Troubleshoot intake and workflow execution
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Troubleshoot intake and workflow execution
Use this page when tickets do not appear, triage or matching looks wrong, approval stalls, or a run fails partway through.
Open Aiden DevOps, then start with the symptom table. Check the evidence locations and recovery controls next.
Symptom guide
| Symptom | Likely cause | What to try |
|---|---|---|
| Ticket never appears in the Requests Inbox | Filters exclude it; tracker disabled for inbox; webhook or sync not configured; wrong workspace | Confirm Configure Inbox filters (teams, assignees, labels) and that the tracker is enabled. Create a ticket that matches those filters. Click Refresh, then Sync. Verify webhook URL includes orgId and the signing secret is saved. See Integrations. |
| Connection verify fails on Integrations | Wrong URL, expired token, missing permissions, or On-prem vs Cloud mismatch for Jira | Re-enter credentials. For Jira Data Center, enable On-prem Jira and use a PAT with issue read (and write if you post comments). For ServiceNow, confirm the user can read incidents and write work notes. |
| Webhook delivers but inbox stays empty | Invalid signature, missing orgId, or event type not handled | Confirm the signing secret matches Configure Inbox. Copy the webhook URL again (must include ?orgId=). For Linear, subscribe to Issues and Comments. For Jira, include issue created/updated and comment created as needed. |
| Wrong workflow matched or none matched | Overlapping or vague workflow descriptions; draft never published | Override with Workflow to run on approve. Improve descriptions under Workflows. Publish an Active version in platform Workflows. Use Describe Workflow only as a draft to review before production. |
| Confidence looks wrong after edits | Manual triage overrides clear the confidence score | Expected after Change Category / Priority / Service / Environment. Use Re-run triage when status allows (not Approved or In progress). |
| Stuck on Triaging | Classification still running or stopped | Wait, then Refresh. Use stop-triage controls if shown, then Re-run triage. Check Execution history. |
| Cannot re-triage or delete | Status is Approved or In progress | Wait for the run to finish, or let it complete/fail. Re-approve to re-run; delete only when status allows. |
| Approve clicked but nothing runs | No workflow client path, missing workflow, or execution error | Confirm a workflow is selected. Read the error on approve. Check Execution history and Audit Logs. Escalate if the run never starts. |
| Run starts then waits on a human | Workspace policy gate mid-tool | Open Workspace Settings -> Governance -> Approvals. An Admin or Workspace Admin must authorize the tool call. See Approvals. |
| Partial or failed execution | Tool or integration failure; wrong credentials for execution tools | Read the timeline and chat or session for the run. Fix workspace integrations used by the workflow (not only the ticketing connection). Click Approve & execute again after the fix. |
| Source ticket missing auto comment or status change | Auto post / Auto-mark off, or tracker write permission missing | Enable settings in Configure Inbox and Save. Confirm the tracker token can comment and transition. Use Post to ticket manually as a check. |
| Blocked queue is always empty | No requests are currently marked blocked | Expected. Use other queues (Awaiting approval, Assigned to me, and so on). |
Where to find evidence
| Location | What it shows |
|---|---|
| Request Execution history | Import, classification, approval, and run events for that request |
| Source ticket in Linear / Jira / ServiceNow | Comments, status changes, and whether auto-post ran |
| Requests Inbox filters and Configure Inbox | Which tickets are eligible and webhook/secret state |
| Approvals | Policy-gated tool calls waiting after inbox approval |
| Audit Logs | Broader workspace activity for the run |
| Integrations | Tracker connection health |
Recovery controls you can use
- Refresh Requests Inbox: reload the list without pulling from the tracker.
- Sync (from Configure Inbox / intake): pull matching tickets from the tracker.
- Re-run triage: reclassify when status is not Approved or In progress.
- Workflow override: pick a different workflow, optionally with Why this workflow?, then Approve & execute.
- Approve & execute again: re-run after a completed, failed, or deferred outcome.
- Delete from inbox: remove a request only when it is not Approved or In progress.
- Post to ticket: manual Ops Inbox link if auto-post failed.
There is no automatic stage-level retry policy on the workflow canvas. Failure handling is the timeline plus a second approve after you fix the cause.
When to escalate
Contact support@stackgen.com or your Customer Service Manager when:
- DevOps is not enabled for the tenant or the app never appears in the rail.
- Credentials verify in the tracker but Aiden still cannot connect after correct On-prem / Cloud settings.
- Webhooks are signed correctly and still return persistent errors you cannot clear.
- Policy or role changes require admin help outside your workspace.
- A workflow or integration bug reproduces after a clean override and re-approve.
Include workspace name, request ID, source ticket ID, approximate time, and whether you used Sync or webhook.