No transitions found for user when trying to reopen requests

[Ben]

I've just created a Service Project, and selected the Automation from the library called "When a customer comments on a closed request → then reopen the request".

I have a single ticket I'm working with at the moment, however when I move that ticket to completed and then attempt to re-open it, nothing happens.

I've tried changing the actor from "Automation for Jira" to myself incase there is a permissions problem but I can't seem to find out the issue.

The full error is:

No transitions found for user. Ensure that the rule actor has permission (including issue security levels) to see issue and perform transitions.

[Brant Schroeder · Accepted solution]

@Ben as @Danny said you will need to update the workflow.  If the workflow does not have any transitions from completed to another status then no one including you, or n automation will be able to move the issue as there is no where for you to move it.  Please adjust the workflow by adding a transition to move the issue to a new status.  Since you are moving from completed to another status you will also need to update the resolution (clear it) otherwise the issue might not show up in certain filters since it will still have a resolution set.

[Danny]

Hi @Ben

Do you have a workflow transition that allows the issue to be re-opened? I have linked to some initial documentation on editing a workflow.

Are you able to provide a screenshot of your issue's workflow? 

Hope this helps,

Danny

[Danny]

Also, are you able to screenshot the rule's trigger as this might be the cause.

[Ben]

I'm getting my head around Jira, I have just created a IT service management (Essentials) template project.

Here's a screenshot of the workflow:

And here is the template automation provided in the project:

[Danny]

Thanks @Ben

Ah I can see that from the screenshot that there is no transition out from either status Cancelled or Completed. Therefore the automation action cannot be fulfilled. 

You will need to edit the workflow to add a transition from those statuses back to the status Waiting for Support. 

Do you need a hand with this or have you got this? :) 

Hope this helps,

Thanks for the support @Brant Schroeder 

Danny

[Ben]

Thanks both. I managed to get around the issue by setting the status as "any workflow can transition to this status" which fixed the issue