Unable to resolve an issue

[Sangeetha Jana]

Unable to resolve the ticket.

When we click on the "Resolved" button. The issue doesn't get resolved. We dont see any error.

Can we get some help here.

[Andy Heinzer · Accepted solution]

Hi,

I understand this is a Jira Server instance that appears to be getting stuck when trying to execute this transition screen.  It's unlikely to be a permissions problem, as Jira typically won't show you the transition buttons if your account doesn't have the ability to do that.

Since the dialog box doesn't disappear, your web browser should contain more information that would be helpful to troubleshoot here.  I'd recommend using the in browser dev tools to see what console messages are being displayed in the browser when trying to click that resolve button.  I expect that the browser is going to generate more log info that will help here, something like a 4xx or another HTTP error code that might explain why this doesn't work as expected.

You could also try to look inside Jira's atlassian-jira.log file when this happens, but it's possible that log won't contain helpful errors if the problem is on the browser side vs Jira's side.

[Sangeetha Jana]

Will take a look at logs. However, the problem is not only with me. All the users of the project are unable to resolve the issues of certain type.

Also, the users are able to transition state of other issues in same project.

[Sangeetha Jana]

Analysed Jira's atlassian-jira.log file and found that a custom field was missing.

Thank you team for the help!

[John Funk]

Hi Sangeetha - Welcome to the Atlassian Community!

Have you re-indexed lately? Maybe try that. 

When you click on the Resolved button, does it just return to the issue? Does it transition to the next status but the Resolution field is not updated? Or will it not even transition? 

[Sangeetha Jana]

We have not re-indexed. Also, will there be any impact if we re-index the project?

When I click on Resolved button, there's no change, it does not return to the issue, It remains in the same page.

There is no change in the status of the issue when I click on resolved button.

[John Funk]

No, there will be no impact to the project to re-index. You can do that in the background if people are working in Jira right now. 

Do that, then refresh the page after the re-index is done, and then try it again. 

[Sangeetha Jana]

Re-indexed the project. Still unable to resolve.

[John Funk]

go to the permission scheme, used by the project, and use the permission helper there. Try the transition issues and resolve issues and edit issues permissions and see if there’s any problems with any of those.

[Sangeetha Jana]

There is no problem. User has transition issues, resolve issues and edit issues permissions.

Still unable to resolve.

[John Funk]

So the last thing to try would be a different browser, or using incognito mode. If neither of those help, you would need to submit a support request to Atlassian

[Sangeetha Jana]

I have tried different browser and incognito too. That did not help.

As we do not have an active license I cannot raise a support request. Is there any other way to get support?

[John Funk]

Let me see if I can get someone to help. 

[Carlos Garcia Navarro]

Hi @Sangeetha Jana ,

Does the user have the Resolve issue and Transition issue permissions?

[Sangeetha Jana]

Yes, the users have both Resolve issue and Transition issue permissions. Also, the users were able to resolve issues in the past.