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Status of the issue is not changing when we transit the issue

Hema TB

I have configured the workflow(IT_Hardware workflow) for the service desk project, which has approval(Default feature of ServiceDesk) process and at one particular stage, I have added the post function(Using JMWE add-on) for auto-creating a ticket. Once the ticket created automatically it has a different workflow(Procurement workflow). This Procurement workflow also has approval(Default feature of ServiceDesk)process. Once the approver approves/declines, the status of the ticket is not changing, and its showing ticket status as To_Do. I am not able to find out the root cause of this issue and not able to resolve it. Please let me know what are the troubleshooting steps to follow to resolve this issue.

Below is the workflow for the PR process. When the IT manager approves the ticket status should change it to IT manager approved but even after the ticket got approved the status of the ticket showing as a to-do.

pr workflow.PNG

Accepted answers

All comments

Fahad Siddiqui_ihrjma

@Hema TB Can you please check if there is any validator set.

Hema TB

Hi Fahad,

I haven't set any validators in the workflow.

Fahad Siddiqui_ihrjma

@Hema TB when you open the ticket are you able to see the workflow status?

David Fischer

Do you have any post-function on the "IT Manager Approval" transition that the IT Manager triggers to approve the ticket?

Dirk Ronsmans

Hi @Hema TB ,

You say it does not auto move to the correct status.

On your Todo step, (which I assume is an approval step) do you have the transitions defined?

Hema TB

@Fahad Siddiqui I can see the workflow status but even though I transit to the next status it's still showing To-Do.

Hema TB

No, I didn't set any post function for the IT manager approval transition. IT manager is login to the Jira and he approves the ticket. Even after the ticket got approved, The status of the ticket is showing To-Do, this should show status as "IT manager Approved".

Hema TB

@Dirk Ronsmans yes, I have mentioned the transitions when approved and declined both.

Dirk Ronsmans

reading through your comments in the other answers I'm a bit confused.

You mention to @Fahad Siddiqui that even when you transition it manually it remains in To-Do.

Where does it show this todo? On the customer portal or the issue itself?

Do you maybe have a screenshot of such a dummy issue where you have transitioned but it shows as todo?

David Fischer

Do you have only one approver? Because you've configured the approval step to transition the issue only when all approvers have approved the issue.

Kim Tso

I have similar issue, could you check on the property of transition which you configure for approval/decline.

Is there missing servicedesk.customer.transition.active true?

In my case, I found a scriptrunner setting customfield value cause problem.

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