Issue in multiple statuses

[Lily Hammerskog]

There appears to be some sort of mismatch of status in Jira.

The ticket itself appears to be in Deliver.

If we look in the history, we see that the issue should have transitioned.

The ticket is showing buttons related to the "Verify" status.

Customer view is showing it in Status "Deliver" with the latest update being "Status set to Verify", with the buttons related to "Verify"

When trying to do a bulk operation to transition the issues, the only options are to transition from "Verify". 

We have tried a background re-index to resolve these tickets, but they are still in both Verify and Deliver statuses.

What can we do to ensure these issues no longer end up in two statuses at the same time? 
What can we do to prevent more issues from ending up in this double status state?

[Nic Brough -Adaptavist- · Accepted solution]

If you've tried a re-index, that suggests you are on Server, not Cloud (you've said Cloud in the labels)

Server also has the option for an integrity check, which you should try next, look for the "workflow" related options - one of them is about fixing mismatched status.

[Lily Hammerskog]

Thank you for the guidance! Running the integrity check for workflows found all the issues, and running the fix reset the status back to Deliver.

Next step is figuring out why that specific request type is transitioning to an invalid step ID when transitioning to Verify. Thank you!

[Nic Brough -Adaptavist-]

In the background, the problem here is that Jira stores the status for an issue in two different places, and these have gone out of sync.  The integrity checker finds this and changes the one the humans don't usually see so that it matches the status.

Generally, these two values should be locked together, but they can go out of sync when

• Jira is killed or forcibly stopped (server crash) instead of shut down properly
• A long running process falls over or runs out of memory

But these are relatively uncommon, in my experience, the main reason for a drift is when someone has tried to set a status with a script or code in an app, or there are other bugs/errors in scripts or apps.

It is almost certainly a problem on your workflows or possibly a listener, so start your investigations with them!