Troubleshooting and FAQ
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Troubleshooting and FAQ

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Article Overview

This article describes how to configure a workflow. It starts by detailing how to create roles and how to add steps and configure them. The article also explains how to create automatic output communication channels and how to perform workflow related troubleshooting.

Troubleshooting

The following section describe common troubleshooting scenarios for different areas of the Builder.

Process Manager 

Table 1 describes malfunctions that may occur when trying to add business groups and processes. The table also describes the reason/s for the malfunctions and provides possible solutions.

NOTE
All links in the Solution/s column redirect to different sections in the Builder Overview article.

Table 1: Process Manager Troubleshooting

NumberMalfunction Reason/sSolution/s

1


Cannot Add a new process

  • A business group is not selected
  • Another process with the same name already exists within the business group

Add a new process as described in the Add a new Process section

2


Cannot find a process

Then search is done within a business groupClick the All business group and then perform the search

3


Cannot Add a new business group

Another business group with the same name already existsAdd a new business group as described in the Add a new Business Group section

Webflow

Table 2 describes malfunctions that may occur when trying to create a Webflow, adding components, and editing properties. The table also describes the reason/s for the malfunctions and provides possible solutions.

NOTE
All links in the Solution/s column redirect to different sections in the Building a Webflow article.

Table 2: Webflow Troubleshooting

Number

Malfunction 

Reason/s

Solution/s

1

Cannot create a new Webflow

  • The Webflow URL or name are empty
  • The Webflow URL contains uppercase letters and/or spaces
  • The Webflow URL already exists

Create a new Webflow according to the instructions described in the How to Create a Webflow section

2

Some Components are missing, or their design is incorrect

The wrong theme is selected

Select the appropriate theme according to the instructions described in the Selecting a Theme section

3

The components in the grid displayed in the wrong direction

The properties of the Grid component are not set correctly

Set the properties of the Grid component. Read the details described in the Containers Components Properties article

4

Problem displaying the Webflow on a mobile device

The direction property of the Grid component is not set correctly

Set the properties of the Grid component. Read the details described in the Containers Components Properties article

5

Cannot add certain components like buttons, Multiple Choice, and other components to the canvas

Must of the components can only be add onto a Main Page, Greeting Page, and Container components

Add components according to the instructions described in the Adding Components section

6

The buttons on the Main Page do not appear

The buttons properties of the Main Page are not set correctly

Set the button properties of the Main Page component. Read the details described in the Page and Sections Components Properties article

7

The Co Browsing button does not appear

The co browsing property of the Main Page are not set correctly

Set the co browsing property of the Main Page component. Read the details described in the Page and Sections Components Properties article

8

The value of the Radio Question options is not returned correctly

The Text and the Value of the Radio Question component options do no match

Set the options of the Radio Question component. Read the details described in the Multiple Choice Components Properties article

9

The image for the Dynamic Image component does not exist

  • The image was not uploaded to the selected theme beforehand
  • The wrong theme is selected
  • Upload the images to the theme (for additional assistant with the theme please contact our support team)
  • Select the appropriate theme according to the instructions described in the Selecting a Theme section

10

The Br Component height is not applied

The height of the Br component is not written correctly

The height of the Br component must contain a number followed by px, for example: 10px. For additional information see the Other Components Properties article

11

Cannot upload files

The file type is not written in the acceptFileTypes property

Write the type of the file in the acceptFileTypes property. For additional information see the Other Components Properties article

12

The text direction of the Text Input component is wrong

The textDirection property of the Input Text component is not set to the appropriate direction

Set the appropriate text direction. For additional information see the Other Components Properties article

13

There is a limit on the number of characters allowed to input into the Text Input component

The maxLength property of the Input Text component is not set to the appropriate direction

Set the appropriate maximum length. For additional information see the Other Components Properties article

14

The numbering of the Progress Bar Steps is wrong

The numbering steps of the Progress Bar component have an offset of +1

Set the first step of the Progress Bar component to zero. For additional information see the Other Components Properties article

15

The Preview component prevents from deploying the Webflow

The Preview component must be connected to a PDF form

Connect the Preview Component to a PDF form. For additional information see the Other Components Properties article

Model

Table 3 describes malfunctions that may occur when trying to create transaction data items, associate transaction data items with Webflow components, and enforce logic. The table also describes the reason/s for the malfunctions and provides possible solutions.

NOTE
All links in the Solution/s column redirect to different sections in the Setting up the Model article. 

