Frequently Asked Questions

Why am I unable to access or sign off on a ticket in Jira using the approvals widget?

There could be a few different reasons for why you may be unable to access or sign off on a ticket in Jira using the approvals widget.

• The Jira project is not company managed
• An administrator may have altered the Ketryx standard workflow
• Training in Ketryx has not yet been performed or a required field has not yet been filled out
• A milestone is blocking your approval
• Your approval settings are blocking your approval

The Jira project is not company managed

Ketryx does not integrate with Team-managed Jira projects. If you have connected a Ketryx project with an empty team-managed Jira project, delete both projects and connect a new Ketryx project with a new company-managed Jira project.

If you have an existing team-managed project that already has completed tickets, please contact your Ketryx representative or email support@ketryx.com. You will need to migrate the existing tickets from the team-managed project to a company managed project.

An administrator may have altered the Ketryx standard workflow

Please contact your Ketryx representative or email support@ketryx.com. You may need to reconfigure your projects to utilize the Ketryx standard workflow in Jira with the help of a Ketryx Client Operations member.

You will need a Jira instance administrator to configure your Jira project back to the Ketryx standard workflow.

Ketryx recommends the following practices to ensure this does not happen again:

• Limit Global Admins: Ideally, each Jira instance should have only one global admin. The Jira Admins group has the authority to edit workflows for all projects, so it's crucial that they ensure modifications do not affect unrelated projects. Multiple global admins increase the risk of errors, as they may inadvertently alter workflows that are intentionally set for specific projects.

• Delegate Workflow Administration: While it's important to limit global admins, consider delegating some workflow administration responsibilities to Project Admins. In Jira Software, simplifying workflows allows project admins to adjust their own workflows. In later versions of Jira, you can grant "extended project admin" permissions to enable limited workflow editing. Project admins can add or edit status and transition elements in a project workflow, but they cannot access deeper configurations such as post functions and validators. It's important to note that project admins with limited Jira knowledge can inadvertently cause issues, particularly with the resolution field. Only Jira Admins, who understand the implications of these changes, should modify resolution and "done" fields.

• Require Approval for Workflow Changes: Ensure that all admins, regardless of their permission level, understand that Ketryx workflows should never be modified without explicit approval from the lead Jira Admin and a Ketryx Client Operations representative. This ensures that any changes to the workflow are carefully considered and agreed upon by all relevant parties, reducing the risk of unintended disruptions.

Training in Ketryx has not yet been performed or a required field has not yet been filled out.

If you utilize the Ketryx EDMS functionality, you may need to perform Training in the Ketryx EDMS. Alternatively, if you have not yet filled out a required field, you may receive a message saying that you need to fill out this field before the ticket can be signed.

Example: Unable to sign due to unconfirmed training

Example: Unable to sign due to required field

A milestone is blocking your approval

If a milestone is blocking your approval, you may receive a message like the image below. If you encounter this message, perform the required task to close the milestone. Once the milestone is closed / approved, you will be able to sign off on the ticket.

Your approval settings are blocking your approval

You may have approval rules that enforce certain conditions that are preventing you from signing. If you navigate to the approval rules under the project settings, you'll be able to see the set approval rules (you may need to be the owner to access this setting).

Based on your approval rules, you may need to satisfy the conditions set by the organization owner prior to signing off on this ticket. You may view the approval rule conditions for each setting by clicking on the accompanying tooltip.

If your approval rules recently changed, you may need to reopen the ticket, resolve the ticket again, and then re-sign.

If you are still unable to access or sign off on a ticket in Jira using the approvals widget, please contact a Ketryx representative or email support@ketryx.com.