Uploaded image for project: 'Jira Service Management Data Center'
  1. Jira Service Management Data Center
  2. JSDSERVER-5800

Duplicate Approvals stops users from approving issues

XMLWordPrintable

      Summary

      When creating issues and moving to the approval transition, duplicate approvals and created and as a result the approvers cannot approve a ticket.

      Environment

      Jira Service Desk 3.12
      Multiple automation rules

      Expected Results

      A single approval is created. Approvers can click the approve button to approve issues.

      Actual Results

      Duplicate Approvals are shown in the Approval section of the ticket. Approvers cannot see the approval button.

      The below exception is thrown in the atlassian-jira.log file:

      More than one active approval found for issue[issue key:xxxx] and approver[user key:xxxx] combination

      Notes

      This may only be applicable if multiple automation rules are fired in quick succession.

      Workaround

      Clone the issue, this will create a new issue with a single approval.

      Alternatively, downgrade to a version of Jira Service Desk prior to 3.12

          Form Name

            [JSDSERVER-5800] Duplicate Approvals stops users from approving issues

            Julien Rey made changes -
            Remote Link Original: This issue links to "JSDS-2944 (Bulldog)" [ 390444 ] New: This issue links to "JSMDC-2944 (JIRA Server (Bulldog))" [ 390444 ]
            Alex Cooksey (Inactive) made changes -
            Remote Link New: This issue links to "Page (Confluence)" [ 659184 ]

            Vincent Lee added a comment -

            Same issue on 4.20.1 

            Vincent Lee added a comment - Same issue on 4.20.1 
            Marc Dacanay made changes -
            Remote Link New: This issue links to "Page (Confluence)" [ 633886 ]
            Charlie Marriott made changes -
            Remote Link New: This issue links to "Page (Confluence)" [ 617405 ]
            Rob made changes -
            Remote Link Original: This issue links to "Page (Confluence)" [ 600954 ]
            Satej Mirpagar made changes -
            Resolution New: Fixed [ 1 ]
            Status Original: Waiting for Release [ 12075 ] New: Closed [ 6 ]
            Bugfix Automation Bot made changes -
            Support reference count Original: 11 New: 12
            SET Analytics Bot made changes -
            UIS Original: 141 New: 124
            Arslan Qamar (Inactive) made changes -
            Fix Version/s New: 4.20.4 [ 98814 ]
            Fix Version/s New: 4.22.0 [ 98292 ]

              bfa5bb10b6a8 Arslan Qamar (Inactive)
              khannon Keri Duthie (Inactive)
              Affected customers:
              48 This affects my team
              Watchers:
              39 Start watching this issue

                Created:
                Updated:
                Resolved: