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Declined but not by user interaction

Theresa Barnard (Cloud Admin)

Hi everyone,

I need some help with Jira Service management.

Something strange is happening inside our project. Without the interaction of the customer the ticked is declined. How can this happen?

We have not changed anything in the workflow.

It says approval declined but the person was not even working on that day.

Where do I start looking for the problem?

Accepted answers

All comments

Mikael Sandberg

Hi @Theresa Barnard (Cloud Admin),

Welcome to Atlassian Community!

I would start by looking at the history of the ticket, and also check and see if there is an automation that is declining the ticket.

Theresa Barnard

@Mikael Sandberg ,

I did have a look at the history, I can see it moves from Approve to requirements.

In the Approvals tab, I see the declined step.Approvel step completely: Declined

This happens instantly and the customer said they did not even do anything. There is also an arrow to the left upward showing.

Where do I see the automation?

Theresa Barnard

It is very strange that things were working normally previously and now suddenly we have this issue. This does not make any sense. We have not changed our workflows or type of issues or anything.

Theresa Barnard

@Mikael Sandberg

Here is a screen print Screenshot 2025-05-22 at 09.54.01.png

Marc -Devoteam-

Hi @Theresa Barnard

Go to the project settings of the JSM project and see the automation section.

You could also press the refresh button on the issue in the "Automation" section in the right hand side under the section "More Fields".

This will show the last 10 rules that have run on the issue, with a green check means they rule executed successfully

Theresa Barnard

Hi @Marc -Devoteam-

Thanks, I have done that.

I have setup a new automation for this customer.

The problem is, the customer did not press the button to approve or decline but the system did this without her authorization. This does not happen always just a few times.

The customer has to approve before we make changes because they need to pay for the changes. We both use Atlassian and the approve status is very important for them and us. Clearly there is a bug somewhere

Marc -Devoteam-

HI @Theresa Barnard

Some user triggered this as seen in the history of the issue. has this user triggered this manually or has an automation done this?

So it's not a bug, you need to find why this user is triggering this?

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