Flow becomes idle at assignment shape in a flow
1. When a case is created , an agent on System-Queue-DefaultEntry class runs and calls a process flow.
2. The process flow has an assignment shape with a Routing activity , an SLA and a connector
3. When traced the assignment shape is getting called. The routing activity is completed
4. SLA is called .
5. Then the flow becomes idle. The connector is not getting called and the pre processing activity or post processing activity is also not getting called.
6. I have updated this existing process flow and added a email notification actiivty in a new ruleset version.
7. I checked out the existing ruleset version of the process flow . But still same issue.
8. Previously this process flow was running fine.
Please let me know why the process flow is becoming idle instead of Flow resuming.
NCS Pte. Ltd
SG
Hi @HemaP136: Can you please help to update more on the issue? When the case is created, there is a assignment in the flow. If so the case will wait in the assignment shape for a action. It can be a manual action (or) action defined in system (like SLA / agent resuming the process). Now, what is happening after the case is in flow reaches the assignment? Are you trying to resume the flow from the SLA?
Thanks.
Cognizant
US
@ArulDevan When the case reaches the assignment there is a routing activity which is geting completed. An SLA is also set on the assignment . SLA doesnt have advance flow or run activity step when Goal time is reached. Goal is set as 5 days.
The assignment needs to be completed before 5 days.
This process flow is being run in a case type . BulkStartCaseType1 agent runs this process flow .
Cognizant
US
@ArulDevan The assignment is not getting created, the pre processing data transform is not getting run.
There is no user intervention required. An agent runs the flow.
When I remove the assignment the remaining steps in the flow are working fine.
But with the assignment flow shape the flow is becoming idle at the assignment.
NCS Pte. Ltd
SG
Hi @HemaP136: When you say "An agent runs the flow" whether the agent creating the case (or) the agent is trying to resuming the flow from assignment?
Also when you say "the flow become idle" what does it mean? Are you able to see any assignments / broken process when opening the case?
When you say the assignment is not getting created, were you able to check from tracer / logs for any errors.
Also please try to change the routing of the assignment to a specific user / work basket to isolate the issue.
If possible, please share some screenshots without confidential data to evaluate the scenario.
Thanks.