JSM Workflow is different in case of one ticket than rest of ticket

[Prateek Garg]

Hi Team

I am facing quite a strange situation. For one of the ticket in one of the project, I am not getting the transition status "customer acceptance testing". I need to move this ticket from "waiting for customer" to above mentioned status. 

But, for all the rest of the tickets this is not the case. As I can move them to  transition status "customer acceptance testing" from "waiting for customer".

Please explain , if someone knows.

Regards

[Alex Koxaras -Relational-]

Hi @Prateek Garg and welcome!

We are going to need a few more details to your problem, in order to see the problem.

This could be the case of this ticket using a different workflow that all the rest (e.g. different issue type).

Another issue could be that this ticket you are referring to, could be resolved and the transition is not allowed.

Or another would be condition inside the workflow which prohibits this transition.

Some screenshots of the issues, and workflows, as well as its conditions would be handy.

Regards,
Alex 

[Garg, Prateek]

Hi Alex ,

I have added the screenshot. In the screenshot you can see , that one has the customer acceptance test and another has not.

And  both follow same workflow and belong to same project,

[Alex Koxaras -Relational-]

@Prateek Gargsorry but I can't see any screenshot. Where did you attach them?

[Garg, Prateek]

[Garg, Prateek]

Hi @Alex Koxaras -Relational-  Please find the screenshot of those transition

[Nic Brough -Adaptavist-]

So is it a different type of issue with a different workflow?

If not, then what are the conditions on the missing transition?

[Alex Koxaras -Relational-]

@Garg, Prateekclick "view workflow" on each of these issues, and paste the screenshots please.

[Nic Brough -Adaptavist-]

Does the issue have a different workflow to the others?  (Workflows are selected based on the issue type, in the workflow scheme).  If it is using a different workflow, then check that your transition exists in the separated workflow.

If it is using the same workflow as the other issues, then you'll need to check the conditions on it - the most likely cause of this is that there is something checking the transition can be done according to current data and it is blocking the transition because something is failing the condition.