After confirming causes 1-3 are configured correctly, there are two places to look to address the issue.
First, emptying the WorkflowResponseQueue can remove any problems with messages in the WorkflowResponseQueue. To do this, perform the following steps:
- On your Workflow/ServiceDesk Server, navigate to "%\Program Files\Symantec\Workflow\Data\MQWorkflowFileStorage\localworkflowfilestorage-workflowresponsequeue\"
- Copy all the files in the queue to a new location, I recommend creating a backup folder one level up.
- Delete all the files in the queue.
- Restart the Symantec Workflow Server Service and IIS.
If the steps above does not resolve the issue, the problem likely resides in your messages table. To look further into this problem, please create a support case with Symantec Technical Support and we will be able to assist with identifying and deleting any problem message. It will be required to have access to your SQL server, or SQL Management Studio that can connect to your SQL server.
Due to the potential data corruption that could occur when working in the SQL databases, especially with the Messages table, the SQL queries used to identify and delete these messages can be provided by Symantec Support, and are best used by a Symantec Engineer. Please mention to the attending engineer that the internal notes for this article have the related queries.
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