This article explains a simple yet powerful way to troubleshoot situations where an order fails to pass through a workflow. If you're checking an order and notice that no workflow is associated with it, this usually points to a misconfiguration in the workflow settings. You’ll learn how to diagnose this issue by inspecting the order's event history and adjusting your workflow setup accordingly to ensure seamless processing.
How to Troubleshoot When an Order Doesn’t Follow a Workflow
Sometimes, you may notice that an order hasn’t been processed through a specific workflow — and it’s not immediately clear why. Here’s how you can identify the problem and resolve it.
Step 1: Check the Order in Manage Orders
Go to the Manage Orders page and select the order you want to inspect.
In the workflow column, if no workflow name appears, this means the order hasn’t successfully passed through any configured workflow.
Step 2: Review the Event History
Open the order and go to the Print Jobs section.
From there, click into Event History.
Look for an event that shows the workflow service tag being added and then removed.
If the tag was removed shortly after being added, that means the order tried to enter a workflow but didn’t meet the necessary conditions and was rejected.
Fixing Workflow Configuration Issues
This issue often stems from incorrect or incomplete workflow settings. To fix it:
Go to the Workflows page.
Select the workflow that should apply to the order.
Click Edit and open the Workflow Settings in the top-right corner.
Make sure the workflow is enabled.
Carefully review and select all relevant criteria under settings.
For example, if the order has a coating type like anti-scuff matte and this isn’t selected in the workflow settings, the order won’t qualify and will be excluded from the workflow.
Key Tip for Effective Troubleshooting
Always double-check that your workflow settings align with the types of orders being processed. Missing criteria — even a single unchecked box — can prevent orders from being routed correctly.
FAQ
Why was the workflow service tag removed from the event history?
This happens when the order was initially picked up by the workflow engine but was later excluded due to unmet conditions.
How can I tell which criteria are missing in the workflow settings?
Compare the order details (like product type, coating, etc.) with the selected settings in your workflow. Anything not matched will cause the order to be skipped.
Can I recover an order that didn’t go through a workflow?
Yes. After correcting the workflow settings, you can often reprocess or manually assign the order to a workflow depending on your system’s capabilities.
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