Approval from service desk portal doesn't transition from 'waiting for approval' to next state.

[Ken Wood]

Looking at the issue in service desk it says that it was approved right above the list of approvers, but the issue didn't transition out of 'waiting for approval'.

Clicking on the approve button while looking at the issue in service desk DOES transition to the next state. 

So it seems that somehow the approve operation in the portal isn't triggering the state transition in the workflow but service desk records the fact that it is approved.

What do I need to do to get the transition to also happen?

[Ken Wood · Accepted solution]

Found the issue - the workflow approval transition on the 'Waiting for Approval' state was configured for the Decline option but not for the Approve option. Once the Approve option transition was configured, it all worked.

[Olga Videc]

Hello Ken, 

Have you read this?

https://confluence.atlassian.com/servicedeskcloud/setting-up-approvals-816880004.html

BR, Olga

[Ken Wood]

I've read the server version of the documentation, we don't use cloud.

Is there something specific in there relevant to this problem that I missed?

Because right now 'decline' works as expected, and 'approve' works as expected from email and directly in jira, the issue is specific to 'approve' from the portal.

[Olga Videc]

Have you changed something?

Permission, automation, workflow, Jira I administer has a mind of its own sometimes, simply doesn't work and all of the sudden it works how? why? Don't know 

[Ken Wood]

Nothing has been changed that I'm aware of.

[Olga Videc]

I don't have any more advice, happy it works, hopefully, doesn't create any more problems :D

BR, Olga

[Raynard Rhodes]

You may need to setup an automation in Project Automation that will transition the issue when transitioned. I had this issue initially as well.

In this one there is an extra transition because if the Reporter is in a supervisor group then it will automatically go through the approval.

[Ken Wood]

I don't think that's the solution.

This isn't happening when the issue is created. The issue has been transitioned from "Open" to "Waiting for Approval."

I have an automation rule to look for approval via email, and it works. The item is marked as approved and the transition to the next state occurs.

But when the issue is approved in the portal, while it also shows as 'approved', it does NOT transition to the appropriate state.

Even more bizarre, if I 'decline' via the portal, it DOES transition to the appropriate state.

So, for some reason, 'decline' triggers a state transition, but 'approve' does not...