Restarting a failed or stuck workflow on RITMs

[kimfranz]

We have found that when there are Over all performance issues (default semaphores exhausted due to some other reason) that some RITMs do not have their workflows launched or the workflows get stuck and do not proceed properly. The RITM is then in State = Open, Stage = Waiting for Approval, Approval = Not Yet Requested. This does not happen very often, but when it does happen, we have been using a simple work-around of adding a worknote to the RITM and the workflow then proceeds OK and add the approvers/approval groups OK. We had 8 of these on one day recently and 11 others on days ranging from December 2017 to May 2017.

Is there a better work-around?

Can we expect that a very small percentage of RITMs may not proceed properly and this should be monitored on a regular basis?

(we are on Helsinki about to go to Istanbul)

[Harshit]

Hi Kim,

Have you observed any pattern or if you have managed to isolate to a particular catalog item where the workflows get stuck. I would recommend you to check the scripts on RITMs, catalog tasks/tasks and look if any of the scripts is having   "setWorkflow(false)".

Thanks,

Harshit

[kimfranz]

Thanks for your reply!

No pattern really. My customer reported 11 such RITMs (December to May created), then another 8 on a specific date last week. When I investigated wider, there was more than one customer affected (domain separated) on that specific date last week.

So generally speaking could an otherwise working Catalog Item which makes its RITMs on a regular basis just fine, workflows launch just fine, be failing to proceed once in a while due to intermittent reasons? I am thinking that as a housekeeping duty, monitoring for RITMs that are in Open status and have become aged should be examined to see if there is something wrong and checking the workflow to see if it was stuck or failed to launch.

Long story short: I am really looking for best practice for tickling the RITM so the work flow resumes or launches properly.

[saprem_d]

Please use the "Nudge" button on the workflow context to start hung workflows.

[kimfranz]

Thanks we will give that a try. Some other workflows (for change I think) we have tried the 'Nudge' button and it did not seem to help. But let's walk before we run!

We'll give this a try and then I will come back and mark it as Correct Answer!