Hi,
our customer notifies us about an issue regarding a request (product version i Via Lifecycle and Governance 7.0.0.115344 P04). Basically the request is stuck because the approval workflow doesn't start:
This is the request workflow:
And this is the approval workflow (it has not been modified and has always worked well):
In the logs it doesn't seem to be any issue related to this request.
What could it be?
Thanks in advance
The most likely cause would be a general performance related failure or deadlock in WorkPoint at the time that this workflow was instantiated in WorkPoint that prevented the runtime workflow from being created correctly. Likely there is nothing wrong with this workflow, but there is a serious problem with Workpoint caused by some other workflow that was being processed at the same time.
This kind of issue requires a comprehensive approach. I recommend you open an RSA Customer Support case.
Hi Ian,
thank you very much but we could not open a case because our version of IGL is out of support. By the way there were a lot of errors in the workpoint log like "Cannot obtain XAConnection".
We found out that the customer had patched the WebLogic Server on which the application runs without restarting it.
So we've restarted the application server and this has solved the issue.
Thank you
The most likely cause would be a general performance related failure or deadlock in WorkPoint at the time that this workflow was instantiated in WorkPoint that prevented the runtime workflow from being created correctly. Likely there is nothing wrong with this workflow, but there is a serious problem with Workpoint caused by some other workflow that was being processed at the same time.
This kind of issue requires a comprehensive approach. I recommend you open an RSA Customer Support case.