We have some Users in our environment that have reported that after they create new issues in JIRA, the workflows disappear from the issue's and then they are unable to close or cancel those issues. What is causing this to happen in JIRA and how can it be resolved? Please advise.
From the desription of the problem it looks like a Worflow permission problem to me. If it happens to only few users then you need to check the membership groups for those users.
I would also suggest checking workflow transition conditions and step properties for your workflow. One of these will be able o tell you th eroot cause of the problem.
I've run into a similar problem before; this has happened for some issues that were imported using CSV, and also issues that were being transitioned by more than one person at a time; it kind of "locked" it and messed it up. I'm wondering if your issues were already there, though, and you upgraded, maybe there were some errors with those isuses that affected them during the upgrade? In any case, let's troubleshoot a bit:
Since the upgrade, have any newly, manually created issues had the same problem?
Can confirm that the particular issues that seem to have this problem are broken for all users in your instance or just a particular set of users?
Have you tried cloning the issues and attempting the transition on the clone instead?
Hi Nat, the issues were already their. We upgraded from JIRA 4.2 to JIRA 4.4.4 and also upgraded our database from Oracle 10g to 11g. This is not occurring across the board but so far we have had Users report at least four such issues where the workflow drop down went missing after most of the issues were created manually in JIRA. After the issues were created, the Users wanted to progress by clicking on the workflow drop down which disappeared altogether and when the Users tried to cancel or close the issue, they could not because JIRA stopped responding altogether, the Users did not see an error message or anything of the like.
Hi Nat, these were newly manually created issues and were created after the upgrade. When I logged in to JIRA, I saw the same thing as well and I am one of the Administrators for our system. My Senior Analyst was able to transfer the issue and then close it but even she did not see the workflow transition and could not initially close the issue until she re-indexed the entire system. You are saying that more than one person tried to update or progress the issue at the same time and that might have caused the issue to lock up. Please advise.
One other option, though a little nuclear, is to use the "import from external system" function to change the status value in the database. So, you would create a spreadsheet with one row, and the following columns:
issue key (ID of the issue whose status you want to change - required so the import knows which issue to update)
summary (required to do any imports, just copy paste from the ticket itself)
issue type (required to do any imports)
status (the target status for the issue)
Then save this as a csv file, go to the import from external system menu in the System section of the admin console, and import. The fields will be updated with the values in your csv file.
It doesn't fix the problem, or address a root cause, but it does update the status. So if you've only got one or two problem issues, this can be a good way to get them through the workflow without cloning (and losing comments, continuity, etc.).
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