You don't have permission to transition this issue

[Alex Schuster]

Hello!

We have a problem with one issue in JIRA. Noone is able to Resolve/Close or Transition this issue. I have checked few users, all of them including me (an admin) have permissions to perform all mentioned actions (used permission helper) but we all see only options from screenshot "You don't have permission to transition this issue"

We do not have similar problem with any other issue. Any suggestions? I am new to managing Atlassian products

[Daniel Ajenjo]

Hi Alex,

Have you checked in the available transitions that leave the current state (Backlog) the conditions or validations they have applied?

I would recommend you to check both the properties of the "Backlog" state and the outgoing transitions to other states, to check that there is no configuration that blocks the ability to transition, as we rule out that it is a permissions problem because you have already checked it.

Another test you can perform is to add a new transition to another state to validate that a clean transition works correctly.

[Lina Kuhn [TNG]]

Hi @Alex Schuster ,

I am not sure whether this solves your issue, but you can try to transition the issue using a bulk operation. So search for it, select it, and choose "bulk operation" and try to transition it then. You may also try to clone it and if transitioning works then, delete the old one.

Seems like a bug if it does not occur with any other issue.

Best,
Lina

[Alex Schuster]

Hi! Thank you for this tip. I have attached some additional information I have found under Radek Dostal answer in case you will have additional ideas about it

[Radek Dostál]

This sounds like the age old bug that happens from time to time, best I could find is https://jira.atlassian.com/browse/JRASERVER-65690 which sort of describes it.

That and https://confluence.atlassian.com/jirakb/workflow-transition-buttons-are-missing-from-the-view-issue-page-or-the-error-you-don-t-have-permission-to-transition-this-issue-is-displayed-800304645.html contain workarounds how to unfreeze the issue.

Basically, the issue's current status is not aligned with it's workflow (how and when this happens is rather tricky to reproduce but in short, workflow is a multi-step action, if Jira for example crashes in between those steps, then you can end up with an issue stuck in limbo like this.)

The trick is to force a workflow remapping for the issue, either by moving it between issue types or updating the workflow scheme, both are described better in those links though.

[Alex Schuster]

Thank you! I will check those but in meantime I have found out few things
1. Attaching Workflow
2. This issue was cloned from different one
3. It has an information "No workflow transitions have been executed yet."

So I assume it was cloned when the original ticket was on BACKLOG state and because of that we are now missing possibility to do anything. Any thoughts about that?

[Matt Parks]

It doesn't matter what status the issue that you cloned it from was in, the new issue will always be in the initial status.

You'll need to look at the workflow transitions out of the Backlog status and see if there are any Conditions which the new issues doesn't meet.

It's possible that some fields were cloned from the old issue and the value in those fields is preventing the transitions.

As a quick check, you could always create a new issue of the same issuetype in this project and see if you are able to transition out of the Backlog status.