Resolution screen doesn't show

We have a resolution screen attached to a Resolved transition. However, for some users the screen fails to pop up, resulting in "silent" transition without updating resolution field. It does work find for the majority of users. What gives? We are at Jira 7.3

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If a screen is set on a transition, it will appear for all users using that transition.  Are you sure they are all using the same transition?

That's what they claim they do but I should probably double check.

Turned out they were using alternative transition. Thanks Nic for guessing it!

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