Workflow Transition Buttons Do Not Appear for All Tickets

On some tickets of the same type and customer request type, the workflow transition buttons (in this case "close") do not appear.

On other tickets with the same type, customer request type, and current state, the workflow transition buttons appear.

2 answers

2 accepted

Re-publishing the workflow corrected the problem for all issues.

0 vote

This is a known problem with JIRA (although it's not actually JIRA's fault).  In some cases, the issue data becomes mismatched with the workflow data.  JIRA can't work out what transitions to show, so it does what you describe.

Changing the workflow fixes it because it goes back over all the affected issues.  The other fix is to run the integrity checker.

Of course, I'd like to see automatic correction - a simple re-check like the one in the integrity check if an issue appears to have 0 transitions might be a handy one.

The cause of the problem is one of two so far (there may be others, but I've not run into them).  First, if you pull the rug out from under JIRA while it's trying to update a record - a disk failure, hard kill of the service, database/network errors.  Second, dodgy add-ons (most notably in my experience, people using SQL or trying to "set" a status instead of transitioning.  Or, just my really bad code in scripts)

Hi, I am having a similar problem with no Resolve  button. My manager assigned a story to me. I started the project and selected In Progress, but when I went to Resolve, the button was gone. There are two sub-tasks to the story that are completed and Resolved but I can't resolve the story. I am not an admin. Thanks for any help you can provide, I am stuck and cannot move on.

You will need one of your admins to fix this.   They should

  • Check the workflow for conditions that may be blocking the transitions you want to use
  • If you meet the conditions they find, then run the integrity checker and correct inconsistent workflow states.

Suggest an answer

Log in or Sign up to answer
How to earn badges on the Atlassian Community

How to earn badges on the Atlassian Community

Badges are a great way to show off community activity, whether you’re a newbie or a Champion.

Learn more
Community showcase
Asked Feb 02, 2018 in Jira Service Desk

What are the must-have addons?

Hi all, We are trialing Jira Service Desk for a large-ish, flat, team-based organization where members can serve on multiple teams. A few needs that are not out of the box... Assigning i...

963 views 12 5
View question

Atlassian User Groups

Connect with like-minded Atlassian users at free events near you!

Find a group

Connect with like-minded Atlassian users at free events near you!

Find my local user group

Unfortunately there are no AUG chapters near you at the moment.

Start an AUG

You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs

Groups near you