Workflow with approver did not proceed to the next transition after approving

[ginxx009]

I have this transition

So from the Dept Head after approving it should go to the Check transition right but the problem here is that it did not go to the Check transition . It a bit weird because I have only 2 tickets that didn't go through other tickets went well .

JIra Admin please I need answer why it happened? Is there something wrong with my workflow ?

[Alex Koxaras -Relational-]

Hi @ginxx009 ,

Apart from what @Dirk Ronsmans told you, it would be great if you could paste us the workflow as it is shown on Jira.

I would also check the history of these issues to see anything that doesn't fit. You can also paste the history to us as well.

[ginxx009]

and the status look like this now

So basically from ....->Dept Head -> Check  after approving it should go to the Check transition right.

and this is the workflow

[Alex Koxaras -Relational-]

Thank you for pasting all the info @ginxx009 .

From the history you pasted, it seems that this issue was approved at least two times, correct? Can you click on the "Dept Head" status and paste us the approval configuration please?

[ginxx009]

It was approved twice because I have 2 approvals before going to the Check transition

the Pending IS Approval is also have an approval that's why it's two approval on the history.

[Alex Koxaras -Relational-]

First of, and just to get it out of the way, you most likely the 2nd "cancel" transition from your "dept head" status to cancel status, is obsolete. I would recommend to remove it. It only adds confusion. Once cancel is enough :)

Now to your problem. I find this quite odd and strange, especially if only two tickets didn't transition to the next step of your approval. Another two checks I would perform are:

• These two tickets that fail to proceed to the next approval status, have anything in common? Like approvers? Agents?
• All the other tickets that got approved and proceed to the next status, have anything in common or different with the two problematic tickets?

My only thought to this point has to do with permissions and transitioning an issue (although I'm not 100% sure).

[ginxx009]

2 tickets have the same IS Approver and Dept Head Approver . But it won't cause a problem just because 2 transition approvers are the same right???

[Alex Koxaras -Relational-]

No it will not cause a problem. But the other tickets, who do they have as approvers? Are the same as those two problematic tickets?

[ginxx009]

Sorry for the late response and yes they have the same approver

Ticket 1

Person_1 -> Person_1

Ticket 2
Person_1 -> Person_1

[Alex Koxaras -Relational-]

Well, it seems that I ran out of ideas and I can't figure out why on earth two of your tickets behaved like that. If you are using any plan, besides free, I would advise you to ask for help from Atlassian support directly.

[ginxx009]

Thank you for taking time on this problem so what we did was just move the 2 tickets manually for now because the other ticket are behaving correctly and the "BUG" did not occur for the new tickets

[Dirk Ronsmans]

Hi @ginxx009 ,

the fact that only 2 tickets didn't go thru leads me to believe the flow itself is fine.

Do you maybe have another validator/condition set up on that transition that is blocking these 2 specific tickets?

It's a bit hard to troubleshoot without any specifics so if you can share more details about the "failed" tickets that would be great.

I'm also wondering, now that they are approved, do you see the transition to manually move them or is the "Check" status not showing either?

[ginxx009]

I can see the transition to manually move actually.

this is the only validations

Condition(1)
Issue transition will be blocked if there is a pending approval.

[Dirk Ronsmans]

Since you can move it manually I would still consider the workflow as correct. (unless if you try and move it manually you get a popup to enter some data?)

If not and you are not on a free plan, i would suggest to open a call with Atlassian (https://support.atlassian.com/contact) to see if they can check the logs.

[ginxx009]

Can you check my reply with Alex . Those Screenshots might help ? before I proceed to calling support

[Sue Webber]

We have also encountered this.

We recreated the exact scenario and it worked a 2nd time.