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  1. Jira Service Management Data Center
  2. JSDSERVER-5353

Having the same user as Reporter and Assignee leaves the issue not transitionable through Customer Portal

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    • Icon: Bug Bug
    • Resolution: Duplicate
    • Icon: Low Low
    • None
    • 3.3.1, 3.3.2
    • Customer Portal
    • None

      Problem definition

      If the Reporter on a request is also the Assignee, the request cannot be transitioned via the Customer Portal.

      Steps to reproduce the issue

      1. Show the Resolve this issue transition on the customer portal as per this guide.
      2. As an Agent, create a request and assign it to yourself.
      3. Go to the Customer Portal and click on Resolve this issue.
      4. A pop-up for comment (optional) will be displayed, click on Resolve this issue.

      Expected result

      The issue is resolved.

      Actual result

      An error pop up, the issue is not resolved. An NPE below can be seen in the atlassian-jira.log.

      2017-08-24 14:28:13,133 http-nio-8082-exec-12 url:/rest/servicedesk/1/custo.../transition username:agent1  ERROR agent1 596x219709x9 17nivfx 207.61.145.4,10.0.0.7 /rest/servicedesk/1/customer/requests/transition [c.a.p.r.c.error.jersey.ThrowableExceptionMapper] Uncaught exception thrown by REST service: null
java.lang.NullPointerException
	at com.atlassian.jira.workflow.OSWorkflowManager.getWorkflow(OSWorkflowManager.java:276)
	at com.atlassian.jira.workflow.OSWorkflowManager.getActionDescriptor(OSWorkflowManager.java:389)
...

      Workaround

      • Transition the issue via Service Desk agent issue view.
      • Assign the issue to other Agents.

            [JSDSERVER-5353] Having the same user as Reporter and Assignee leaves the issue not transitionable through Customer Portal

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              Unassigned Unassigned
              michin Michelle Chin
              Affected customers:
              1 This affects my team
              Watchers:
              1 Start watching this issue

                Created:
                Updated:
                Resolved: