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  1. Jira Data Center
  2. JRASERVER-64067

Transitioning a Service Desk issue using default automation rules intermittently fails due to a race conditon

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      Summary

      JIRA Service Desk tickets sometimes do not transition correctly when transitioning through default automation rules.

      The issue will change status correctly, but will not actually transition causing the issue to become stuck as the status has moved on.

      For example, the issue status has changed to Waiting for Support (WFS) but the transition never completed successfully and is still reported as Waiting for Customer (WFC) in the issue history - when these should both be Waiting for support (WFS)

      Steps to Reproduce

      1. Create a brand new JIRA SD 3.3.0 instance
      2. Create a new Service Desk - using the IT template
      3. Create an agent and customer
      4. Create an issue as the customer through the portal
      5. Transition back and forth using comments only until the issue falls into the incorrect status

      Expected Results

      The ticket will transition correctly after a comment is added.

      Actual Results

      The status will appear to be correct, but the transition button will still appear on the ticket.

      Notes

      This warning may appear in the logs: 

      /secure/AjaxIssueAction!default.jspa [c.a.s.i.f.customer.request.CustomerRequestInternalManagerImpl] The first customer request status found, does not appear to match the actual issues current customer request status. Attempt a re-sort operation before return results

      Workarounds

      1. Run the workflow check - check workflow current step entries in the integrity checker, this will show that there are issues which require fixing:
        The current step associated with the workflow entry with id xxxxx has an incorrect stepId.
      2. Use the Fix button and JIRA will fix the issues directly in the database.

      Alternatively, transition each misaligned issue using the transition button on the Agent view so that automation will work again.

          Form Name

            [JRASERVER-64067] Transitioning a Service Desk issue using default automation rules intermittently fails due to a race conditon

            There are no comments yet on this issue.

              szaporozhtsev Sergey Zaporozhtsev (Inactive)
              khannon Keri Duthie (Inactive)
              Affected customers:
              9 This affects my team
              Watchers:
              24 Start watching this issue

                Created:
                Updated:
                Resolved: