Not able to close particular issue.

[manikanta ch]

Hello All,

I am Jira admin and project admin for the Jira Service Desk project. I have permission to close the issues in the project, for one particular issue, I am not able to see any workflow buttons on view screen to close the issue.

Can anyone please help?

Thanks in advance,

Manikanta

[Benjamin]

Checklist:

1. Do you have the transition permission?

2. Is there any conditions rules set on the transition from the status that may prevent you?

I am assuming there's a transition to the close status. If there's not, then the workflow must be configure so. 

Please let me know how this goes. 

[manikanta ch]

Hi @Benjamin ,

Yes, i have transition Permissions.

There is no conditions on the closed transition.

FYI - I have permission to move the transition on all tickets in the project but only one particular ticket I am not seeing it.

Thanks,

Manikanta

[Mike]

You maybe experiencing an indexing issue possibly. Are you able to check the jira log when you attempt to transition the issue? Otherwise, can you delete and re-create the issue, then attempt to transition?

[manikanta ch]

Hi @Mike ,

Tried Reindexing the project. Still I don't see any transition buttons on the view screen.

[Benjamin]

@manikanta ch - 

Are you able to transition to the state by dragging and dropping on the board ? If you can, you want to click on more option on the issue because if its more than a few transition, it will not show on the issue instead under more. 

[manikanta ch]

Hi @Benjamin 

It's a service Desk project. 

[manikanta ch]

Hi @Benjamin 

Created the Kanban Board and tried moving the issue to the next column, it's not moving.

[Benjamin]

HI @manikanta ch - The remaining place to look is your transition property and see if there's anything strange. 

Was this an older ticket that was migrated sometime recently?

[manikanta ch]

Hi @Benjamin

I have checked properties, I don't see any. The ticket is created manually.

[manikanta ch]

I have tried moving the issue type another issue type and also tried moving it to another project with same configuration still it didn't worked.

[Benjamin]

What if you just clone the issue and close the clone...would that work?

[manikanta ch]

Hi @Benjamin ,

I was able to close the Issue using CSV file.

[Benjamin]

Great. This will bypass restrictions. Similar to triggers 

was there any difference if you clone the exact same issue?

[manikanta ch]

I didn't try cloning the issue.