Issue approval does not transition to next status

[Miguel Santos]

I have a status that I configured with an approval. It gets approvers from the CAB field, considers all approvals and has the correct statuses to transition to based on the action.

When in the issue, I press the "Approve" button and it does not transition to the "Approved" status. Neither does it transition to the "Not Approved" status when I press "Decline". What am I missing? I have tried with one and multiple users in that field.

[Viktor]

Can you check for anything relevant in the logs? Last log addon can help.

More screenshots would be nice. Workflow. Approvers. Approvals. Issue before approvals and after approvals.

[Miguel Santos]

Hello @Viktor ,

Thank you for your reply, and I apologize for the late response.

I installed the addon you recommended, the following entry is added when I approve the issue:

2020-02-17 10:36:13,814+0000 PsmqAsyncExecutors-job:thread-178 WARN hdagent 636x29601x1 1w52xkv 0:0:0:0:0:0:0:1 /secure/WorkflowUIDispatcher.jspa [c.atlassian.ozymandias.SafePluginPointAccess] Unable to run plugin code because of 'com.atlassian.servicedesk.api.NoSuchEntityException - The request type you are trying to view does not exist.'.

I don't understand the relation to the problem because the approval is not executed through a plugin.

The workflow:

The approvers will be any users in the CAB field, following this approval configuration:

This is the issue before entering the approval phase:

This is the issue in the approval phase (not the same issue but it follows the same workflow):

For both of those issues, the approver is the same.

[Viktor]

The image does not include the Approvers and CAB, can you post the whole issue screenshot?

[Miguel Santos]

Hello @Viktor ,

I apologize again for the late reply. Here is what you requested:

Thank you.

[Viktor]

Thanks.

Are you logged in as Helpdesk Agent or are you logged in as testing?

[Miguel Santos]

@Viktor ,

I am logged in as testing.

[Viktor]

Then you need to add "testing" to the CAB field

or login as "Helpdesk agent" since that is the only user in the CAB field

[Miguel Santos]

@Viktor ,

I have already done that. The error persists even with other users in the CAB field.

[Viktor]

Can you change the workflow to "Consider approved after: 1 approvals" instead of "All approvals"?

[Miguel Santos]

@Viktor ,

I have tested this, the outcome is the same. I added the user "second" to the CAB field, logged in as that user and approved the issue, but it did not transition to the correct workflow status.

[skadathala]

Hi @Miguel Santos ,

For this u can just can write an Automation rule, so that it will be triggered same as you given.

[Miguel Santos]

Hello @skadathala ,

Thank you for your reply.

I tried the following rule:

It basically says that, when an approval is required, and the issue is in the "Approval" status AND the approval = approved(), it transitions automatically to the next status. When the issue is in the "Approval" status AND NOT approval = approved(), it transitions to the "Closed" status.

This does not seem to work, when I press "Approve" or "Decline" it still does not do anything, is my rule not created correctly?

[skadathala]

Hi @Miguel Santos ,

Please Follow this if " Issue created, Issue matches Request type or Get Approvers from = then select Field to this Edit Issue select fiels "Approvers"

Write as it is then it will trigered

[skadathala]

* Field

[Miguel Santos]

@skadathala ,

I'm sorry but I cannot reproduce that explanation. Could you please be more explicit or possibly share a screenshot?

Thank you.