Summary

If an item is unexpectedly moved back to Resolved after being approved, one possible cause is a Jira workflow restriction preventing Ketryx from transitioning the item to its closed status. When Ketryx cannot complete the status update in Jira, the stale status is read back on the next sync, which reopens the record and clears signatures.

Symptoms

• Items revert to Resolved shortly after being approved in Ketryx
• The Ketryx approval widget shows all approvals, but the Jira status still reflects the pre-approval state (e.g., "Resolved")
• Only items that required a Jira status transition at the time of signing are affected. Items already in the target Jira status are unaffected.
• Opening an affected item in Ketryx triggers a re-sync that reverts the status and clears signatures

Root Cause

Jira workflows support a "Restrict who can move a work item" rule on individual transitions. When this rule is applied to a transition that Ketryx needs to execute after approval, Jira reports the transition as visible but marks it as unavailable to Ketryx's integration account.

Here is what happens step by step:

1. A user approves an item in Ketryx
2. Ketryx attempts to transition the corresponding Jira item to the closed status
3. Jira returns the transition in its API response, but marks it as "isAvailable": false due to the restriction rule
4. The transition fails with an error: "Can't move [item]. You might not have permission, or the work item is missing required information."
5. Since the Jira status never updates, the next time the item syncs, Ketryx reads the old status, moves the item back to Resolved, and clears signatures

How to Verify

1. Open the relevant Jira workflow for the affected item type
2. Click Edit workflow
3. Select the target status that Ketryx is trying to transition items to (e.g., Closed)
4. Select the transition leading to that status
5. Check if a "Restrict who can move a work item" rule is applied

If this rule is present, it needs to be removed or updated to allow the Ketryx integration account to perform the transition.

Prevention

When configuring Jira workflows for use with Ketryx, ensure that no transition restrictions block Ketryx from moving items through any status that Ketryx manages as part of its approval or rejection process.

For the recommended Jira workflow configuration, refer to the Ketryx approval workflow documentation.