Error: FLOW_UNKNOWN_PATH causes blocked process in CA Process Automation due to emojis

Products

• CA Process Automation Base
• Process Automation Manager

Issue/Introduction

A CA Process Automation (PAM) workflow enters a "Blocked" state and ceases processing. The <PAM Install Folder>\wildfly\standalone\log\c2o.log contains FLOW_UNKNOWN_PATH log events immediately preceding the FLOW_BLOCKED status. This behavior occurs during complaint registration (e.g., via the Sunwai mobile application) when users submit data containing emojis or when input categories do not match the expected values in the workflow logic. Complaints accumulate in the process automation layer instead of proceeding.

For example, from <PAM Install Folder>\wildfly\standalone\log\c2o.log:

<date> <time> INFO  [com.optinuity.c2o.workflowengine.WorkflowManager] [########] Updating completed service results for the service operation: <process name>; ROID: ########
<date> <time> INFO  [com.optinuity.c2o.workflowengine.WorkflowManager] [########] Flow ######## Log Event: [FLOW_UNKNOWN_PATH]
<date> <time> INFO  [com.optinuity.c2o.workflowengine.WorkflowManager] [########] Inside processEnableIcons RootID is #########
<date> <time> INFO  [com.optinuity.c2o.workflowengine.WorkflowManager] [########] Flow ######## Log Event: [FlOW_BLOCKED]

Environment

• CA Process Automation 4.x
• ITPAM 4.4

Cause

The FLOW_UNKNOWN_PATH error indicates a logic break. When an operator encounters an exception—such as a character encoding failure from an emoji or a logic mismatch—and the "Failure" or "Exception" port is not connected to a subsequent step, the engine cannot determine the next path. Emojis are a known limitation in standard string processing for some PAM versions and require sanitization.

Resolution

To prevent workflows from becoming blocked, ensure the process design accounts for all execution outcomes:

1. Map Failure Transitions: Open the process definition in the PAM Designer. Inspect operators handling external input. Ensure a transition line exists from the Failure port to an error-handling step (e.g., a "User Prompt" or "Email" notification).
2. Implement Data Sanitization: Add a Run JavaScript operator at the start of the workflow. Use encodeURI() or a regex replace method to remove or transform emojis.
3. Define Default Paths: In Switch or Case operators, define a Default transition to catch inputs that do not match predefined criteria.
4. Verify Encoding: Confirm the PAM Orchestrator is running on a supported JDK configured for UTF-8.