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Unable to change issue status using groovy in Jira Service Desk

In my company, I was aksed if can I write a script, that will change status from "Resolved" to "Resolved by customer" if client resolve it.

So I added the needed status and created the script, the script is working correctly, but I think Jira Service Desk is preventing it from changing the status.

What's happening:
Client resolve the issue, so the status is changing to "Resolved". Script listener is picking it up and doing a transition to "Resolved by Customer" status. Then Jira discovers it and its changing status back to "Resolved".

In logs I have this:

WARN [request.CustomerRequestInternalManagerImpl]: The first customer request status found, does not appear to match the actual issues current customer request status. Attempt a re-sort operation before return results

The more odd thing is that, on the issue I see "Resolved" status, in portal in issue details I can see "Resolved" status, but when I go to list of issues, I can see that they have "Resolved by Customer" Status.

Any idea how to baypass it?

2 answers

1 accepted

0 votes
Answer accepted

I got it working by using Built In script listener called "Fast track transition".

Hi there,


Can you share your script with us? I have written scripts to change issue status before but you have to use a transition you can't do it without using a transition.

here are the fragments that do transition, I tried two different approaches, but the result is the same:

def user_object = userManager.getUserByName("dwodzinski") //before I used logged in user, tried to check if my account with admin right do difference

def transitionOptions = new TransitionOptions.Builder()
if(issue.getStatusId() == "5"){
transitionValidationResult = issueService.validateTransition(user_object,, 1131, new IssueInputParametersImpl(), transitionOptions)
issueService.transition(user_object, transitionValidationResult)
WorkflowTransitionUtil workflowTransitionUtil = ( WorkflowTransitionUtil ) JiraUtils.loadComponent( WorkflowTransitionUtilImpl.class );

This is the script I have used previously to transition is

def user = ComponentAccessor.getJiraAuthenticationContext().getLoggedInUser()
def issueInputParameters = issueService.newIssueInputParameters()
def wpAgreedStatus = 31
def WpIssue = issueManager.getIssueObject("1234")

IssueService.TransitionValidationResult validationResult = issueService.validateTransition(user,, wpAgreedStatus, issueInputParameters)
if (validationResult.isValid()){
issueService.transition(user, validationResult)
} else {
log.debug("There is an error in the transition for ${WpIssue} errors: ${validationResult.errorCollection.toString()}")

The transition is ok, my script change the status, but Jira change it back,

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