Hello,

I am facing an issue where multiple service cases in the Telenet-KM-Work-Content case type have broken processes with the following error:

Error Message: "ProblemFlow_WorklistOpenFail System" Class: Telenet-KM-Work-Content pyInstructions: "Repair flow configuration"

Questions for RCA and Cleanup Strategy:

1. Root Cause Identification:

   • What are the possible reasons for this error in relation to flow misconfiguration, assignment corruption, or case data issues?
   • How can I determine whether this issue is due to an incorrect work queue, missing assignment, or an orphaned case?
   • Which specific properties or logs should I check in the clipboard, database, or logs to pinpoint the exact cause?

2. Cleanup and Resolution Approach:

   • What is the best way to clean up broken process cases safely without impacting valid case data?
   • Is there an OOTB (Out-of-the-Box) approach to restart or repair these flows instead of manually updating cases?
   • What manual interventions can be done via Clipboard, Activities, or DB queries to clean up duplicate assignments and resume the flow?
   • Are there any recommended activities or APIs to resume/repair flows (ResumeFlow).

3. Prevention Strategy:

   • How can I modify flow configurations to prevent this issue from recurring?
   • Are there best practices for handling workbasket routing and assignments to avoid broken flows?
   • Should I add Flow Error Handling steps in my process design, and what conditions should I check?

Any guidance on troubleshooting steps, cleanup strategies, and preventive measures would be highly appreciated.

Thanks in advance.