Self Reflecting (aka Looping, aka Action Issue) Transition is not displaying in issues

[Holly Wood]

Hello, all.

I have created a workflow specifically for incidents.  In this workflow, I want to have self-reflecting transitions for our "Waiting" statuses (e.g. Waiting for user, Waiting for vendor, Waiting for partnership) to allow agents to transition back to the same status after adding a comment about following up with the external entity.

The problem I am running into is that none of these self-reflecting transitions are displaying in the transition selection drop-down in the incidents.  I have been trying to troubleshoot this over the past couple of days and have had no luck in getting this working.

Troubleshooting tried:

• Permissions check: I am an admin and agent for this project.  I do not have any issues transitioning to any other displayed transition.
• Condition/Validation check: There are no conditions or validations on these self-reflecting transitions.
• Recreate workflow: I have already recreated the workflow from scratch and replaced the existing workflow to see if this was the issue.  Still, the self-reflecting transitions are not displaying.
• From-All with Condition: I tried replacing the self-reflecting transition with a "From all statuses" transition that had a condition where the status was equal to the "Waiting" status name.  This did not display either.

Does anyone have any ideas on how to get the self-reflecting transitions to display?

[Sid Pathirana · Accepted solution]

Hi - the self-reflecting transitions now appear under the Actions menu instead of the workflow transitions menu. The example below shows two types of self-reflecting transitions in a simple workflow and how they appear in the Actions menu. 

[Holly Wood]

Wow!  Thanks for the quick answer!  That is it exactly; we never tried checking the Actions drop-down.

[Charlie Misonne]

I just realized this today too.

It's difficult to explain to users they have 2 buttons to perform a status transition.

[Nathan Panuco]

@Charlie Misonne 100% - I've got a function that works from multiple statuses to transition it to a Special status but when trying that same function from the Special status you have to do it differently. By not having it available in the transition menu, it cannot be used from JSM queue screens.