Ticket status didn't change correctly. The whole system messed up! URGENT!

[Shawn]

Hi, 

Some ticket are cloned from the service desk project into the Software project. For some reason, when trying to move it to particular statuses, it gets moved to the incorrect status.

If you try to move it to Pending Dev, it gets updated to Specify instead. If you try to move it to Dev IP, it gets moved to Pending Dev instead.

See the picture.

[Kristin Lyons]

What browser are you using? Does it do the same if you try a different browser?

[Shawn]

Tried different browsers and different computers. 

[John Funk]

Hey Shawn,

How are these tickets cloned? Manually? By Automation? Workflow post functions? 

When you look at the history of one of the tickets, who does it say is moving the ticket to the status? 

[Shawn]

Automation. 

[John Funk]

I would take a look at your automation rules then as one of them is probably not set correctly. 

[Shawn]

How do you want to see the automation rules? Will you contact me by email? It's really urgent. All tickets copied from Helpdesk have the same issue. Please help.

[Shawn]

Here are the settings.

[John Funk]

Those look like Project automation. Are you also using Automation for Jira? 

Somewhere, there is an Automation Rule that is doing a transition to Specify. You need to find that rule. 

[Shawn]

Only one Jira project is using Automaton.

[John Funk]

Automation for Jira is a separate function from the project automation

Here's a little more information:

There are two types of automation:

• Global: In the Free version, you get 100 executions per product, per month
• Project: In all versions, you get unlimited executions per month

Automation Basics: https://www.atlassian.com/software/jira/guides/expand-jira/automation

You can do this via global rules to apply to all projects also. You'll need to be a Jira Admin/Site Admin, go to Jira Settings > System > Automation Rules (left-hand menu).

For more on using Automation For Jira see these help pages.

[Shawn]

Still can't fix the issue. Can you help?

[John Funk]

I think you need to hope a support ticket directly with Atlassian. Hopefully, they can help you track down where it is coming from.

https://support.atlassian.com/contact/#/

[Shawn]

Thanks