We’re experiencing an issue with overtime approval workflows in AM 2023.1. Operators are submitting overtime requests through the labor management module, but the approvals are getting stuck in ‘pending’ status indefinitely. No approval notifications are being sent to supervisors, and the requests just sit there until we manually intervene.
This is causing significant payroll delays since our policy requires pre-approved overtime before processing payments. We’ve checked that the workflow is active and the approver assignments look correct in the configuration. The workflow worked fine until about two weeks ago, and we haven’t made any configuration changes that we’re aware of.
The workflow engine logs don’t show any errors - the requests simply aren’t progressing to the approval step. Has anyone encountered workflow notification issues in the labor management module?
Had a similar case last month. The issue was with the workflow state transition configuration. Even though the workflow showed as ‘active’, the transition from ‘submitted’ to ‘pending approval’ had a condition that was evaluating to false, preventing the state change. Check your workflow template’s transition rules - there might be a condition checking for a field value or permission that’s no longer being met.
I’d also verify the approver assignments are still valid. Sometimes when user accounts are modified or roles change, the workflow loses the link to the approver. Go into the workflow configuration and check if the approver field shows a valid user name or if it’s blank/showing an error. In AM 2023.1, there’s a validation tool under Workflow Engine > Configuration Validator that checks for broken approver references.
Empty notification queue when you have pending approvals is definitely suspicious. That suggests the workflow isn’t even attempting to create notification tasks. Check the workflow template itself - specifically the notification rules section. In AM 2023.1, there’s a setting for notification trigger conditions. If someone accidentally changed the trigger from ‘On State Change’ to ‘Manual Only’, notifications won’t generate automatically. Also verify the workflow has the correct permission to query the user directory for approver email addresses.
First thing to check - verify your notification service is actually running. In AM 2023.1, the workflow notification engine runs as a separate service that can stop without triggering obvious errors. Check the service status in your application server console. Also look at the workflow engine’s notification queue - if it’s building up with unsent notifications, that confirms the service is down.