Table 3: Model Troubleshooting

Number

Malfunction 

Reason/s

Solution/s

1

Cannot create a transaction data item

The name of the transaction data item is not written according to the rules


Create the transaction data item and provide a name according to the rules described in the How to create a Transaction Data Item? section

2

Transaction data items that need to be nested inside an object type transaction data item are not

  • The object type transaction data item is not set to object
  • The transaction data items were created outside the object type transaction data item

  • Set the type of the transaction data item to object as described in the How to Create Transaction Data Items? section
  • Drag the transaction data items inside the object type transaction data item to restructure them as described in the Field Types article

3

Cannot associate a Webflow component with a transaction data item

  • The name of the transaction data item is not written according to the rules (when creating through the Properties section)
  • No transaction data item was selected through the Model main screen

Associate the Webflow component with the required transaction data item as described in the How to Associate Webflow Component with a Transaction Data Item?  section 
4

Autocomplete does not work

The Autocomplete Service is not connected to an integration

Configure the Autocomplete Service as described in the Values article



5

A user can input information instead of choosing one a Multi-option (Static) value

The Multi-option (Static) is not used to validate


Set the Multi-option (Static) to Also use to validate as described in the Values article
6

Cannot find the required transaction data items to connect to the Model (Computed (Service))

Transaction data item is nested inside an objectLocate the transaction data item according to the rules described in the Values article
7

Cannot find the required transaction data items to use as alias (Computed (Inline))

8

Cannot find the required transaction data items to use as dynamic fields (Expression)

Transaction data item is nested inside an object


Locate the transaction data item according to the rules described in the Values article


9

Cannot find the required transaction data items to use as a condition selector (Expression, Condition)

10

Computed (Service) does not work

  • The Computed (Service) is not connected to an integration
  • The parameters of the integration are not connected to the Model
  • The transaction data items connected to the parameters of the integration are not Autocomplete

  • Configure Computed (Service) as described in the Values article
  • Connect the parameters of the integration to the Model as described in the Values article
  • Verify that the transaction data items connected to the parameters of the integration are Autocomplete as described in the Values article

11

Creating a condition with two or more logical expressions does not work as expected (Expression, Condition)

An operation between the logical expressions is not set or not set correctly

Set the operation between the conditions as described in the Conditions article


12

Validation is missing

The validation is not located in the Validations screen

Please contact our support team
13

Validation is added but not implemented

The validation was added but the adding process was not completer or failed

Add the validation again until theicon appears next the name of the transaction data item as described in the Validations article   
14

Cannot add roles and access permissions

Roles are not created

Create roles as described in the Configuring a Workflow article

PDF

Table 4 describes malfunctions that may occur when trying to create new PDFs, define new PDF fields and connect them and the PDF pages to the Model. The table also describes the reason/s for the malfunctions and provides possible solutions.

NOTE
All links in the Solution/s column redirect to different sections in the Creating and Defining a PDF article. 

Table 4: PDF Troubleshooting

Number

Malfunction 

Reason/s

Solution/s

1

Cannot create a new PDF

The name of the new PDF already exists

Create the new PDF and provide a new name as described in the Creating a PDF Form section

2

Cannot deploy the digital process

A PDF is not attached to the Preview component

Attach a PDF form to the Preview component as described in the PDF Output Example section

3

The digital process is stuck on generating a preview

The PDF fields are not connected to the Model properly

Connect the PDF fields PDF to the Model as described in the How to define and Connect PDF Fields? section

4

The PDF does not display any Output

The PDF fields are not connected to the Model properly

Connect the PDF fields to the Model as described in the How to define and Connect PDF Fields? section

5

The PDF pages are not behaving according to the implemented Model logic

The Pages of the PDF are not connected to the Model properly

Connect the PDF pages to the Model as described in the Connecting PDF Pages to the Model section

Workflow

Table 5 describes malfunctions that may occur when trying to create transaction data items, associate transaction data items with Webflow components, and enforce logic. The table also describes the reason/s for the malfunctions and provides possible solutions.

NOTE
All links in the Solution/s column redirect to different sections in the configuring a Webflow article. 

Table 5: Workflow Troubleshooting

Number

Malfunction 

Reason/s

Solution/s

1

Cannot add a role to a step

Roles are not created

Create roles as described in the Creating Roles sections

2

Creating two or more conditions does not work as expected

An operation between the condition is not set or not set correctly

Set the operation between the conditions as described in the Adding Step conditions section

3

Recipients are not receiving Email or SMS (output communication channels)

The wrong environment for the recipients is set

Configure the Email/SMS communication channel as described in the Start Phase section

4

The email/SMS is received by the recipients but does not contain a link to the digital process

The {{link}} is missing

Configure the Email/SMS communication channel as described in the Start Phase section

5

An Auto-reminder is not sent

The trigger and the time of the auto-reminder is not set

Configure the Email/SMS communication channel as described in the Auto-Reminder Phase section

Journey Sender

Table 6 describes malfunctions that may occur when trying to create a Webflow, adding components, and editing properties. The table also describes the reason/s for the malfunctions and provides possible solutions.

NOTE
All links in the Solution/s column redirect to different sections in the Journey Sender article. 

