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Why are some JIRA issues missing entire workflows after they have been created in JIRA?

Mustafa Shah1

We have some Users in our environment that have reported that after they create new issues in JIRA, the workflows disappear from the issue's and then they are unable to close or cancel those issues. What is causing this to happen in JIRA and how can it be resolved? Please advise.

Accepted answers

Ruchi Tandon

From the desription of the problem it looks like a Worflow permission problem to me. If it happens to only few users then you need to check the membership groups for those users.

I would also suggest checking workflow transition conditions and step properties for your workflow. One of these will be able o tell you th eroot cause of the problem.

All comments

Ruchi Tandon

From the desription of the problem it looks like a Worflow permission problem to me. If it happens to only few users then you need to check the membership groups for those users.

I would also suggest checking workflow transition conditions and step properties for your workflow. One of these will be able o tell you th eroot cause of the problem.

Mustafa Shah1

Hi Ruchi, we have checked the workflow permission schemes, the step properties, as well as the workflow transitions and everything seems to be normal but some Users are still encountering this issue. Could something else be causing this issue?

Natalie Hobson

Were all the issues created manually, or were some imported using CSV?

Natalie Hobson

I've run into a similar problem before; this has happened for some issues that were imported using CSV, and also issues that were being transitioned by more than one person at a time; it kind of "locked" it and messed it up. I'm wondering if your issues were already there, though, and you upgraded, maybe there were some errors with those isuses that affected them during the upgrade? In any case, let's troubleshoot a bit:

Since the upgrade, have any newly, manually created issues had the same problem?

Can confirm that the particular issues that seem to have this problem are broken for all users in your instance or just a particular set of users?

Have you tried cloning the issues and attempting the transition on the clone instead?

Cyril Egan1

If you still have issues without workflow actions...

Try running the Jira Integrirty Checker from the administration area. Choose "Check Workflow Integrity". Choose to 'Fix' any issues that report an error. The workflow actions should re-appear on the problem issues.

Cyril Egan1

If you still have issues without workflow actions...

Martin Ruppelt

Unfortunately I have now the same problem. Cloning and deleting of tickets is not allowed in our instance. There seems to be a date after which the problem exists. Newer issues have all actions, older don't.

A re-index did not work (JIRA 5.2)

Marisa Petty

One other option, though a little nuclear, is to use the "import from external system" function to change the status value in the database. So, you would create a spreadsheet with one row, and the following columns:

issue key (ID of the issue whose status you want to change - required so the import knows which issue to update)

summary (required to do any imports, just copy paste from the ticket itself)

issue type (required to do any imports)

status (the target status for the issue)

Then save this as a csv file, go to the import from external system menu in the System section of the admin console, and import. The fields will be updated with the values in your csv file.

It doesn't fix the problem, or address a root cause, but it does update the status. So if you've only got one or two problem issues, this can be a good way to get them through the workflow without cloning (and losing comments, continuity, etc.).

David Morse_q9qdq5

thank you I had re-indexed the project and had no luck.. .This did find an issue with the exact issues I was working with