Workflow is not getting triggered in our environment.

Products

• Clarity PPM SaaS
• Clarity PPM On Premise

Issue/Introduction

We have a workflow which is not getting triggered even though the idea is meeting the start options criteria. We are not sure why this is happening.

Cause

ERROR 2024-03-27 08:13:46,207 [NMS Message Receiver] bpm.eventmgr (clarity:user_id:-1:none) () Error in onMessage.
org.xml.sax.SAXParseException; lineNumber: 40; columnNumber: 576; Character reference "&#11" is an invalid XML character.
    at org.apache.xerces.parsers.DOMParser.parse(Unknown Source)
    at org.apache.xerces.jaxp.DocumentBuilderImpl.parse(Unknown Source)
    at com.niku.union.bpm.eventmgr.Event.getMessageDocument(Event.java:73)
    at com.niku.union.bpm.eventmgr.Event.<init>(Event.java:43)
    at com.niku.bpm.eventmgr.BusinessProcessEventManagerImpl.onMessage(BusinessProcessEventManagerImpl.java:662)
    at com.niku.bpm.eventmgr.messageserver.MessageServerImpl.processMessages(MessageServerImpl.java:1282)
    at com.niku.bpm.eventmgr.messageserver.MessageServerImpl.runMessageReceiver(MessageServerImpl.java:1226)
    at com.niku.bpm.eventmgr.messageserver.MessageServerImpl$1.run(MessageServerImpl.java:166)
    at java.base/java.lang.Thread.run(Thread.java:833)

Resolution

This is due to one of the attributes having an invalid characters.

To identify which attribute can cause this issue below steps can be followed, if SaaS customer open case with support for assistance:

1. Reproduce the behaviour by triggering an update to idea instance to ensure process start condition is met.

2. Query nms_messages table (note messages will be in the table for 2 hours only) and check message column as it would contain attribute values that system is attempting to evaluate. Note object_id in the nms_messages table should correspond to idea instance id.

3. Copy content of the message attribute into Notepad and inspect values to spot any attributes with characters mentioned in the error above.

4. Once identified correct the value of the attribute and attempt to make update to idea instance to initiate the workflow.