Issue Summary

Issues that have an approval step in their workflow are occasionally getting stuck in the approval stage. The Jira UI shows that an approval decision is pending on the ticket while the approval history tab shows that an approval decision has been made.

This issue appears to be intermittent in that there is no specific pattern identified for which tickets may get stuck.

Steps to Reproduce

1. Configure an approval workflow step in your Jira Service Management project
2. Create an issue using the Issue Type associated with the workflow from the previous step
3. Transition the ticket to the status which triggers an approval requirement
4. Approve the decision (no reports have been received about "rejected" issues running into this behavior so far)

Expected Results

The issue transitions to the appropriate status.

Actual Results

The Jira UI continues to show that it is awaiting an approval decision, yet the approval history shows a decision was made.

Workaround

If the workflow allows for the ticket to be transitioned out of the approval status, ie to the status it was before the approval step, completing this transition and re-processing the approval generally gets the ticket "unstuck" and allows for the approval to process successfully.