troubleshooting · 2.x · published 01/08/2026 · updated 14/08/2026
Triage guide: cases stuck in Workflow Engine transitions
How to distinguish a product-layer workflow stall from custom-integration and data causes before raising an L3 ticket.
Symptoms / use case
Cases remain in a transition state; no error in the application UI; workflow history shows the last step completed.
Check the workflow engine queue depth and the transition audit log first. If the engine log shows the transition dispatched but the case state never advanced, capture the case ID, workflow version, and engine log excerpt — that combination indicates a product-layer issue and belongs in an L3 ticket.