Customer Portal Transition doesn't work for one fork of the workflow

[Stephanie Zickert]

Dear Atlassian Community!

I have an issue with a Transition done from the Customer Portal. I also googled the topic but couldn't find anything, yet...

JIRA: 7.8

I created a workflow which is forking in the beginning and than coming together later

I did the forking with conditions.

Here is the workflow: 

Red is one path, blue the other one. With the green Statuses there is an approval needed. With the pink transitions I have an issue.

If I walk the red path those transitions are working, If I walk the blue path they are not

If I click in the Customer Portal on the Button "Backup Uploaded" nothing is happening. I need to cancel.

If I take the red path it is working (Customer User/Agent User).

But I can do the transition from JIRA while taking the blue path as an Agent.

What I did:

I switched off and on the "Show on Customer Portal" Option.

I deleted the Transition and created it again.

On the Status are no properties attached.

On the Transition are only the standard functions  of JIRA attached:

Maybe you have an idea? I am clueless, why it works with one path and not with the other.

Thanks a lot for you thoughts!

Best,

Steph

[Mikhail Ershov]

@Stephanie Zickert just ideas what to check -

• look at the jira log if there are any server side errors or exceptions
• look at the browser console if there are any javascript errors on the client side
• check with another browser, at least I faced problems with MS Edge 

[Stephanie Zickert]

Hi!

Thank you for your quick reply and the suggestions.

In the server log I didn't see any related entries (as far as I know)

I tested with Chrome, iExplorer and Firefox, same same

But I checked the Browser Console: and indeed there seems to be an issue:

So thank you for the hint with the Browser Console! We solved the issue! Thank you very much! I am very grateful.

Best,

Stephanie

[Marelis Bolivar]

Hi, stephanie.zickert@lfs-consulting.de.
We're having the same problem with a transition that doesn't work from the user portal.
We checked the browser console and we get the same message that shows your image.
Could you indicate more details of how the problem was solved?

Thanks! 

Marelis

[Stephanie Zickert]

Hi Marelis,

we couldn't transit, because you can't be the reporter and a participant at the same time.

So I got rid of copying the reporter and approvers to the participants.

I hope I could help!

Best,

Steph

[Marelis Bolivar]

Thank you, Steph, 

I performed tests and effectively if I charge the same reporter as a Participant the transition fails, by removing him from the Informant field and leaving him as a Participant the transition functions normally from the portal.

The only problem is that we found cases where this worked before, i.e. cases where the Reporter was also a Participant and was able to execute the transition through the portal normally, so I'm afraid we haven't found the real cause of the transition block in our case yet.

Thank you very much for your response, it was very useful to advance in the tests and at least give a temporary solution to users who must Authorize issues from the portal.

Greetings

Marelis