Workflow does not always start when starting rule is true.

asked on October 6, 2020

So I have a workflow that suddenly last week became very inconsistent. I have done a bunch of testing and to the best of my ability, I can not find a reason as to why the Workflow does not always start.

The Starting Rule checks to see who made the field change and in which folder the change was made, the user makes the appropriate field change in the appropriate folder and the Event Log in Workflow Administration sees the change and marks the rule as true but then fails to start any workflow with no errors or issues I can see.

Changing the field back to the original state and having the user make the appropriate change again will prompt a Starting Rule check in the Event Log and will sometimes start the Workflow so it is not just a specific entry that is the issue.

Below are screenshots of the Event Log for one entry that failed to start regardless of the True status of the Starting Rule and the second screenshot is a search Workflow showing no workflows ran with the matching ID. I can provide more screenshots if needed.

Any and all help would be greatly appreciated.

2020-10-06 13_51_23-Window.png (31.76 KB)

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2020-10-06 13_52_02-Window.png (21.17 KB)

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replied on October 6, 2020

There may be more information in the server error log (WF Admin Console\Monitoring\Error Logs\Current errorlogs\error.log).

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View 6 previous replies

replied on October 6, 2020

I've checked, there is a single unrelated error in the log for today, is there anywhere else I could potentially find an error that could lead to getting this resolved?

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replied on October 7, 2020

bumping this cause we are stalled out currently until I can get this fixed. Is there maybe a support number for LF I could call to work with someone there?

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replied on October 7, 2020

Yes, a support case is probably the best way to continue here. You would have to go through your solution provider to open a case with Tech Support, but I'll ask our support engineers to ping them from our side too.

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replied on October 7, 2020

I'll reach out to my solution provider, thanks

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replied on October 7, 2020

Assuming something is broken, do you know what feature we could tell support is not working?

I am baffled as to how a starting condition can show as evaluated to [True] at the top level and no workflow shows in the history as being started. I could see if no workflows were starting at all because the service was offline, but workflows, including the one we are troubleshooting are starting without issue.

If I take this to support, it will not be prepared in a way that they can easily understand. I need to make it as clear as possible what is broken when starting the case with them.

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replied on October 7, 2020

Chad,

If you end up creating a support case for this matter, you can refer to https://support.laserfiche.com/kb/1013989/workflow-10-technical-support-checklist for the information to provide initially. You can also refer back to this Answers thread for any additional context that may be needed.

Regards

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replied on October 7, 2020

I think we found the problem. They are testing now to verify. There was an error code in the communication log [0639-WF1] although there was only 1 error from yesterday at an odd time when we were not testing. And many tests were done throughout the day reproducing the issue multiple times.

But after looking up the details on this error we found that there is a configuration for Single Instance Mode, which only allows 1 instance of a workflow to be running at once. This sure sounds like the only reason a workflow would not start when the starting condition evaluates to true.

Sure enough the workflow had this enabled, so we disabled it.

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replied on October 7, 2020

From testing yesterday it seems that while the option should only allow a single instance to run it was accepting two from a batch-processed at the same time, at this moment I currently only have two awaiting approval so I have them waiting until they receive a third so this can be tested.

As a side note, this option was turned on on every workflow I have made or changed in the last week or two yet I never enabled it, is there some way that these could have been check via a workflow process or something else, I would like to make sure this doesn't happen again in the future if possible.

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replied on October 7, 2020

It sounds like somebody accidentally changed it the default behavior instead of changing it just for one workflow. Anything created after that, including workflows that are published but not enabled would inherit that flag.

You will want to make sure the default is correctly set and any existing workflow definitions have also been fixed. You can see what was created recently from the Audit History under the Workflows node.

Workflow doesn't currently audit changes to its settings. However, they do require administrator rights to edit, so you may be able to tell who the possible users are from the security node.

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Workflow does not always start when starting rule is true.

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