Troubleshooting Human Resources Management Self Service Suite (HRMSSS) workflow issues in Business Portal and in Microsoft Dynamics GP

Before you follow these steps, we recommend that you have all users exit Business Portal.

Microsoft Dynamics GP 9.0 with Business Portal 3.0

To troubleshoot Human Resources Management Self Service Suite workflow issues in Microsoft Dynamics GP 9.0 with Business Portal 3.0, follow these steps:

1. Verify that the default roles are assigned to the pages that are associated with the approval workflow. To do this, follow these steps:
   
   1. Start Business Portal.
   2. Click Site Settings, point to
      Portal Elements, and then click Manage Portal Pages.
   3. In the Page List, click Assigned To.
   4. Verify that the Employee and
      Workflow Administrator roles are listed in the
      Roles section. If they are missing, click
      Modify, and then add the Employee and
      Workflow Administrator roles.
   5. Click Save.
   6. Repeat steps c through e for the Submitted List and To Do List pages.
2. Check that the Microsoft Business Framework Queued Work Item Service component is assigned to a portal user who has Administrative permissions. To do this, follow these steps:
   
   
   1. On the server where Business Portal is installed, click
      Start, point to Control Panel, point to
      Administrative Tools, and then click
      Services.
   2. Right-click Microsoft Business Framework Queued Work Item Service in the list of services, and then click
      Stop.
   3. After the service stops, right-click the service, and then click Start.
      
      
      Note Complete this step even if the service indicates that it is running.
   4. We recommend that you set the Startup Type field for the Business Framework Queued Work Item Service component to
      Automatic. To do this, follow these steps:
      
      1. Right-click Microsoft Business Framework Queued Work Item Service, and then click Properties.
         
      2. In the Microsoft Business Framework Queued Work Item Service Properties window, verify that the Startup Type field is set to Automatic.
   5. In the Microsoft Business Framework Queued Work Item Service Properties window, click the Log On tab.
   6. Verify that the Microsoft Business Framework Queued Work Item Service component is assigned to a portal user who has Administrative permissions. By default, the user who is assigned to this service is a Windows account that is called Network Service Account.
3. Verify that the Network Service Account account is listed as a user in Business Portal. The alias of this user is nt authority/network service. To do this, follow these steps:
   
   1. Start Business Portal by using an account that has Administrative permissions.
      
   2. Click Site Settings, point to
      Users and Permissions, and then click Manager Business Portal Users.
   3. In the User List, verify that a user named Network Service Account is listed.
   4. If this user is not in the list, contact the Microsoft Dynamics GP System Manager support team to obtain SQL scripts to add this user to Business Portal.
4. Determine whether any Business Portal users are assigned to an Employee role and are not assigned to a specific Back Office employee ID. To do this, follow these steps:
   
   1. Start Business Portal by using an account that has Administrative permissions.
      
   2. Click Site Settings, point to
      Users and Permissions, and then click Manage Business Portal Users.
      
   3. Click the Roles tab.
   4. Verify that the Employee role has a Back Office ID assigned. If the Back Office ID field is blank, assign the correct Back Office employee ID to the employee.
5. Determine whether any existing inactive Direct Deposit account setups are assigned a zero amount. To do this, follow these steps:
   
   1. Start Microsoft Dynamics GP 9.0.
   2. Click Cards, point to
      Payroll, and then click Direct Deposit.
   3. Check each employee and look for accounts that are listed as inactive and have a zero amount.
      
   4. If an account has a zero amount, add an amount to the account. For example, add $1.00. If the account is marked inactive, Microsoft Dynamics GP will not use it.
   5. Save the record.
6. Restart the server that is running Internet Information Services (IIS). To do this, follow these steps:
   
   1. Access the server that is running IIS.
   2. Click Start, click
      Run, type iisreset, and then click
      OK.
7. Determine whether any information logs or error message logs exist in the Application log. To do this, follow these steps:
   
   1. Access the server where Business Portal is installed.
   2. Click Start, point to Control Panel, point to Administrative Tools, and then click
      Event Viewer.
   3. Expand Application in the list under
      Event Viewer.
   4. Look for entries that have a source named
      MbfQueuedWorkItemService or MicrosoftBusinessFrameworkLog. These entries may be listed with one of the following types:
      • Informational
      • Error
      • Warning
   5. Double-click the entry to view the details of the entry.
   6. If there is information that indicates that some errors have occurred, click
      Copy, and then paste the text into a text editor, such as Notepad or Microsoft Office Word.
   7. Contact support, and attach the document that you created in step f to the support incident so that it can be reviewed by a support engineer.

