I’m investigating an issue in IdentityIQ where the approval work items are completed, but the WorkflowCase does not move forward, even after running Perform Identity Request and Perform Maintenance.
The request appears approved, but the case remains stuck/orphaned and does not continue to provisioning.
Has anyone seen this behavior before, and what objects or logs would you recommend checking to identify the root cause?
One thing to check is whether the workflow is using any custom rules, scripts, or workflow steps. If a rule throws an exception or fails during execution, the WorkflowCase can remain stuck and never move to provisioning.
Also, verify that there are no pending or orphaned WorkItems or Tasks related to the WorkflowCase. If a WorkItem was manually deleted or became inconsistent, the workflow may continue waiting for a completion event that will never occur.
I would recommend checking:
The WorkflowCase XML to see which step it is currently stuck on.
Any custom rules invoked by the workflow.
Workflow and application logs for errors or exceptions.
Related WorkItems and IdentityRequest objects for any incomplete or inconsistent state.
The WorkflowCase state usually provides a good clue as to whether it is waiting for an approval, task completion, or a workflow transition that did not execute properly.
In my case, the behavior is that the request gets stuck at the approve and provision step, and even after the approval is completed, the request does not move forward.
What is even stranger is that the access is being provisioned in the target application, but the workflow never finishes, which leaves this inconsistency in the environment.
I was thinking about creating a custom rule to reprocess the request in these cases. Is there any other recommended way to handle situations like this?
in your perform maintenance task, check if process background threads section checbox is selected.
Also can you please check for all of these identity request if workflow case is stuck, can you try clearing the workflow case and then trigger the perfom task to see if it is processing.
@leo_22 In your stuck workflow case, there is a current step id at line 4, copy that and search it across your workflow case to see which step is causing the issue. If this is happening with all the workflow cases, you might want to review that particular step and fix it.
