Question

Process Stuck After Completed User Task

Forms

Updated November 29, 2019

asked on November 25, 2019

I have several processes that show "In Progress", but did not move on after a user task was completed. Many of these have been stuck for a week or more.

Looks like it might be the same issue reported here: https://answers.laserfiche.com/questions/138157/Form-Stuck-In-Progress-after-User-task-was-completed But that page doesn't really have a resolution reported.

I've tried restarting the routing service, and rebooting the server, and nothing has changed.

It would not be ideal to terminate these forms if I can avoid it, nor can I easily identify all that are impacted by this issue as we have over 1,500 active processes at the moment, but I am aware of around a dozen that have this issue.

I have no made changes to this process recently, nor changes to our set-up of LFForms, so I do not know why this has started occurring recently.

Here's a screenshot of the History of one of the processes.

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replied on November 25, 2019

As someone who comes across these from time to time I'd be keen to understand a bit more about the process in the lead up.

Can you include a screenshot of the business process designer? Specifically whatever is leading into this task to get an understanding of how a task arrives at this point in the first place?

Also, can you check for this specific task, who/how it is meant to be assigned, and then cross reference that information with the Variables Tab (next to History). Curious also to see if there are missing variables which could have lead to this.

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replied on November 25, 2019

The assigning of the tasks worked properly. It went to the employee's manager (dictated by a database lookup on the original form submission), and I see the appropriate variable values on the process. The manager reports that they did receive the form and did submit it. Where it seems to have broken down is in the submission. As you can see on the history screenshot I included, that task does show status as "Completed", but it doesn't show which button the manager pressed to complete the task or the name of the manager, and it doesn't show anything occurring after that point.

I did see something similar one other time - but in that case, it let me reassign the task to myself, and when I opened it, it said something about the task being completed already, and then the process went ahead and moved forward. This time though, it isn't giving me any options to reassign the task.

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replied on November 25, 2019

Despite the process not showing what button the manager pressed, I do know what they pressed, because I have some Javascript that records their action in a "notes" field on the form. The variables shows the information on the notes field to indicate that they did in fact review the form, and submitted it by pressing the "Approve" button. So I do know they completed the task, the process just didn't continue beyond that point.

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replied on November 25, 2019

As I dig deeper into this issue, I'm finding that I have a lot of these instances that are stuck in some stage of processing. Many are like the ones I originally reported, where the completed user task doesn't show completed. Some others got all the way to the end event, but the process still shows active instead of completed. And still others are stuck at other stages of processing, such as completed repository tasks or workflow tasks.

I haven't yet determined an easy way to identify processes that in this state, or any solution to get LFForms to reevaluate them or perhaps retry the last task or something.

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replied on November 25, 2019 • Show version history

What version of Forms are you using? Did you check the event log to see whether there are some error at the same time as the user task finish date? Can you open a support case with your VAR with a backup of the Forms database and the list of instances IDs that get stuck? We want to further investigate your issue.

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replied on November 26, 2019

@████████- we're running Forms 10.2.0.834 currently.

Unfortunately, the most recent of these tasks was completed on 11/19, and when I checked the event log it wasn't showing anything prior to 11/22.

I can ask our VAR to open a ticket - but I have concerns regarding sharing a database backup. We're a financial institution and there is sensitive account information in that database. It's problematic to share the data.

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replied on November 28, 2019

It's fine to not provide the database backup, please provide following information when you open a ticket:

1. exported business process

2. screenshots of the instance detail page for the instances that have such issue(you can provide one screenshot for multiple instances stuck at same step and different screenshots for different steps)

We will investigate how to reproduce the issue and we will also provide scripts to resume the problem instances.

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replied on November 29, 2019 • Show version history

@████████

I'll be reaching out to our VAR (Millennial Vision) today to ask them to open a ticket.

So you know, for right now, I'm only including the information from this one particular business process with the 9 "stuck" instances within it. But this is not the only process where I've seen similar issues - just the one with some consistency between those issues (all happened around the same time and at the same stage) - the others are kind of all over the place.

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Process Stuck After Completed User Task

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