We recently upgraded to AQP 2022.1 and now incident records are stuck at manager approval stage. The workflow state machine shows active status but incidents won’t progress past Manager Review state even when approved.
I’ve checked the workflow state configuration and role-based permissions seem intact. The escalation chain is configured correctly in the workflow designer. However, I’m wondering if there’s a cache issue or permission inheritance problem after the upgrade.
WorkflowState: MANAGER_REVIEW
Status: ACTIVE
AssignedRole: QMS_MANAGER
Transition: APPROVED -> stuck, not moving to QUALITY_REVIEW
This is blocking critical incident processing. Has anyone experienced workflow state transitions failing after an AQP upgrade? Need guidance on validating the state machine configuration and clearing any cached workflow data.
Adding to Mike’s point about permissions - also check the workflow engine cache. After upgrading, you need to force a cache rebuild. Go to System Configuration > Workflow Engine and click ‘Rebuild Workflow Cache’. This regenerates the state machine runtime instances. We had incidents stuck for two days until we discovered the cache wasn’t invalidated during our 2022.1 upgrade.
Good catch on the cache! I rebuilt it but still seeing the issue. However, I did find something interesting - when I check the incident escalation chain configuration, the manager approval step shows ‘Role Assignment Pending’. This might be the root cause.
I’ve seen this exact issue after AQP upgrades. The workflow cache doesn’t always invalidate properly during the upgrade process. First thing to check is whether the workflow state machine XML configuration got modified during upgrade. Navigate to Admin > Workflow Configuration and export your incident workflow definition to compare against your pre-upgrade backup. Look specifically at the transition rules and role mappings for the MANAGER_REVIEW state.