter problems.
Inside the Admin panel go to Automations → Workflow Monitoring.
Troubleshooting Workflow Errors
Workflows (especially custom workflows) may get misconfigured inside the Work place. For such cases, you can try to help yourself and fix workflow errors manually. In this topic we are outlining possible workflow errors, while also helping you to troubleshoot various workflow errors.
If you still cannot manually fix certain workflow errors, you can always contact Fieldcode Support.
Let’s have a closer look at how to troubleshoot workflow errors:
- Go to the Admin panel.
- Go to Automations -> Workflow Monitoring.
- Move over to the Errors tab.
- Enter the workflow name or another keyword in the search field.
- Click Enter on your keyboard.
- Troubleshoot your workflows by taking either directly a proposed action and clicking on refresh afterward to check if the error is solved or solve it manually.
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In the search field, you can search for the wrongly behaving workflow by entering the workflow name or another keyword.
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The button inside the proposed actions performs a proposed action which may help you to solve your particular workflow error.
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Please do not forget to refresh the error after trying out a proposed action to check if the error vanishes away.
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You can configure the displayed error columns according to your preferences by using this button.
| Error | Explanation | Troubleshooting |
|---|---|---|
| [fieldPath]:Invalid value: [value set enumeration] | The described value set enumeration was excluded for the project and cannot be saved. | Add the value set to the project again and retry or change the configuration of the form/workflow action to a different value set and retry. |
| com.fieldcode.microservice.exception.MicroserviceException: Missing parameter: relationId | A checklist field was added to a form which can be executed without having a reported intervention to relate the checklist field to. | Remove the field from the form or add a render condition in the form to hide it for tickets not having a reported intervention. |
| An unexpected error occurred: org.graalvm.polyglot.PolyglotException: [specific details] | The polyglott script being used throws an exception, the detailed error description shows where exactly. | Fix the exception in the script and retry. |
| resolvedActions - not able to resolve all parameter | An incorrect parameter was used, usually due to typos or undefined parameters. | Fix the parameter and retry. |
| Authentication failed: Authentication failed; nested exception is javax.mail.AuthenticationFailedException: 535 5.7.8 Error: authentication failed: authentication failure\n | The action sending an email failed due to an invalid SMTP configuration. | Fix the SMTP settings on Account and/or Project level and once SMTP is tested successfully retry the workflow errors. |
| Required argument 'objectState' missing. | Unknown error cause. | Retry and if that does not solve it please contact Fieldcode Support. |
| Potential loops detected for [event type] event (starting from [destinationFromPath]):[nodes looping] | Your workflow has been repetitively moving between the same nodes more than 50 times within 10 minutes. To prevent an endless loop our system paused the process. | Check your workflow configuration on those nodes and improve your conditions or update the object values causing the loop. Then retry. |
| Missing direct connection link in ticket. | The ticket is not connected to the system for which your interface webhook action is trying to execute. | Check if you selected the correct outgoing mapping in the workflow action or add an executionQualifier to filter for which tickets the action shall be executed |
| Missing ticket reference in ticket | The ticket is does not contain the reference your interface system needs to execute the interface webhook action. | Exclude tickets without reference by adding an executionQualifier to your interface webhook action. |
| Unexpected error! Please try again later! | Unknown error cause. | Retry and if that does not solve it please contact Fieldcode Support. |
| Could not found Metadata. Metadata might have been deleted by the eviction policy. | Due to an unexpected delay in processing the required object data to execute the action was not available. | Retry and if that does not solve it please contact Fieldcode Support. |
Nudging Stuck Tickets
In the unlikely event that a ticket gets stuck inside the Work place, you can try to self-help yourself and fix stuck tickets manually.
If moving tickets to a different step by yourself doesn’t solve your specific problem you can always contact Fieldcode Support.
A stuck ticket is a ticket that cannot be moved forward to another step by triggering the workflow buttons.
Let’s have a closer look at how to move stuck tickets:
- Go to the Admin panel.
- Go to Process -> Workflow Monitoring.
- Move over to the Ticket Nudge tab.
- Enter the CNI of the stuck ticket in the search field.
- Click Enter on your keyboard.
- Green buttons that have a context menu can be used to move the ticket to a different step manually.
- Click on the context menu of the step you want the ticket to move to.
- Click on Send ticket to this step.
How to check the ticket path of a ticket
You can check the previous path a ticket has gone through via the Ticket Workflow Monitoring menu. Here’s how to do it:
- Go to the Admin panel.
- Go to Process -> Ticket Workflow Monitoring.
- Enter the CNI of the ticket you want to check.
- Click Enter on your keyboard.
- Click on the Ticket path button in the upper right to understand the path a ticket went through.
