Troubleshooting

If a workflow isn't working as expected, use this information to identify the cause and resolve the issue. The recommended actions can help you fix problems with task assignments, customer creation, and AI-powered validation checks.

General issues

This table provides information to help you troubleshoot common workflow issues:

Issue Possible cause Resolution
User receives a task but does not receive an email notification. Email notifications are disabled. Check the configuration in ION Configuration > ION Service > Properties > Activities Engine > Send E-mail.
Tasks are not distributed to users. The user is not assigned to the correct group. Verify that the user is assigned to the appropriate group in Infor Security.
The workflow does not start. The required security role is missing. Verify that the user is assigned to a security role listed in the Granted To column for both the START and MANAGE workflow authorizations in ION > Authorizations > Workflow Authorization.

Enhanced feature issues

This table provides information to help you troubleshoot issues with Customer Duplicate Detection (CDD) or Customer Compliance Check (CCC) workflows:

Issue Possible cause Resolution
CDD or CCC returns a value of -1 or approves the request unexpectedly, even though a matching customer is identified. Infor AI or Coleman AI endpoint is not deployed or is not in service. Verify that the Infor AI or Coleman AI endpoint status shows INSERVICE.

See Verifying AI endpoint status.
CDD or CCC returns unexpected results. Endpoint names do not match in the API Flow. Verify that the endpoint names in the API Flows match the deployed Quest endpoint names.
The workflow does not run the enhanced path. Use_Enhanced_Version is set to False. Ensure that Use_Enhanced_Version is set to True when the workflow starts.
The request is automatically rejected even though the customer is legitimate. The CCC threshold is too low or the sanctions list is too broad. Increase the Compliance_Similarity_Threshold or review the CCC training dataset.
CDD routes a request to approval even though the customer is clearly not a duplicate. The CDD threshold is too low. Increase Duplicate_Similarity_Threshold to filter out low-confidence matches.
Customer creation fails after approval. The M3 API is not registered in the ION API Gateway. Register the CRS610MI APIs Add, ChgBasicData, and ChgFinancial in the ION API Gateway.
Customer creation returns an error. Invalid data or template. Ensure that the Customer_Template value matches an existing M3 template and verify that all required fields are populated.
A script error occurs during an AI check. Unexpected JSON structure. Verify that the API response format matches the expected script parsing logic and ensure that the API Flow is active.
A preliminary customer is not in 20-Activated status. A sub-workflow task was rejected. Verify that both the Customer Service and Accounts Receivable tasks were completed with Done.
A preliminary customer is not in 20-Activated status. Service account issue. Verify that the service user connected to the service account used by the workflow is an M3 user and has access to the required APIs.