Destination status could not be resolved or does not have a valid transition rule.

[Brian Jennings]

Full error: Destination status could not be resolved or does not have a valid transition rule (with current status): (Waiting for customer - 10002)

Hello all!

I've been getting this error on a couple automation rules. The link is that they are using the same workflow. I've included a screenshot of the rule w/ more details below.

This is scheduled to run every day @ 2AM, using a JQL query of "status = "Waiting for Customer" and updated < -5d" to see if there are any tickets to act on.

If there are any tickets that match that JQL, then they are transitioned to "Resolved".

A comment is then added to the ticket to inform the customer.

This is a very simple rule, yet 95% of the time it errors on the transition step. However, the ticket is transitioned to "Resolved" and the comment is applied.

I have reviewed the ticket history & comments to see how things played out, but it's always the same. The rule errors, but if it wasn't for the alert email that I get, I wouldn't know that it errors cuz everything appears to happen that should happen.

Also, the workflow does include a transition from previous statuses to "Resolved" in all cases. I've reviewed many tickets when this happens and from what I can tell, everything is correctly set up.

I've went as far as asking Co-Pilot. After a while of asking questions and adding more & more details, as the conversation transpired, it finally came back with the following: "This Jira Service Management automation error is confusing but actually very common, and it usually does not mean your rule is broken."

Using Co-Pilot was helpful, but most of the things it suggested during the convo were things I ended up ruling out and I feel like I'm not a whole lot closer to a firm answer.

Any thoughts, questions or suggestions would be welcome as I am at a loss to explain it, thx!

[Trudy Claspill]

Hello @Brian Jennings 

You said in all cases there is a transition to Resolved from the starting status. Is there more than one transition available from the starting status to resolved in any of these cases?

Do you have bespoke transitions to Resolved and a global transition to Resolved?

What are the project types of the projects that experience the error?

You said they use the same workflow. Are they actually sharing a workflow or do the use separate workflows that are designed identically?

What is the scope of the automation rule? Is the project scope for the rule a single project, global, or a list of projects? Do you have multiple rules that could be trying to perform the same steps on the same issues?

[Joseph Chung Yin]

@Brian Jennings -

Have to check the actual WF supporting the JSM issue type to ensure the transition doesn't have any other conditions or validation or post function that may causing the error in the automation rule?

Hope this helps.

Best, Joseph Chung Yin

[Arkadiusz Wroblewski]

Hello @Brian Jennings 

That’s only my suspicion, but the rule is probably transitioning successfully on one path while Jira Automation is still logging an error because the transition setup for that status is ambiguous or restricted enough that another evaluation path is failing. The comment still appearing afterward is not surprising, because Automation currently does not stop the rest of the rule when one action fails.