Description
Determining if there are competing business rules that cause the workflow to stop
Symptoms
- Approvals are stuck
- Hung workflow
- Cannot start workflow
- Workflow doesn't start
- Workflow won't trigger
- Workflow is not progressing
- Workflow hung on activity
- Workflow not returning
- Subflow won't return
- Subflow running too long
- Subflow stuck
Video
Workflow and business rules
The workflow engine is part of the glide script engine. The workflow engine is typically invoked along with the business rules of the current record (for example, a change request). However, workflows can also be invoked via a script from within business rules as part of a post-processing action.
An example of post-processing business rule
In the base instance, an example of a post-processing business rule is SNC - Run parent workflows (Approval). This is an After business rule on the sysapproval_approver table.
Based on the conditions, SNC - Run parent workflows (Approval) runs:
- after the Insert/Update of the sysapproval_approver record (it is a post processing rule)
- if the state of the workflow changes to Approved or Rejected, or if the approval is deleted
- if it performs a glide query to find related records and uses the interface defined in the Script Include Workflow to invoke the workflow of the related records
To determine the business rules that fire on a specific table:
- In the Application Text Filter, type Business Rules.
- Select System Definition > Business Rules.
- In the Filter select Go to > table.
- In the Filter, type the name of the table. For example, sysapproval_approver.
A list of business rules that fire off the specified table is displayed.
How to troubleshoot by examining the conditions:
- In the Application Text Filter, type Business Rules.
- Select System Definition > Business Rules.
- In the Filter, select Go to > table.
- In the Filter, type the name of the table. For example, sysapproval_approver.
A list of business rules that fire off the specified table is displayed.