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Workflows do not stop when the task SLA and the workflow context are domain separated - Known Error
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  • Workflows do not stop when the task SLA and the workflow context are domain separated
KB0523209

Workflows do not stop when the task SLA and the workflow context are domain separated


1289 Views Last updated : Jan 14, 2025 public Copy Permalink
KB Summary by Now Assist

Description

Beginning with the Calgary release, wf_context (Workflow Context) is domain separated.

* Task SLA takes on the domain of the incident
* Workflow Context takes on the domain of the user

If Task SLA and Workflow Context are not the same, they cannot communicate and the workflow continues to run after task SLA has ended.

Steps to Reproduce

No steps to reproduce are available.

    • SLA workflows not behaving as expected
    • Workflow Context Continues Even Through SLA Clock is Paused
    • SLA Percentage Timer
    • False notification for incident
    • SLA Breach email notificaiton after upgrade to Berlin
    • Workflow still Running, Even Though END conditions have been met
    • SLA Workflow continues to process after Task SLA is achieved
    • wf_context table is Domain separated, causing problems in workflows

 

Workaround

There are two options:

  • Add business rules to set the domain fields on the workflow tables to be global
  • Set the domain to be the record to which the workflow is attached

 


Related Problem: PRB583653

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