Workflow buttons are not visible for some issues

[Syngenta Requests]

Team,

One of our users has an issue of type story with 5 sub-tasks.

The workflow buttons do not appear for him to transition between statuses, although it appears in other stories.

1- The integrity checker solution won't work for us.

2- We cannot install/use any plugins in our system.

3- I checked and the user has all the needed permissions

4- The issue has status New with a Validator that user should have Create issue permissions which he does

5- There are no other conditions/validators.

Ideas for a permanent and valid solution?

Many thanks in advance!

[acc1211 · Accepted solution]

Hi

So recently i have also ran into these kind of issue and this was due to database being corrupted . For me how i fixed the issue was if you go to the system from administrative tab . In system support you can find integrity checker > check for workflow integrity . Check mark all the field and then run it . Maybe this could solve the problem for you .

[Syngenta Requests]

The integrity checker solution won't work for us as there are many issues and I cannot risk running it without knowing what fix will be made for each of the issues in different projects

[acc1211]

you don't have to run it on whole instance , but on one individual field ie.., workflow integrity . you could try to do it after office hours and after getting a backup . 

[Syngenta Requests]

Yes, I did for the workflow integrity alone which has 81 errors from different projects.

Taking a backup of all this is risky.

I hope there's a better solution.

[acc1211]

Maybe this could help

JRASERVER-70990

if you don't want to go for full backup.

But looking at the number of error you are currently having and as you are saying your instance is a large one . I think it is better for you to perform the full integrity check after a full backup as soon as possible . So as to not face any issue in the future . 

Note : the above solution comes with a small cost .

[Syngenta Requests]

We don't own this decision so we can't just do it(regarding the Integrity checker fix) and it could fix things that could affect users in other projects as long as we don't know exactly what's being fixed so I don't consider this an option.

I checked your link but I get the site can't be reached although I have a good connection.

[acc1211]

https://jira.atlassian.com/browse/JRASERVER-70990  try using this . looks like i didn't post the correct link .

[Syngenta Requests]

Thank you so much :)

This worked today! First tried cloning nothing changed then changed issue type and back again and it worked.

But then I got another issue for another project and tried the changing issue type which didn't work so I tried cloning which worked

 Ideas about what's going on? :D

Thank you so much ...that was helpful! I accepted your answer.

[Syngenta Requests]

But one more thing:

For the 2nd issue which I cloned, they were actually 2 issues created by mistake from an original issue and the workflow buttons were not appearing to close, so the user asked if we could set their resolution as a duplicate of the original ticket.

When I couldn't make the buttons appear by changing the issue type, I cloned both issues and then deleted the 2 which I cloned from.

Now, one last thing, I want the issue number to be the same as the ones I deleted so that it doesn't appear that I cloned them as cloning created two different issue numbers and made the issues appear as the most recently updated which is not a good thing to the user.

Ideas?

[acc1211]

nothing i can think of

[Daniel Ebers]

Hi @Syngenta Requests

reading through all the post I am wondering if the root cause has been clarified?
Do you know how it happens that the issues get into such "broken" state?

I had a similar issue these days - so I wanted to chime in and ask if you are able to tell the version of Jira running on this troubling instance?

Thanks in advance!

Regards,
Daniel

[Syngenta Requests]

Hi Daniel,

Well, the version we use is 8.5.1

No root cause has been clarified, this seems to be a Jira bug.

Sorry for not replying earlier, but yesterday as our weekend :)

Have a great day!

Best,

Shaimaa

[Daniel Ebers]

Hi Shaimaa,

thanks for clarifying. The bug I had in mind, https://jira.atlassian.com/browse/JSWSERVER-20770, does not match so your observation. It states:

This issue was introduced in JSW 8.11.0 and is not occurring in 8.10.1.

It was an idea, but it turned not out to be the same thing.
Sorry - this did not help.
Regards,
Daniel

[Airbus Driver]

There have been some Community posts over the years about running into a similar issue but it seems like the one thing you may have not tried is to 're-publish the workflow'. Refer to this post and the solution that worked for the reporter - Workflow Transition Buttons Do Not Appear for All Tickets 

[Syngenta Requests]

Hi Viggo,

Thank you for the very quick response.

So you are suggesting that I edit, pretend that I am making changes but make none and then re-publish?

Btw, I ran an integrity checker in case the below info helps:

ERROR: HRSS-957 - The workflow entry with id 491986 has an incorrect state. (JRA-4241)

[Airbus Driver]

This seems to be bug as documented in JRASERVER-4241 , however, according to most of the users, the problem was fixed by running the Integrity Checker. But, I understand that running the Integrity Checker did NOT fix the issue for you?

If not, you could try edit, pretend to make changes (make none) and then re-publish the workflow.

[Syngenta Requests]

Unfortunately, re-publishing the workflow did not fix issues either.

For the integrity checker, I did not click Fix because there are lots of similar issues in different projects and I am not sure what changes Fix will make to each so I cannot risk that.

[Airbus Driver]

Thanks for the report. Have you considered making a backup and then running the Integrity Checker Fix?

Backing up data 

[Syngenta Requests]

Very risky, Viggo