Fixing a workflow step...can't add transitions

[Andrea Landwehr]

Hi again! I'm very happy this group is so knowledgeable for a newbie like me. Today I had someone change a status on a service desk ticket to one called "on hold". After they did it, then could only then change it to "esclated" or "closed" and couldn't put it back into an "open" status. 

I went through the workflow and see something odd. If I open most of the steps, I can use the Add Transition button to make changes. On this one, I can't and it looks weird. Is there anyway to decipher why this is that way? 

[Kian Stack Mumo Systems · Accepted solution]

Andrea, 

What does the Diagram view look like? Can you add a transition in that view? 

Have you tried creating a copy and modifying that copy to see if that will work? 

If neither of those work, I'd recommend raising a support ticket with Atlassian. 

[Andrea Landwehr]

Ok - so here's what the diagram looks like: when I try to edit it via the diagram view, I follow these steps and get a different error:

1. Click on Add Transition. I reuse one already created to go from On Hold to In Progress.

2. After adding the transitions - I repeated prior step for each I wanted to be able to transition from On Hold to, I went to publish the workflow. I chose to save a backup and hit publish. The following error then came up. 

d

I don't know what that means...I didn't set these up and am trying to pick up where our consulting group left off. I'm currently trying to google for more info on setting up transitions to try and understand....However, if you know and can share, I would greatly appreciate it!

[Kian Stack Mumo Systems]

Andrea, 

It's a little confusing, I agree. Jira is kind of weird in that they do not allow you to publish new "outgoing" transitions to an active workflow if that status doesn't have any currently going "out" from it. 

This is especially confusing considering that you allow "All statuses" to transition into "Closed" and "Escalated". Jira does not count those as "outgoing" transitions from "On Hold". Again, it's weird and confusing. I don't know why those don't count, but they don't.

To fix this, you need to create a brand new copy of your workflow and make your changes on the new, inactive copy. Once you've made those changes, you can modify your workflow scheme to add your modified copy to the correct workflows. 

I hope this makes sense!

Thanks, 

Kian

[Andrea Landwehr]

Oh man, I have a lot to learn!

Ok, so I should be able to copy the workflow, then make my changes in the copy and then publish that? I will try it out.

thanks again!

[Andrea Landwehr]

This fixed my issue! thank you!