A request can stop moving: a recipient who has left, an external call with no answer, an entered value that makes a step fail, an endless loop. The Incident recovery screen (menu Administration › Catalog and workflow › Incident recovery, /workflow/recovery) finds these requests and lets you unblock them without touching the database.
The screen is open to Administrators and to the Incident recovery group. This group is distinct from the one that designs processes: bypassing a process and drawing it are two different responsibilities. The menu entry is visible to members of both groups.
Stalled requests
The Stalled requests page lists the requests that have not moved for a number of days, the most idle first. Set the duration in Idle for N days (3 by default, from 1 to 365). For each request: the Number, the node it is Stopped at, the Last movement and the detected Loops; a request with a failed execution is marked Failed.
"No stalled request over this period." is good news: nothing is stuck.
Review opens the request's Recovery page.
Understand the blockage
The State card shows the start date, the Last movement and, under Stopped at, each node where the request is waiting, with what it is waiting for: Waiting for an actor, Waiting for a decision, Waiting for its scheduled start, Waiting for a third party to call back, Waiting for a third-party system or Waiting for the other branches. Loops give the number of passes on a node, and the limit when the node has one.
The three actions
Each action requires a Reason and is recorded with its author.
- Reposition: moves the request to a Target node. The number shown next to each node is the number of passes already made (zero for a node never reached); the active node cannot be selected. Flow nodes (Start, End, Branch, Fork, Join) come at the end of the list: repositioning on a Branch makes it re-evaluate, on a Join treats the branches as joined.
- Replay a step: reopens a step, completed or still active, and makes it start again; recipients are recalculated, which fixes the case of a recipient who is no longer there. Enter the Step identifier.
- Fix a field: replaces the value of a request field, outside any process. Enter the identifier of the Field and the New value. An identical value changes nothing, and the page says so.
A refused action shows the reason at the top of the page; this reason is written in French, whatever the interface language.
See also
- "Oversee requests": the read-only overview.
- "Handle process steps": retry or give up a failed automated call from My work.