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Workflow Monitor Agent Is Failing With Errors SBL-SRB-00047: Could not route message to WfProcMgr (Doc ID 2703519.1)

Last updated on AUGUST 25, 2020

Applies to:

Siebel Call Center - Version 16.19 [IP2016] and later
Information in this document applies to any platform.
In our Siebel IP2016 TEST environment, we have two workflow policies that are part of the same workflow policy group and both call separate workflow processes. Currently, the conditions defined for both the workflow policies appear to be triggering as expected and we see the relevant records in the S_ESCL_REQ table. The problem is that they never get picked up and processed by the custom workflow policy monitor component assigned to their workflow policy group. We have attempted a number of different things to resolve this issue including:
1. Dropping/regenerating triggers, then restarting the Siebel Server services.
2. Reviewing all the parameters defined for the custom workflow policy monitor component to ensure they are consistent with what is set and working in our DEV environment. All parameters were correctly defined in the Siebel IP2016 TEST environment based on this comparison.
3. Dropping the triggers, deleting and recreating the two workflow policies and the two associated workflow policy actions, regenerating triggers, then restarting the Siebel Server services.

None of the above measures fixed the issue, we still see the escalations inserted in the S_ESCL_REQ table, as expected, but do not see them processed and transferred to the S_ESCL_LOG table as expected. We are seeing the following error in the component log:

SBL-SRB-00047: Could not route message to WfProcMgr with registered key (null).

Symptoms

On : 16.19 [IP2016] version:


When attempting to use workflow policies they never get picked up and processed by the custom workflow policy monitor component assigned to their workflow policy group, and
the following error occurs:

SrmLayerLog Error 1 000000075f3d0aec:0 2020-08-19 15:06:12 (srbroute.cpp(2186) err=3735587 sys=0) No server available to service this request.
SrmLayerLog Error 1 000000075f3d0aec:0 2020-08-19 15:06:12 (srbmsgfn.cpp(397) err=3735599 sys=0) Could not route message to WfProcMgr with registered key (null).
GenericLog GenericError 1 000000075f3d0aec:0 2020-08-19 15:06:12 (srmconn.cpp (3091) err=3735599 sys=126) SBL-SRB-00047: Could not route message to WfProcMgr with registered key (null).


SRBroker and other components are up and running without any issues

Changes

 none

Cause

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In this Document
Symptoms
Changes
Cause
Solution
References


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