User can't see the workflow

[christopher.barron]

The status doesn't change for one of my users. The user can't see the same work flow as as anyone else.

[christopher.barron]

Quick question...  How do you login as an end user again?

[Trudy Claspill]

https://support.atlassian.com/user-management/docs/log-in-as-another-user/

[christopher.barron]

[christopher.barron]

Here's a pic of the active WF / Transitions that they should be following but aren't.  

[Trudy Claspill]

Hello @christopher.barron 

Welcome to the Atlassian community!

Can you be more specific about what your user does and does not see?

How are they trying to "view the workflow"? Are they trying to change an issue status and not getting the same option (for the same issue) as other users?

What type of project are the issue in; Software, Service, or Work Management?

Is it a Team Managed project or a Company Managed project?

Are there Conditions applied to the workflow transitions that would prevent the user from selecting certain destination statuses?

[christopher.barron]

It's software, company managed and there are conditions.  They should be getting the same results based on the workflow published but they're only seeing the open->closed options. 

[Trudy Claspill]

We would need additional details to try to help you debug this more.

Can you get the user to provide a screen image of what they see, and share that with us?

Can you share a screen image of the workflow diagram?

Do you have more than one workflow in the Workflow Scheme applied to the project?

What are the details of the Conditions being applied to the various transitions?

Does the user have the same Product Access and group memberships as the other users? Has the user been granted Jira Software product access (versus Jira Work Management or Jira Service Management access)?

[christopher.barron]

I've inserted a diagram of the workflow that they should be following but aren't. There's also another project using this workflow.  I've made the user Project Admin (we only have Jira software cloud)

[Trudy Claspill]

So, first I want to point out a potential red flag.

It looks like the Create transition is going into the Open status which, because it is blue, is part of the "In Progress" status category. Generally the Create transition should go to a gray status, which would be part of the "To Do" status category.  Perhaps I am not seeing the transition clearly because of the display of the transition names.

This workflow is quite complicated and challenging to read. Can you tell us what are all the transitions that can be made from the Open status to other statuses? And what are the Conditions on each of those?

If the user is looking at an issue that is currently in the Open status, and the only status they can change it to is Closed, then there is a high probability that there are one or more conditions on each of the other outgoing statuses from Open that prevent the user from seeing them.

[christopher.barron]

This is the only options that the end user sees in the top pic,  Also, a pic of the transitions after "Open."

[Trudy Claspill]

I'm sorry, I guess I was unclear.

Please detail in words, not with a picture, what transitions are configured to exit from the Open status.

If the user sees Open > Closed, and Open > Blocked, then that is two of the transitions configured in the workflow to exit from Open.

Are there other transitions that exit from Open?

What do other users see when they are viewing the same issue and click on the button to change the status? For each of those transitions that other users see, what are the Conditions specified for those transitions?

Example:

From	To	Conditions
Open	Closed
Open	Blocked
Open	Done Reviewing	User must be a member of the Approver role (for example)

[christopher.barron]

What are the steps when loggin  as an end user again?