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Testing & Troubleshooting

Using Consoles for Testing and Troubleshooting tasks

Management Console

The two consoles under Managerment allow you to look at Exceptions (errors) and Execution (instances of task trees).

executions tab.JPG


The Task Management console provides two views

  • Exceptions - List of Task Engine exceptions
    • Allows you to review the error message
    • Allows you to resend the trigger (after repairing the issue that caused the failure)
  • Executions - Ability to see all items related to a submission
    • Helpful for testing (review data outcomes)
    • Also allows you to retry exceptions
    • You can search by Source Root, Group or ID

Exceptions Tab

This tab presents 50 most recent exceptions generated during task processing.

The data is drawn from a Remedy form (KS_TSK_Exceptions) if you need to find exceptions that are not listed.

Any exception that is not listed on the tab can be found in this form. Any exception that has been "handled" is removed from the list. If the exception re-occurs, another exception is generated.

exceptions tab basic.JPG

Clicking on the individual exceptions provides more details.

exception detail.JPG

The top secion allows you to enter details of the exception and selet an option to retry or handle.

Middle section has details on the node, and when/where the exception happened.

The bottom section has specifics of the exception, including possible cause and a stack trace for troubleshooting.

Executions Tab

This tab contains info on indivisual tree submissions. You can track by the unique transactions by the search options on the top of the dialog, Source, Source Group, and/or Source ID (can also use KSR numbers where applicable - Kinetic Request).

Once you match a tree instance, you will see all the related exceptions, triggers and instances. Clicking on a specific instance will reveal details including values for variables in the task tree or instances and returned values from Remedy forms or other created records.

execution tab details.JPG

Clicking on an indiviual Exception, Trigger or Instance will give you details from that particular record.

The following is the detail of a task instance that creates a record in a Remedy form. The Request ID of the form is returned as a result.

task instance details.JPG


​Basic Troubleshooting

My triggers are stuck in New status

  • Open the Kinetic Task Manager Console and check on the status of the Task Engine.  Ensure that it is running. 
  • You will be able to Start/Stop the Engine from this console.
  • Download and look at the Task Engine logs.  Check for errors.

​I have a failed trigger, now what?

  • Open the Task Manager Console and review the Exceptions panel.  Or search for the outcome of a particular submission using the customer survey instance id
  • Errors can be due to the following:
    • Syntax errors on a Connector (make sure you used valid ERB syntax see chapter 6)
    • Syntax errors on Node configuration
    • Syntax errors or invalid fields in the Node mapping (the node.xml file)
    • Code errors occurring in the Task Handler.
  • After you locate and correct the error, the tasking process can be restarted on the Task Manager Console.  
  • Triggers will start out in a “New” status.  When the Task Engine picks up the trigger, it sets the status to “Work In Progress”.
  • The Task Engine will process the nodes on the Task Tree up to the point where it comes across a deferred node or the tree ends.
  • One Trigger can process one or many Nodes. 
  • If the Task Engine encounters an error, it will create a new Trigger with a “Failed” status.
  • If errors are encountered on one branch, the Task Engine will continue processing other branches.
  • When the Task Engine completes processing, it will set the Trigger status to “Closed”.


  • Task Engine processing will create an entry in this form for each Task Tree Node processed.
  • For deferred Nodes, the status will be set to “Work In Progress”.  For regular nodes the status will be “Closed”.
  • The task_return_variables field contains information returned by the Task Handler.
  • The task_deferred_variables field contains information from the completion Trigger.  For example when an approval is submitted, the approval or rejection choice is placed here.