Unable to transition issue

[Aki Martiskainen]

Hello

I'm having a "coming and going" issue with a certain workflow where from time to time I, and others, seem to lose the ability to transition issues correctly.

Below you can see my workflow:

Transitioning from NEW to WORK IN PROGRESS works and normally the WIP to RESOLVED transition works fine too. Sometimes the workflow seems to develop a bug of some kind where the only available transition when in WIP status is PENDING.

Now I just faced this issue again today and tried to transition from WIP to PENDING status and this is what happened:

When I clicked to confirm PENDING status, the issue by itself moved to WIP and then to RESOLVED. I'm baffled by this.

I should say that I have full admin rights in the environment and the affected project and that there have been no changes made since the workflow was last functioning. There are also no conditions in the "Resolve" transition:

I have successfully fixed this issue twice before by copying the workflow and moving all issues to the new workflow. It's obviously identical but works like a charm. That task is a nuisance though and I would not want to continue doing it as I'm sure this is not the way JIRA is intended to work.

If you have any suggestions in how to fix this, please do share!

EDIT:

I want to add something: Currently the issue is causing another weird "bug", if you can call it that, where the resolved issues remain in the "All open" (issues) default search view. I gathered so much, that it's because the "Resolution" field is left "Unresolved" when the issue is not properly transitioned to RESOLVED. In the transition I've added a screen that requires the "Resolution" info. Also there was one instance where an issue had moved to CLOSED status after RESOLVED status, even when there is no such status in that workflow.

[Nic Brough -Adaptavist-]

It sounds like you have scripts or automation that are detecting your changes of status and deciding to issue more of them somewhere.

Check listeners, escalation services, and automations.

[Aki Martiskainen]

Thank you Nic, I will do that and get back to you.

[Aki Martiskainen]

Listeners:

I understand that the Listeners should be available under System > Advanced > Listeners.

I only have the following categories available under System > Advanced:
Attachments
Events
WebHooks
Services
LexoRank management

So, no Listeners there. Maybe it's the JIRA version I'm using? Under Help > About JIRA I can find thee version: Jira Service Desk Application 3.3.0-OD

Escalation services:

I had never heard of these before and browsing through our JIRA doesn't tell me anything regarding to these services. We do use the linking of issues from time to time between SD and Software projects but that is not the case here and we don't have any automation set up for that activity either.

Automations:

We do have some automated tasks set up for this project. Here are the automated tasks that affect this workflow:

Update when a linked issue changes. - When a linked issue is transitioned and link type is "is caused by", then add comment to issue "Please check this issue"

Comment re-opens issue. - When a public comment is added by customer when issue is in RESOLVED status, then transition issue to NEW.

[Nic Brough -Adaptavist-]

I listed a batch of possibilities, I would not expect you to see them all!  Escalation for example, probably only there if you have ScriptRunner or an escalation app.

I went for these because you show 5 post-functions on the transition, so I doubt there's anything in there, and hence lean towards something doing it automatically.

But I'm a bit stuck - although you have a couple of automations here, neither of them  are defined to tell your issues to transition like this.  The only thing I can think of is that you've got automations defined globally somehow, or you've missed ones that affect this project.

[Aki Martiskainen]

Ok I see, better to check everything there is to check :)

Care to guess any reason why it has worked for some time and now suddenly stopped? This has happened a few times already in the fairly recent past and duplicating the workflow and moving issues fixes it, even without changing any settings - global or other kind.

I will check if I can find any global automations in our JIRA environment.

[Nic Brough -Adaptavist-]

I can't think of a way that Jira would do this without admin changes - someone adding or reconfiguring something that is moving things around automatically.

[Aki Martiskainen]

I was unable to find any global automation that would have affect like this. Luckily the problem hasn't renewed again.