Archive: Process Manager Knowledge Articles

IssueA Role may duplicated for an activity on a Nintex Promapp Process Map or Procedure view. ResolutionRemove the role from the Process where it is duplicated- Publish the new process Re-add the role to the Process Publish the Process again Additional InformationThis may occur after roles have been merged 

IssueWhen Document Approval is turned off Documents that were Awaiting Approval remain in this state, and cannot be approved.   ResolutionIf uploading, download or obtain a copy of the Document, If linking obtain the correct link for the Document Edit the Document that has Awaiting Approval state in the Document library Select the Approval Required Menu Select the Replace Pending option Chose the file you downloaded or enter the link 

Issue:The following error may be received when provisioning users on OKTA when using SCIM. Error:Internal Server Error.  Error reported by remote server.  User creation Unsuccessful. Resolution:1. Navigate to Admin > Configure > Security.2. Update the Password Strength to a value of 5 Additional Information:Although in OKTA the password syncing may be unchecked, Promapp is still performing a check on this setting and providing an error when the password sent from OKTA does not meet the password complexity settings in Promapp.  

IssueA Process that is at version x.x (e.g. 1.2) may not be included in the Published Processes count on the Governance Dashboard. ResolutionThe Process may have been previously archived and subsequently restored.  Once it is published again, the Process will be included in the counts.   

IssueEmails requiring acknowledgement of a Process may be received even though the Process has already been acknowledged and there are no further acknowledgements required.  ResolutionTry turning OFF Process Acknowledgement for that Process and then turn it back to ON.   

IssueFor some users the dropdown box of users may fail to populate when creating a new Process ResolutionIf the user clicks away from the dialog box, the box with the users may populate and can then be filledGet the user to check with their IT team, as it may be extensions or browser related on their computer. 

IssueUsers may report the following issues:Nintex Promapp freezing when saving Processes Nintex Promapp showing the spinning loader constantly while saving Processes A user getting notification a Process is locked for editing, however cannot save when they proceed to edit A user getting notification a Process is locked for editing, however they know that user is not currently editing the Process ResolutionLogin to their site as Promapp Promaster Append the following command to their site URL /admin/api/clearprocesseditorscache and press enter e.g. https://au.promapp.com/TENNANTNAME/admin/api/clearprocesseditorscacheThis should return a confirmation message in the browser. 

IssueThe following errors may occur when going to the Map Tab of a Process in your Nintex Promapp site:'Whoops Something went wrong' Page is shown when the Process first attempts to load 'Contact your Promaster' error message is given when trying to move from the Procedure or Edit tab to the Map tab ResolutionEdit the Process: Navigate to another Process that doesn't have the error Switch to the Prodedure tab of this Process Navigate to the Process with the Error - this should now open successfully on the Procedure tab Switch to the Edit tab Check for reasons that the map may not be able to draw e.g.: Check that the decision is linked to an activity - this will show with a blue line on the left hand side against both the decision and the next activity as pictured below: If the activity below the decision has no blue line this will need to be resolved.   Drag the activity that should be linked to the decision to above the decision link, and then drag it back into position below the

IssueA user in your Nintex Promapp site may not be able to see the Standard version of a Process that has had variations applied to it. ResolutionOnly users that can edit the Process can see the Standard version of the Process.  All other users can only chose from one of the variations of the Process.   

IssueThe Email link for the Portfolio Owner in Nintex Promapp Improvement emails may show as mailto:[%20Disconnected%20]  ResolutionGo to Admin > Improvements Select the portfolio with the error Change the Portfolio owner to another user and then change it back to the desired user 

IssueClients may write in with Nintex Promapp methodology questions.Examples:Why can't I loop to another activity in the Process from a decision? Go to a activity further in the process from a decision Wants to add many activities following a decision ResolutionFor basic questions, we can answer to the best of our ability.  It pays to point them towards this Process Writing help page https://help.promapp.com/help/Process/Minimode/Permalink/HffVjHfduAQwtkWzeu153aLearn.nintex module that covers this aspect #3 Capture exceptions and variations.   https://learn.nintex.com/promapp-for-process-authors-engaging-process-writing-techniques/278186/scorm/1rsde730x626cAny more complex queries should be directed to their CSM.Decision Loop support:Nintex Promapp does not support decision flows that loop back to another activity in the process.  This is a deliberate restriction in Nintex Promapp as we believe that this type of flow makes the process difficult to understand.  We recommend breaking com

IssueA Process that has been Declined during the Process Approval stage may have been published. ResolutionThere are several reasons the Process may have been published:The Approval process may have been bypassed using the Publish Now button on the dashboard A global replace of Owner or Expert may have been completed, any In Progress changes will be published A Process may have been moved through Admin > Manage Groups - Any In progress Processes may be published. Additional InformationIf a Process is Unpublished (Never before been published versions 0.x) a Global Ownership change or Process Move wont Publish the Process. 

