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Jira Connector - Changing the state on a Jira Align work item fails to sync the change to Jira

Environment:
Jira Align leveraging a Jira Connector that syncs with a customer’s Jira instance.

Situation:

Changing the state of a Jira Align work item fails to sync the status change update to Jira.

The Jira Align Audit Log for the Work Item may show errors similar to the following:

For the Jira Issue's current status (11106), a Jira transition to map from an AgileCraft State (2) to Jira Status (11110) could not be found.  Please check the Agile Craft state to Jira status mappings.

Status mappings in Jira Align have been checked and have been confirmed to be correct.

What does this error mean?:

The attempted state change is not allowed by Jira. 

The API service account used by Jira Align functions the same a way as a user in the Jira UI trying to make that transition between the two statuses. In other words, Jira Align cannot transition that issue's status because Jira isn't letting it do so.

Suggestions on what to do?:

Find out if the transitions in question can be made by logging into Jira as the Service Account user and attempting to manually make the transitions inside the application.  If the manual check still fails, please have someone with Jira Administrator permissions check and / or correct the workflow to ensure that the status transitions can be made. 

7 comments

I really like the format of these troubleshooting pages! Keep 'em coming! 

Like # people like this
Alison Atlassian Team Feb 07, 2020

Thanks for bolstering the community with your writeup @Kent Baxley ! 

Awesome article @Kent Baxley ! One quick question, since I'm a bit of a newbie when it comes to Jira Software - what's the difference between a Service Account and a Jira Administrator?

Like # people like this
Kent Baxley Atlassian Team Feb 10, 2020

@Emily Koch - The Service Account may have some Jira Admin-type roles, but, may not have full access to the project (such as changing workflows), although a Service Account could have a Jira Administrator role.  Hope that helps!

Like # people like this
Emily Koch Atlassian Team Feb 10, 2020

@Kent Baxley So the Service Account really is an administrative-type person who has a lot of the same permissions to manage the platform that a Jira Administrator might have. But, they don't have the ability to do everything in the platform for project-specific things?

What do you mean by they could have a Jira Administrator role?

Kent Baxley Atlassian Team Feb 10, 2020

@Emily Koch 

So the Service Account really is an administrative-type person who has a lot of the same permissions to manage the platform that a Jira Administrator might have. But, they don't have the ability to do everything in the platform for project-specific things?

Correct.  They may or may not have the ability to do everything on the platform.  

By role, the account could have Jira Administrator permissions:

https://confluence.atlassian.com/jira064/managing-global-permissions-720412521.html#ManagingGlobalPermissions-sysadmin

Like Emily Koch likes this
Don Miller Atlassian Team Apr 20, 2020

One way you can run into this problem is if you are trying to update a Jira Align work item that is connected to a Jira issue that has been Resolved.  You will need to "Unresolve" the issue in Jira before you can update states or process steps in Jira Align successfully.

Check out this article for how to configure your Jira workflow so that you can do this: https://confluence.atlassian.com/jirakb/clear-the-resolution-field-when-an-issue-is-reopened-in-jira-server-648381467.html

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