Tickets were not created correctly and I do not have permission to carry out a transaction

[Vera_wyss]

Hi everyone

On Sunday between 11 a.m. and 8 p.m. tickets were not created correctly. I can see them, but no automation rules were executed and I now have no authorization to trigger a transition. (The automation rules didn't run on errors, but not at all)

Does anyone know this problem and has a solution for it? If I clone the tickets, the new tickets then work correctly. However, there are tickets that are created from a different system and I can't simply clone them because of the links etc.

Thanks and best regards

[Muhammad Moazzam Hassan]

First, check the history that who is the creator of the issue.

Then check the automation rules run on the rule

Then check the workflow conditions, maybe only the reporter of the issue has permission to transition the issue.


If still anything not found then go to the Automation Rules Audit section and check whiles rule runs at that time and if found any then analyze the rule.

[Vera_wyss]

Thank you for the answer. 

I am an administrator and have permission for all tickets. In addition, the tickets work as desired before and after this time. 

I would be interested to know how I can solve the problem so that I can still triage the tickets (without cloning the ticket)

At the moment I can only archive the tickets and not close them.

[Muhammad Moazzam Hassan]

Go to Permission helper.

Press Control + K and type permission helper and check what is the permission missing.

[Vera_wyss]

i already checked this, the Permissions are correct.

[Muhammad Moazzam Hassan]

Then check the workflow properties and conditions, the permission must be controlled via workflow properties.

[Vera_wyss]

Thanks for sharing, we have now found a solution to fix the problem.

The status was set to 0 instead of 1. The following query can be used to determine which tickets in a project this is the case for:

SELECT ji.ID, ji.issuenum, '|' as '|', WORKFLOW_ID, wfe.NAME, '|' as '|',  *
FROM jiraissue ji
JOIN OS_WFENTRY as wfe on wfe.ID = ji.WORKFLOW_ID
WHERE 1 = 1
-- AND ji.issuenum in (321026, 287649)AND project = (select ID from project where pkey = 'TESTAPP')
AND wfe.STATE = 0
ORDER BY ji.ID 

This Query is to resolve the Problem

BEGIN TRAN

Update ut
SET STATE = 1
FROM (
 SELECT ji.ID, ji.issuenum, WORKFLOW_ID, wfe.NAME, STATE
 FROM jiraissue ji
 JOIN OS_WFENTRY as wfe on wfe.ID = ji.WORKFLOW_ID
 WHERE 1 = 1
 -- AND ji.issuenum in (321026, 287649) AND project = (select ID from project where pkey = 'TESTAPP')
 AND wfe.STATE = 0
) AS ut

ROLLBACK