IssueA Document may still be in Awaiting Approval state even though all approvers show that they have approved the document ResolutionThis may occur if a user required to approve the document is deleted.  Upload the document and submit for approval again to restart the approvals process with just the users currently required to approve. 

IssueA role may appear twice associated to the same Activity in a Process. ResolutionSwitch to the edit tab of the Process Edit the Activity that has multiple roles associated to it Remove all the roles from the Activity and save Add the correct roles to the Activity and save Additional InformationThis may happen following a role merge depending on the state of the Process at the time. 

IssueAn Approver that has been added in the RACI section of the Process may not receive the Approval notifications and their Approva.l was not required ResolutionThe Process needs to be published to add the approver to the required approvers list.  Once the Process has been published the next time it is submitted for approval the Approver will be required to approve. 

IssueWhen exporting reports to Excel/CSV file, it may appear that the file has actually exported as a txt file ResolutionEnsure your computer settings are set to open csv files using Excel by default. 

IssueSome links in Nintex Promapp emails may not be able to be selected. In addition some Nintex Promapp emails may not be received.   ResolutionWe have recently changed the application that manages the sending of emails from our application.  Organisations may need to add the following to their DNS whitelist to allow clicking of links and receipt of emails:em7937.promapp.comem7498.promapp.com.auu10337472.wl223.sendgrid.net 

IssueA Nintex Promapp Process Group has no Viewing Permissions assigned and is visible to all users. ResolutionAssign a viewing permission to the group:Right click on the group in the black navigation pane Select Edit Viewing Permissions Select General or other viewing permission from the list Select the Add button Select Save 

IssueWhen accessing Nintex Promapp using Single Sign On users are forced to login using their Domain login each time.   ResolutionThese settings are controlled by the Identity Provider.  Contact your organisations IT team to change the setting that is requiring a forced login for the SSO application. 

IssueThe Nintex Promapp site may not respond, show a spinning wheel or provide error messages suggesting you need to log in again. ResolutionOpen the Promapp site in a new tab in the same browser Log into Promapp  Go back to the original tab Refresh or try the action e.g. save that you had tried previously Additional InformationYour Nintex Promapp session will expire or time out after 4 hours of inactivity.   

IssueA user that has been disabled in the Nintex Promapp site may still be receiving risk signoff notification emails. ResolutionFind the Risks the user is still associated with and remove the user as a Sign off user:Go to Admin > Users Select Display Inactive Users from the Cog wheel menu Find the user in the list and select the edit pencil Select the Transfer button beside Risks in the Ownerships & Rights panel Note the Risk Treatment numbers Navigate to the Risk Register Search for the Risk Treatment numbers Edit the Risk treatment Remove the user from being a Sign Off user for the Risk.   

IssueThe Number of Working Hours in Admin > Configure > Timeframes section has been updated however the Average hourly cost has not changed ResolutionThe average hourly cost is worked out using the formula: Role Cost divided by (48 Weeks x 5 Days x 8 Hours).  The 8 hours is set and doesn't change when the number of working hours changes.  The number of working hours only affects where the timeframes are required to be updated to days etc.   

IssueCan’t create checklists or Checklists can’t be listed ResolutionUser not authenticated with ChecklistService, receives 401 error responseYou can verify the 401 response by checking the Network tab of the browser dev toolsHas their Promapp session expired? If so, the client application will not have a valid access token.  Request the user to login to Promapp again.Has the user data not been synced correctly?  If the user data has not synced correctly between Promapp and Checklist then authentication issues will arise.Toggle the checklist service off then on, this should resync all user data 

IssueThe follow error may occur when attempting to save a Nintex Promapp Process:Oops.  An unspecified error has occurred ResolutionTry the following:Clear Browser cache & History Try another browser Ask another user to try and saveIf these options fail, make a copy of the Process and archive the Process that gives the error. 

IssueThe following error may be received when trying to access a Nintex Promapp Process, from either a link you have been given or a link on your recently viewed list within the Application.Whoops something went wrong ResolutionThe following reasons may result in this error message being presented:The Process has been archived  The Process has been placed in a group with viewing permissions that you don't have Additional InformationIn these two situations if you are a Promaster you will still be able to open the link.If you are a Promaster and cannot open the link, clear your browser cache.