---
title: "Handling Jira Transition Availability Issues in BigPicture"
canonical: "https://support.appfire.com/space/SUPPORT/3498443038/Handling%20Jira%20Transition%20Availability%20Issues%20in%20BigPicture"
format: markdown
---
This page helps support engineers troubleshoot reports that a Jira workflow transition is available in native Jira but missing or unusable in BigPicture or BigGantt views.

> ℹ️ **Use this article when:** the customer says a user can perform a transition in Jira, but the same transition does not appear or cannot be executed in BigPicture, especially when Jira workflow conditions or transition screens are involved.

# Issue summary

Customers may report one or both of the following behaviors:

- A Jira transition is visible and executable in Jira, but not available in BigPicture.
- A transition that uses a Jira transition screen cannot be completed from BigPicture views such as Gantt, Scope, or Board.

In the referenced case, the customer specifically used a Jira workflow condition based on **User is in Project Role**. The affected user belonged to the required role, could execute the transition in Jira, and was also a BigPicture Box Administrator, but the transition still was not available in BigPicture.

# What is currently known

> ⚠️ **Known limitation:** Jira transitions that require a **Transition Screen** are not fully supported from within BigPicture or BigGantt views. These transitions may be unavailable or silently blocked in the app even though they work correctly in Jira.

Support should also be aware of an adjacent behavior: BigPicture app roles and Box permissions control what a user can do inside the app, but they do **not** replace Jira workflow logic. A user may have sufficient BigPicture permissions and still be unable to see or execute a transition in the app because of how Jira workflow conditions are evaluated in that context.

# Likely causes

- **Transition screen configured in Jira:** the app cannot fully render or process the Jira transition dialog inline in all views.
- **Workflow condition mismatch in app context:** conditions such as project-role-based restrictions may behave differently when the action is triggered from BigPicture rather than native Jira.
- **Misunderstood permission model:** customer assumes Box Admin or app permissions override Jira workflow conditions.

# How support should assess the case

1. **Confirm the symptom.** Ask whether the transition works in native Jira for the same user and same issue.
2. **Check for a transition screen.** If the workflow transition uses a Jira transition screen, treat this as the primary explanation.
3. **Check whether a workflow condition is applied.** Pay special attention to conditions based on project role, user membership, or other Jira-side workflow restrictions.
4. **Clarify the BigPicture context.** Ask which view is affected: Gantt, Scope, Board, or another app view.
5. **Verify expectation setting.** Confirm whether the customer expects BigPicture permissions to govern transition availability.

> ℹ️ **Fast triage shortcut:** if the transition has a Jira transition screen and works in Jira but not in BigPicture, you usually do not need deep permission troubleshooting first. Start by explaining the known limitation and offering the workaround.

# Recommended support response

Use language like this, adjusting as needed:

> The current behavior is consistent with a known limitation in BigPicture and BigGantt. Transitions that require a Jira Transition Screen are not fully supported directly from app views, so they may not appear or may not execute there even when they work in native Jira. In addition, Jira workflow conditions are still enforced independently of BigPicture app roles, so Box Administrator access does not override Jira transition logic.

Then provide the practical next step:

- Perform the transition directly in Jira when a transition screen is required.
- If the transition must be executed from BigPicture, simplify or remove the Jira transition screen where business rules allow.
- If the concern is app-level action control, review BigPicture permissions separately with the customer.

# Workarounds

| Scenario | Recommended workaround | Notes for support |
| --- | --- | --- |
| Transition uses a Jira transition screen | Advise user to complete the transition in native Jira | This is the safest and most accurate workaround |
| Customer needs transition from BigPicture | Suggest removing or simplifying the transition screen if feasible | Customer should validate workflow impact before changing production workflows |
| Customer wants to restrict actions in BigPicture | Review BigPicture app and Box permissions | Useful for app actions, but does not replace Jira workflow conditions |

# What not to promise

> ❌ **Do not state** that BigPicture fully supports all Jira workflow transitions in all views. Do not imply that Box Admin permissions override Jira workflow conditions. Do not promise a hidden setting that enables full transition-screen support inside the app.

# Suggested internal handling notes

- [ ] Confirm whether the issue reproduces only in BigPicture and not in Jira
- [ ] Ask whether the affected transition has a Jira transition screen
- [ ] Identify any Jira workflow conditions, especially project-role-based ones
- [ ] Share the workaround based on the customer’s use case
- [ ] Link BigPicture permissions documentation if the customer also needs app-level restriction guidance

# Customer-facing response template

Hello,

Thank you for the details.

What you are seeing is consistent with current BigPicture behavior. Jira transitions that require a **Transition Screen** are not fully supported directly from BigPicture views, so they may be unavailable there even when they work correctly in native Jira.

Also, Jira workflow conditions are evaluated independently from BigPicture app roles. This means that being a **Box Administrator** in BigPicture does not override Jira workflow conditions such as **User is in Project Role**.

Recommended options:

- Use the transition directly in Jira for workflows that require a transition screen.
- If the transition must be available from BigPicture, consider simplifying or removing the transition screen if that fits your workflow design.
- If you want to manage what users can do inside BigPicture itself, we can also review the app permissions configuration.

You can find more information about app permissions here: [BigPicture Permissions](https://appfire.atlassian.net/wiki/spaces/DLP/pages/2211580061).

Best regards,  
Support Team