Issue with Work Order Creation in Subflow

[zineberrada]

Hello Team,

I have a flow that uses two steps to create work orders:

1. Out-of-the-box step: "Create Work Order"
2. Custom step: "Create Deployment Work Order"

The first capture shows a subflow where the custom step is used to create a work order.

The second capture shows a subflow where the out-of-the-box step is used to create a work order.

The custom step is configured to copy the location from a specific table to the created work order, whereas the out-of-the-box step does not perform this action.

Issue

For some records that trigger the flow, instead of using the custom step, they unexpectedly use the out-of-the-box step. This issue occurs only in the subflow shown in the first capture, even though this subflow is explicitly configured to use the custom step (as seen in the capture).

Other flows and subflows that are configured to use either the custom step or the out-of-the-box step work correctly. However, in this particular subflow, the failure to use the custom step results in an anomaly where the location is not copied to the created work order.

The last capture shows an execution of the subflow that was supposed to use the custom step but instead used the out-of-the-box step, despite being configured otherwise.

Any insights or suggestions on resolving this issue would be greatly appreciated.

Best Regards,

Zineb

[Uncle Rob]

Should be down to 1 of 2 things:

1)  Your test case isn't using the up to date flow.  I've had this happen when updating a subflow on a record that ALLREADY launched under old parameters.  Can you replicate this on NEW tasks?

2)  You haven't factored for something in the logic.  Show us where in the flow it decides whether to use OOB or Custom component.  But also take a look at the execution thought it should do at that point in the logs.

[zineberrada]

Hello Rob,

Thank you for your response, I really appreciate it.

Just to give you some context, we have a flow that uses multiple subflows. Within these subflows, there are steps to create work orders. in the subflow definition we specifies whether to use the OOB action or the custom action.

However, we are encountering the issue in only one specific step (as shown in the first screenshot), where the OOB action is being used instead of the custom action, even though the step definition explicitly specifies the custom action for creating the work order.

Below, you’ll find my responses to your questions:

1. The problem is still occurring, even when the subflow has not been updated. We are encountering similar cases in production, and it seems to happen randomly.

2. As explained, the step defined in the subflow to create the work order is the custom component, as shown in the screenshot below. Therefore, it should not be using the OOB component, which makes this issue quite bizarre.

When this issue occurs (as shown in the screenshot below), the OOB component is unexpectedly executed instead of the custom action, which is incorrect. There is no logic in the flow or subflow that dynamically chooses between the two actions , only the custom action should be used.

The only available information I have to analyze the execution is the screenshot below, which helped me identify that the OOB action was used instead of the custom one.

I truly appreciate your help and hope you or someone else can assist in resolving this issue.

Wishing you a great day!

Best Regards,

Zineb

[zineberrada]

Hello,

The issue arises because the flow was initiated before the version where the custom action (responsible for copying the location) was developed.

To resolve this, a fix script should be created to correct all the work orders that are generated by flows initiated prior to the corrective version.

Thank you so much for your help!

Zineb