Microsoft Dynamics GP 10.0 and Microsoft Dynamics GP 2010 with Business Portal

To troubleshoot Human Resources Management Self Service Suite workflow issues in Microsoft Dynamics GP 10.0 with Business Portal, follow these steps: 

1. Verify that the Microsoft Business Framework Queued Work Item Service component is assigned to a portal user who has Administrative permissions. To do this, follow these steps:
   
   1. On the server where Business Portal is installed, click
      Start, point to Control Panel, point to
      Administrative Tools, and then click
      Services.
   2. Right-click Microsoft Business Framework Queued Work Item Service in the list of services, and then click
      Stop.
   3. After the service stops, right-click the service, and then click Start.
      
      
      Note Complete this step even if the service indicates that it is running.
   4. We recommend that you set the Startup Type field for the Business Framework Queued Work Item Service to
      Automatic. To do this, follow these steps:
      
      1. Right-click Microsoft Business Framework Queued Work Item Service, and then click Properties.
         
      2. In the Microsoft Business Framework Queued Work Item Service Properties window, verify that the Startup Type field is set to Automatic.
   5. In the Microsoft Business Framework Queued Work Item Service Properties window, click the Log On tab.
   6. Verify that the Microsoft Business Framework Queued Work Item Service component is assigned to a portal user who has Administrative permissions. By default, the user who is assigned to this service is a Windows account that is called Network Service Account.
2. Verify that the Network Service Account account is listed as a user in Business Portal. The alias of this user is nt authority/network service. To do this, follow these steps:
   
   1. Start Business Portal by using an account that has Administrative permissions.
      
   2. Click Site Actions, and then click
      Site Settings.
   3. In the Business Portal Administration section, click Users.
   4. In the User List, verify that a user named Network Service Account is listed.
   5. If this user is not in the list, contact the Microsoft Dynamics GP System Manager support team to obtain SQL scripts to add this user back into Business Portal.
3. Determine whether any Business Portal users are assigned to an Employee role and are not assigned to a specific Back Office employee ID. To do this, follow these steps:
   
   1. Start Business Portal by using an account that has Administrative permissions.
      
   2. Click Site Actions, and then click
      Site Settings.
   3. In the Business Portal Administration section, click Users.
   4. Click the Roles tab.
   5. Verify that the Employee role has a Back Office ID assigned. If the Back Office ID field is blank, assign the correct Back Office employee ID to the employee.
4. Determine whether any existing inactive Direct Deposit account setups are assigned a zero amount. To do this, follow these steps:
   
   1. Start Microsoft Dynamics GP 10.0 or Microsoft Dynamics GP 2010.
   2. Click Cards, point to
      Payroll, and then click Direct Deposit.
   3. Check each employee and look for accounts that are listed as inactive and have a zero amount.
      
   4. If an account that has a zero amount, add an amount to the account. For example, add $1.00. If the account is marked inactive, Microsoft Dynamics GP will not use it.
   5. Save the record.
5. Restart the server that is running IIS. To do this, follow these steps:
   
   1. Access the server that is running IIS.
   2. Click Start, click
      Run, type iisreset, and then click
      OK.
6. Determine whether any information logs or error message logs exist in the Application log. To do this, follow these steps:
   
   1. Access the server where Business Portal is installed.
   2. Click Start, point to Control Panel, point to Administrative Tools, and then click
      Event Viewer.
   3. Expand Application in the list under
      Event Viewer.
   4. Look for entries that have a source named MbfQueuedWorkItemService or MicrosoftBusinessFrameworkLog. These entries may be listed with one of the following types:
      
      • Informational
      • Error
      • Warning
   5. Double-click the entry to view the details of the entry.
   6. If there is information that indicates some errors have occurred, click
      Copy, and then paste the text into a text editor, such as Notepad or Word.
   7.  Contact support, and attach the document that you created in step f to the support incident so that it can be reviewed by a support engineer.
   
   
   Query Words: HRM, HRMSSS