Cannot move ticket to another status

[ZivC]

Hi all

Recently we face an issue where we cannot move any ticket on specific project to last status (from Done to Release). Attached you can see the workflow we defined. Problem is it's auto changed to Release it's auto change it back to Done.

In other projects we have with same workflow, it's working fine. 

Any idea what can cause it? I've added transition of merge for this as well, no luck.

Thank you

Ziv

[Daniel Ebers]

Hi @ZivC

when you said you checked all automation rules - did you also check for "Global rules" which are only visible when logging with with an account holding administrator permissions?

It should be reachable by this link:
https://YourSiteNameHere.atlassian.net/plugins/servlet/ac/com.codebarrel.addons.automation/cb-jira-automation-rules

Regards,
Daniel

[Brant Schroeder]

@ZivC have you checked your project automations?  You should also be able to look at the issue history to see what is happening?

[ZivC]

I turned off all automations and issue still persists on few items. All rest of the issues are fine...any clue?

[Brant Schroeder]

For the few items that continue to have the issue are they all using the same workflow?  Do they use the same workflow as the issues not having the issue?

[ZivC]

Yes, they are using the same workflow...we identify ~10 issues with the same behavior while rest are working fine. We turned off all automations and rules, issue still persists...

[Brant Schroeder]

@ZivC what are you seeing on the history of the issue?  Who is causing the action?  Can you share a screenshot of the issue history?

[ZivC]

I just looked at the history, and it seems we have another rule executed to change the resolution to None and then it moves back to previous status. See attached. not sure where this can be as all rules are disabled currently. So looking now to see where this resolution updates can come from. Any idea?

[ZivC]

And just to add: Tried to look for this automation with the actor as mentioned, can could not....all automations are disabled...

[Brant Schroeder]

Is there anything on the workflow?

[ZivC]

Nope, all workflow rules and transitions are removed. Issue still persists. The strange thing that we cannot find this rule which is behaving as Admin actor. I think the only option we have is to remove those tasks or clone them....and then try to mark them as "Released"