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Issue Transition: "You don't have permission to transition this issue"

Annotation 2020-05-13 121838.png

Any of you guys experienced this?  Mind you that I am the Site/Org admin so it can't really be a permission problem, can it?

  • The issue type workflow doesn't even have "Waiting for support."
  • I tried changing the request type but because the underlying issue type doesn't change, this didn't work.
  • I tried bulk change > transition but received permission error.

I submitted a support ticket but thought I'd pick the community minds as well.

Thanks for any feedback.1

16 answers

Hi @Jason Sweet 

To be able to transition issues in Jira Service Desk you need an additional Agent permission (license). Standart Jira Software user license is not enough.

Go to Administration - users - find yourself and check if you have Jira Service Desk License

Also check project permission scheme if you have service desk agent permission1.png

We are having the same issue.  NOTHING has been changed in the workflow.  The only difference is that the update to the interface by Atlassian has been done... did that screw up the workflows or permissions?

Carolynn, what type of project for you?  I'm having a problem with ITSM project so that may be part of it.

I'm having the same problem, seems to be a global problem.

go to User management global settings and for your user enable Jira Service Management productScreenshot 2021-02-16 at 10.40.34.png

Fix this now. There are many perfectly good applications that can replace Jira. The problems I am experiencing are the same as the other people above.

Sames issue here, I'm the global site admin and I can't move an issue in a custom status to Closed. This issue has been open for a month now, any progress on resolution or info about workarounds?

 

Edit: I've found what for me is a workaround: I copied the workflow, the new inactive workflow I could edit it freely, adding all the transitions I wanted, the disassociate the old workflow and associate the new one, allowing me to transition my issues properly.

The issue for me was that I didn't have any outgoing transition that WERE NOT associated with the approval process. When my only transitions were married to approve or deny, I got this error. However, when I added a second outgoing transition that was not related to an approval, it worked perfectly fine.

Hi,

 

      I had the same issue, and got it resolved. My case was different.

      I had a condition enabled on my transition, which checked if the flow had been through a specific state before. The workflow forbid anyone from transitioning out of this state, as I had gone ahead and made some cosmetic changes to my state name( I added spaces). Apparently the condition function does a text comparison on the state name, and does not take into account any changes to the name of the state after the condition was created.

 

Hope this helps someone.

    

0 votes

Having the same issue, I submitted a ticket. None of the workarounds seem to work. 

I solved it by setting in my global configurations a default workflow template to all the projects, or you can go to the project configuration select a workflow, edit it and publish it.

Same here.  Also in a project from the new ITSM template.

(trying to edit the resolution for a group of tickets; seems a hassle to get this done :( )

My case is solved after creating a new workflow in order to have a next transition after 'Closed'.  (needed this in order to correct the Resolution of our Closed tickets after a wrong configuration - see https://confluence.atlassian.com/cloudkb/best-practices-on-using-the-resolution-field-968660796.html)

Like Tafara Mugwangi likes this

This worked for me too, my issue stemmed from users moving tickets out of Dne but there was no post function to clear the Resolution field so tickets became stuck. 

Thanks @Erik Vanderstraeten 

Like Erik Vanderstraeten likes this

Facing the same problem for two projects alone. But they share the same workflow and workflow scheme as like other 

Wow, me too. I thought I was going crazy. The global Bulk Edit, I thought covered Transition permissions. But clearly not since we're all finding this issue all at once. Crazy.

I am having this same issue on very old issue in a very old project. I am also the Org/Site Admin but not assigned to the ticket we cannot resolve. Assignee cannot resolve either.

0 votes

@Jason Sweet has open a ticket, may be he can share the link to this ticket and you will be able to vote and track this issue.

That would be great. Looking for an answer to this as well!

@Mohamed Benziane  what would we have to vote for?  Clearly there is an issue that needs to be resolved.  Has anything been done to correct this issue?

I have also experienced this issue, have tried all sorts of settings, but nothings works..

We've got the same issue on some older classic projects. 

Thanks all for the recommendations and advice but nothing has worked. I have a ticket open and will post the results with any information that is useful.  

0 votes

Can you make sure that you have the transition permission in this project ? Look for any condition/validator in the workflow. 

Even if you are site admin you need to have project permission to be able to see/edit/move/transition...

Yes I have permissions.  They have not changed.  Can you please address this issue?  I see I am not the only one having this issue.

Thank you

I have this issue as well. 

I'm the site administrator, I have the Transition Issue permission on the project. There are no validators on the transitions and all the links are correct.

When I go to any issue in this project, I get the dialog shown above. I'm also managing two other projects under the same account that don't have this issue. Although the two other projects have different issue types.

I am also getting this issue on several issues that are in the identical workflow (no validators, I am global admin) as ones that I could transition.

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