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.
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
...be more productive while being fun to use at the same time. For some, getting started can be a bit intimidating. This is especially true if Jira Service Desk is your first exposure to Atlassian...
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