Issue with workflow

[ritu gurdatta]

We have 2 workflows in one project:

1. MG Copy of TOS Workflow (Incident) (Open, In-progress. etc)

2. TOS/COS Standard Service Workflow (Open, No offer needed, rejected, etc)

First type of workflow is assigned to Task, Incident, Question or Problem issue types but whenever we create tickets the status is set to “No offer needed” when this status is NOT even present in the first workflow? It should go straight to Open but it doesn’t. In the task itself it shows the correct assigned workflow. 

Even if it is second workflow, first stage should be open but it is always set to ''No Offer Needed''. Would you have any idea? 

[Kseniia Trushnikova]

Hi @ritu gurdatta,

It sounds like the status No offer needed may be the initial one in the workflow. Could you check it and change it to Open if necessary? Here's the instruction: https://confluence.atlassian.com/adminjiraserver/configuring-the-initial-status-938847496.html

Also, could share screenshots of the workflow scheme and the workflows themselves?

[ritu gurdatta]

[ritu gurdatta]

Hi @Kseniia Trushnikova 

for Task, Incident, Question or Problem issue types, 1st workflow is assigned but it sets 'No offer needed' as initial one why? Could you please help?

[Kseniia Trushnikova]

The workflows look fine. Do you have any Automation rules or scripts which can transition issues to the status No offer needed?
Also, are there any entries about status change on the issue tab History?

[Kseniia Trushnikova]

@ritu gurdatta, also, please double check that the workflows are published and the scheme with them is applied to the project.

[ritu gurdatta]

@Kseniia Trushnikova There is no entries in the history tab.

[ritu gurdatta]

I have one more question- How can I check scripts or rules? I am not getting that option to check?

[Kseniia Trushnikova]

@ritu gurdatta, to check Automation rules, go to Project settings > Automation. If you have Scriptrunner or JMWE installed, you can check scripts on the tabs in System > Manage apps. But there should be entries in the History tab, if an Automation rule or a script ran.

Could you send a screenshot of the project workflow scheme (Project settings > Workflows)? Just to see what issue types the workflows are assigned to.

I'm also wondering if your issue can be related to workflow inconsistencies... Could you run the SQL query mentioned in the documentation https://confluence.atlassian.com/jirakb/issues-transition-to-the-wrong-status-due-to-workflow-inconsistencies-1182932402.html ?

SELECT name FROM os_wfentry WHERE id=(SELECT workflow_id FROM jiraissue WHERE project=(SELECT id FROM project WHERE pkey='TEST') AND issuenum=101); 

[ritu gurdatta]

Hi @Kseniia Trushnikova

Here you find the attached picture of WF schema assignment. Let me know if you need anything else.

[Kseniia Trushnikova]

@ritu gurdatta, okay, workflow inconsistencies is my last guess. You can check it with the SQL query or by making a copy of workflow.

I'd recommend you to contact the Atlassian support: https://support.atlassian.com/contact/