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Industries Order Management: Orchestration items stuck in Ready state and not progressing further in Orchestration Plan

Publish Date: May 28, 2026
Description

This article explains why orchestration plan items in Salesforce Communications Cloud transition to the Ready state but don't execute, and how to resolve it. When an orchestration item of type Auto Task or Callout reaches the Ready state, the Vlocity CMT package publishes an OrchestrationEvent platform event that is consumed by the OrchestrationEventHandler Queueable class to advance the item to Running and Completed. If the Queueable job fails in the background with common errors include "Apex heap size too large","Apex CPU time limit exceeded" or any other exception — the item remains Ready and the plan stalls. Some times in sandboxes cloned from another sandbox or production, the OrchestrationEvent platform's event subscription may not fire at all.

Resolution

PFB the details of the Possible RCA of this issue:-

Cause 1: Failed OrchestrationEventHandler Queueable jobs

  1.  Navigate to Setup > Jobs > Apex Jobs.
  2. In the Apex Class filter, enter OrchestrationEventHandler and review the Status column for Failed entries.Open each failed job and capture the exception. Common exceptions and required actions:
    "Query of LOB fields caused heap usage to exceed limit" or "Apex heap size too large".
  3. Navigate to Setup > Custom Settings > General Setting> Manage, set LoggingEnabled [vlocity_cmt__LoggingEnabled__c] to false, and click Save. Vlocity managed-package logging materially increases heap usage in the org and must remain disabled outside active debugging.
  4. "Apex CPU time limit exceeded": Confirm LoggingEnabled is false as above, then identify any Auto Task whose Integration Procedure or DataMapper retrieves large record sets (for example, usage records) and reduce the query scope or add filters on the source DataRaptor / OmniStudio DataMapper.
  5. Once the underlying exception is corrected, navigate to the affected OrchestrationItem [vlocity_cmt__OrchestrationItem__c] record, set State [vlocity_cmt__State__c] to Failed, then click Retry on the Vlocity Action Toolbar to re-publish the OrchestrationEvent.

Cause 2: OrchestrationEvent platform event trigger not firing in cloned sandboxes
This cause applies when the sandbox was refreshed or cloned from another sandbox or production org and orchestration items have never advanced from Ready since the clone.

  1. Navigate to Setup > Platform Events > OrchestrationEvent [vlocity_cmt__OrchestrationEvent__e].
  2. Under the Subscriptions, Please try to Suspend and Resume the Subscriptions to process the published events.
Knowledge Article Number

005385049

 
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