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I believe its due to the query timing out in certain scenarios with complex workflows, this has been raised before to techops under ticket NEO-27423 and an improvement release on the following acc version Release 21.1.1 - Build 9277
Workflow Heatmap has been improved to avoid timeouts when running workflows with multiple activities. (NEO-27423).
Is your version lower than 9277? if so you may need the improved version of the heatmap package, or upgrade your acc version.
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