Some of our calls are failing to mark the response timer, even though the business process starts and then should end the response timer. This example is from one of our calls raised today by an analyst and when I check the Executed Processes in this business process it clearly shows that the timer has been started and that the flow has passed through 'Mark Response Timer'. However, the response is still apparently outstanding and we have no way to manually change this to mark the correct response time.
If anyone has an explanation for why this is occurring or what we need to do to fix it I'd appreciate it.
0.000009s INFO Workflow processing started, processId=BPM20201111000020 workflow=com.hornbill.servicemanager/mkc-incident-process (revision=27, type=businessProcess)
1.302545s INFO Process Flow Transition from 'Set status to New' (id=flowcode-4e21ffbe-e6cd-4ade-c456-6841d6fa569f, type=HornbillAutomatiomn) to 'Start Response Timer' (id=flowcode-285a5c9b, type=HornbillAutomatiomn)
1.627795s INFO Execution Step: currentStage='s1', currentNode='flowcode-285a5c9b', suspended='false'
1.627839s INFO Unsuspending process at node 'Start Response Timer' (id=flowcode-285a5c9b)
7.799079s INFO Unsuspending process at node 'Start Response Timer' (id=flowcode-285a5c9b)
7.799092s INFO Process Flow Transition from 'Start Response Timer' (id=flowcode-285a5c9b, type=HornbillAutomatiomn) to 'Start Resolve Timer' (id=flowcode-0c9da96b, type=HornbillAutomatiomn)
16.389093s INFO Process Flow Transition from 'Set Status to open' (id=flowcode-e0573962-66db-4fae-54a5-a3344d0bd44b, type=HornbillAutomatiomn) to 'Mark Response Timer' (id=flowcode-4e2d786b, type=HornbillAutomatiomn)
16.616713s INFO Execution Step: currentStage='s1', currentNode='flowcode-4e2d786b', suspended='false'
16.616743s INFO Unsuspending process at node 'Mark Response Timer' (id=flowcode-4e2d786b)
17.537175s INFO Unsuspending process at node 'Mark Response Timer' (id=flowcode-4e2d786b)
17.537193s INFO Process Flow Transition from 'Mark Response Timer' (id=flowcode-4e2d786b, type=HornbillAutomatiomn) to 'Next Stage' (id=nextstage-d2f5f2e4-7f35-29ce-1c86-046e37a2039e, type=StageComplete)
Call shows response is still outstanding: