We recently came across an interesting issue where the user would complete an action with Exchange integration (replying to the email with “Approve”) and even though it worked they would always get a second email with:
“The K2 server could not find the worklist item 479_54. This item may have been actioned by another user.
The full error from the K2 server is ‘The worklist item 479_54 is no longer available or you do not have rights to open it.’.”
It took a while to get to the bottom of it, but when you realise what’s going on it’s actually simple to resolve.
What happens is that the K2 service account will be checking for emails on the account, and then when it gets the email it will parse it and action the task. In our case the problem was that the UAT K2 server was using the same K2 service account as the production server. This means that the exchange account was being checked by the production K2 service as well as the UAT K2 service. The production server happily completed the task, but of course that task doesn’t exist on the UAT environment so the second ‘fail’ email came form the UAT server, not the production server.
To resolve this issue make sure you aren’t using the same service account on more than one environment on the same domain. Of course it’s best practice to use different accounts anyway, but here’s one more reason why…