Workflow Troubleshooting

Note: This document references functionality that may not be available for all users. Content is managed in Confluence and copied here for the Support Team. 
  • A workflow instance (or a lot of workflow instances) are sitting at "Waiting". What does this mean?
     
    • There could be a number of things going on.  First, there may be an issue with the workflow itself – examine the “Details” section to see if there is an error occurring.  The CRM Asynchronous Processing Service may have received an error (infinite loop, network error, SQL exception) that has caused the workflow to fail.  Depending on the error the workflow may try to run again or it may be suspended. Check the “Postpone until” value and if it is “12/30/9999” then the workflow will have to be manually restarted (or resumed).  Workflows that have been paused will also have a status of “Waiting.”

  • What do these workflow statuses mean: Waiting, Waiting for Resources, Canceled, Canceling?

    • Succeeded – The workflow completed successfully.
    • Failed – There was an error with the workflow. 
    • Canceled – The workflow was canceled.
    • In Progress – The workflow is running.
    • Pausing – The workflow was paused and is in the process of being stopped.
    • Canceling – The workflow was canceled and is in the process of being canceled.
    • Waiting – There is a problem processing the workflow.  Select the workflow and then examine the “Details” section to get a more detailed error message as well as suggested solutions (for example, try to run the workflow again). 
    • Waiting for Resources – The workflow is waiting for server resources to become available.

  • My workflow runs, but it's so slow! What can I do to improve it?  

    • Monitor the size of the AsyncOperation table and contact support if the number of entries in this table is over a million records.  Indexes on the database are rebuilt on a regular basis, but may become fragmented due to higher than normal insert and delete activity against the database.  If you have a workflow that is continually failing then rebuilding indexes prior to the scheduled job may improve performance.   

  • What reports are available to assist with workflows?  
     
    • There are a couple of reports in RNLD that show cumulative information regarding workflows.

    • Workflow Overview Report 

      • The “Workflows by Organization” table displays all organizations that have run 1,000 or more workflows in the past day; the data is aggregated by the status code (Succeeded, Canceled, Failed, etc.) below the organization name. 
      • The “Failed Workflows” table displays failed workflows for all organizations over the past day.
      • The “Waiting Workflows” table displays organizations with 5 or more workflows with a status of “Waiting” (again over the past day).
      • The “Scheduled Workflow Check” table displays all scheduled workflows that are set to run every day and are essentially overdue (they should have executed within past day and haven’t yet). 
      • The “Unprocessed Email” table displays all triggered emails for all organizations that haven’t been sent yet and are overdue by 36 hours or more. 

      • Workflow Overview Report 002
         
        • The “Workflows by Organization” table displays all organizations that have run 1,000 or more workflows in the past 1, 2, or 3 day(s) based on the “Previous Days” report parameter.  The data is aggregated by the status code (Succeeded, Canceled, Failed, etc.) below the organization name.   
        • The “Failed Workflows” table displays failed workflows for all organizations over the past 1, 2, or 3 day(s) based on the “Previous Days” report parameter.
        • The “Waiting Workflows” table displays organizations with 5 or more workflows with a status of “Waiting” over the past 1, 2, or 3 day(s) based on the “Previous Days” report parameter.
        • The “Scheduled Workflow Check” table displays all scheduled workflows that are overdue along with a possible reason as to why the workflow hasn’t completed (SQL Timeout, Workflow Not Active, etc.). 
        • The “Unprocessed Email” table displays all triggered emails for all organizations that haven’t been sent yet and are overdue by 36 hours or more.
        • The “Outreach List Posting Failures” table shows all outreach lists for all organizations where there posting of list members hasn’t completed.  
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