The customer noticed that if they try to put a ticket "on hold" or "close" it, they don't get an email notification that it happened.
The On Hold & Resolved paths of the project create a message file stored in the WorkflowResponseQueue on the file system. The WorkFlow server needs to process this message file for the incident to proceed.
We discovered an old WorkFlow message in the "Message" table that appeared 270+ days after its associated incident was closed. This old message was blocking the WorkFlow server from processing messages. The customer needed to remove the old message from the Message table and the files in the WorkflowResponseQueue started processing.
ServiceDesk 8.1 RU5
The following steps are provided as a reference of what to do in one of the possible scenarios that could apply to this situation. Deleting records out of the database without understanding the associations on that data and tables could cause leaving orphaned references.
161432 "Incident Management Timeouts and Escalations Fails to Process Messages Despite Being Configured Correctly"