500 internal server error during work item transition in Jira Cloud

Summary

Trying to move a work item to a particular status results in an internal server error in Jira Cloud. The only error message is:

"500 - Internal server error."

Invalid status transition in workflow

This error occurs when the status into which the work item is being transitioned is invalid. Removing a status from a simplified workflow can cause this invalid state.

To verify whether the status is invalid:

1. Edit the workflow in Text mode

2. Find the transition that causes the error in the list

3. Verify if the Status information is displayed correctly or if you see a red question mark (?) instead of the status name.

If a red question mark is displayed in place of the status name, then the transition is missing the status information, and is in an invalid state. See the screenshot for an example:

Fix the invalid workflow transition

You have two options to repair the workflow:

• Repair the invalid transition using Text mode

  • This allows you to use the pre-existing status without any further problems

• Delete the invalid transition and remove the faulty status

  • This removes the invalid status completely to avoid the problem in future

Repair the invalid transition

1. Copy the affected workflow

   1. This is required as you can't delete statuses in active workflows

   2. Please refer to How to copy an existing workflow for instructions

2. Edit the newly copied workflow in Text mode

3. Select Edit for the faulty workflow step

4. Use the Linked status dropdown to select the appropriate status

5. Select Update

6. Publish the draft workflow

7. Associate your new workflow with the project

   1. Please refer to Configure workflow schemes for instructions

Delete the invalid transition

1. Copy the affected workflow

   1. This is required as you can't delete statuses in active workflows

   2. Please refer to How to copy an existing workflow for instructions

2. Edit the newly copied workflow in Diagram mode

3. Select the Transition arrow

4. Select Delete transition

   1. This leaves the workflow step "orphaned" with no transitions leading to or from it

5. Switch to Text mode

6. Select Delete step for the "orphaned" step

7. Publish your draft workflow

8. Associate the new workflow with the project

   1. Please refer to Configure workflow schemes for the steps

Note: You will be unable to delete the status directly in the workflow editor. When you attempt to, you'll receive the below error message:

"The Jira server was contacted but has returned an error response. We are unsure of the result of this operation."