Troubleshooting
First checks
Escalation
Troubleshooting: Stuck Workflow
Use this guide when an approval, task, automation, SLA, request, transfer, adjustment, or exception is not moving to the next step.
A workflow can appear stuck when it is waiting for a person, missing information, blocked by a condition, overdue, assigned to an inactive user, or already completed under a different status. Start by identifying the current step and assigned owner.
First Checks
- Open the source record, such as request, adjustment, PO, transfer, invoice, or workflow task.
- Check current status, current step, assigned user/team, due date, and last activity.
- Confirm required fields, attachments, comments, or approvals are complete.
- Check whether the assigned approver or task owner is active and has access.
- Look for a return-for-correction, rejection, cancellation, or closed status.
- Ask the process owner or organization admin to reassign if the owner is unavailable.
Common Causes
| Cause | What To Check | Action |
|---|---|---|
| Waiting for approver | Assigned user, due date, and notification status. | Remind, reassign, or escalate. |
| Missing information | Required fields, attachments, amount, warehouse, vendor, or reason. | Return for correction or complete details. |
| Wrong condition path | Amount, branch, role, status, or category caused unexpected routing. | Ask admin/process owner to review rule. |
| Inactive user | Approver or task owner left team or lost access. | Organization admin should reassign. |
| Record locked | Cancelled, closed, posted, paid, received, or synced status. | Follow correction or exception process. |
Common Mistakes
- Creating a duplicate request instead of resolving the stuck one.
- Chasing the wrong approver because the current assignee was not checked.
- Approving outside AWRA and leaving the workflow unchanged.
- Ignoring required attachments or comments.
When To Escalate
- The workflow blocks sales, receiving, procurement, payment, or reporting deadlines.
- The assigned owner is inactive or cannot access the task.
- The same workflow gets stuck repeatedly.
- Status does not change after the required action is completed.
Support format: Include workflow name, source record, current status, current step, assigned user, expected next step, and last action taken.
Support escalation
Open support guide
Need help with this topic?
Capture the module, record number, branch or warehouse, user, visible message, and what you expected to happen before contacting support.