Problem Definition

Intermittently, the approval process may fail due to a database connection. From the logs, PSQL_TOO_MANY_CONNECTIONS may be shown. From user experience, admins will notice that after approving a ticket, the issue did not transition automatically.

At the moment, when the request failed, there are no retry mechanism, hence issue were not transition after a ticket been approved/declined

Steps to Reproduce

1. Create an issue in JSM with approval status
2. Approve the issue

Expected Results

Issue transition to the approved/cancel status

Actual Results

Issue didn't transition.

Workaround

Adding and then removing an approver will cause the approval to be reevaluated and will proceed.

You can also remove and then add an approver, but if the approval condition is met when the approver is initially removed, their decision won't be recorded.