Table 6: Journey Sender Troubleshooting

Number

Malfunction

Reason/s

Solution/s

1

The Journey Sender feature does not appear on the main screen of the Builder platform

The feature is not enabled

Please contact our support team

2

Cannot add components from the Webflow to the Agent screen

The theme of the Webflow does not match the theme of the Journey Sender

Set the theme of the Journey Sender to match the theme of the Webflow as described in the Step 2: Build the Journey Sender section

3

Added components to the canvas of the Journey Sender do not appear when the Journey Sender is viewed

The components are not connected to the Model

Add components and connect them to the Model as described in the Step 2: Build the Journey Sender section

4

There are no digital processes to select from the Journey Sender

  • The Select Process Dropdown component is not connected to the processId data item
  • The processes/business groups are not selected correctly on the Manage Agent Groups window
  • The wrong agent group is set as default

5

After selecting a digital process, dynamic fields do not appear

  • Components from the Webflow were not added to the Agent Screen
  • A deployment process from the Agent screen did not occur 
  • The Agent From Specific Fields component is not added to the canvas of the Journey Sender

6

No action buttons (submit, fill out) appear on the Journey Sender

The properties of the Main Page component added to the canvas of the Journey Sender are not sent

Set the properties of the Main Page component as described in the Step 3: Set the Properties of the Main Page section

7

The Journey Sender deployment process failed

There are deployment errors preventing the deployment

Perform the steps describe in the Step 4: Deploy and View the Journey Sender section, if the errors proceed see the Deploying and Viewing a Digital Process article for additional details

8

A link to the digital process that was initiated through the Journey Sender was not sent to the wanted recipients

The Workflow Manager of the digital process does not contain a step with a configured start phase communication channel output (email or SMS)

Configure the Workflow Manager of the digital process with a step containing a start phase communication channel output (email or SMS), for additional information about the Workflow Manager, see the Workflow Manager Overview and the Configuring a Workflow articles

9

Cannot select specific processes/business groups using the Manage Agent Groups window

The All Processes checkbox is checked

Uncheck the All Processes checkbox and select specific processes/business groups as described in the Manage Agent Groups section

10

The Journey Sender restarts whenever it is sent

The Send Another option is disabled

Set the toggle to Send Another as described in the Manage Agent Groups section

11

There is not data collaboration between the Model of the Journey Sender and the Model of the Webflow

The metadata tagging is not set currently

Retag the data items of the Models as described in the Data Collaboration Between Models section

FAQ

The following sections describe frequently asked questions and answers about different areas in the Builder. 

Question 1 - Restoring Versions

Can I restore different Builder layers to a previous version?

Answer

(See Figure 1 to Figure 4)

Yes it is possible to restore Builder layers to a previous version by using the Versions button, for example:

Figure 1: Accessing the Model Layer

  1. Access the required layer, for example, the Model (1).

Result:

The Model screen appears:

Figure 2: Accessing the Model Layer

  1. Click the Versions button (2).

Result:

The Version History window appears:

Figure 3: Version History Window

  1. Locate the required version from the list.
  2. Click the three dots (3).

Result:

Different options appear:

Figure 4: Restore Option

  1. Click the Restore option(4).

Result:

The previous version is restored.

Question 2 - Comparing Versions

Can I compare different versions of Builder layers?

Answer

(See Figure 5 to Figure 9)

Yes it is possible to compare Builder layers versions,  for example:

Figure 5: Accessing the Model Layer

  1. Access the required layer, for example, the Model (1).

Result:

The Model screen appears:

Figure 6: Accessing the Model Layer

  1. Click the Versions button (2).

Result:

The Version History window appears:

Figure 7: Version History Window

  1. Locate the required version from the list.
  2. Click the three dots (3).

Result:

Different options appear:

Figure 8: Compare Option

  1. Click the Compare option(4).

Result:

The Version Comparison window appears, and the selected version is compared to the current version, for example:

Figure 9: Compare Option

Question 3 - View a Process Last Changes

Can I view a summary of a process's last changes?  

Answer

(See Figure 10 to Figure 13)

Yes it is possible to view a summary of a process's last changes, for example:

Figure 10: Process Manager Screen

  1. Access the Process Manager screen.
  2. Locate the desired process by clicking its business group (1) first or by searching it (2).

Figure 11: Three Dots

  1. Hover above the process and click the three dots (3).

Result:

Different options appear:

Figure 12: Last Changes

  1. Click Last Changes (4).

Result:

The Items Last Modified Info window appears:

Figure 13: Items Last Modified Info Window 

  1. Click on the sections (5).
  2. View the information (6):
    1. Name (Form/Webflow/Model/Translation/Salesforce).
    2. Date and time of creation.
    3. Date and time of last modification.
    4. The name of the user who perform the modification.

Question 4 - Missing Navigation Bar Items

(See Figure 14)

What can I do if some options are missing from the navigation bar?

Figure 14: Missing Options from Navigation Bar

Answer

Please contact our support team.


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