Symptoms

Workflow transition fails with these messages in the atlassian-jira.log:

http-nio-8080-exec-12 ERROR username 976x8516x1 18h1zmi 192.168.1.2,0:0:0:0:0:0:0:1 /secure/CommentAssignIssue.jspa [c.a.jira.workflow.DefaultOSWorkflowConfigurator] Could not load class 'com.innovalog.jmwe.plugins.validators.CommentRequiredValidator'
java.lang.ClassNotFoundException: com.innovalog.jmwe.plugins.validators.CommentRequiredValidator

http-nio-8080-exec-12 ERROR username 976x8516x1 18h1zmi 192.168.1.2,0:0:0:0:0:0:0:1 /secure/CommentAssignIssue.jspa [c.a.jira.workflow.OSWorkflowManager] Caught exception while attempting to perform action 171 from workflow 26206 on issue 'SI-1234'

Diagnosis

For troubleshooting this problem, you can check the logs and export the workflow as XML.

 If you are unsure which is the affected workflow for you to export, you may go to Jira administration (gear icon) > Issues > Workflow Schemes, and to confirm which workflow applies to the affected issue (project + issue type).

Or you can take the id from the error and run the following query to get the workflow name from the database:

SELECT id, workflowname
	FROM jiraworkflows
	WHERE id = '26206';

In this example, if 'SI-1234' is an Incident issue type, the appropriate workflow would be SI: Incident Management workflow for Jira Service Management.

• In the workflow view select edit.
• Export to xml

• Open the exported xml file and look for action 171 in the xml file

      <action id="171" name="Done">

• This action will show the class for the action

  <arg name="class.name">com.innovalog.jmwe.plugins.validators.CommentRequiredValidator</arg>

Cause

Workflow has a validator that refers to a specific class and this class comes from a third-party plugin. It can happen with different plugins using the validator class as well:

com.innovalog.jmwe.plugins.validators.CommentRequiredValidator is a validator class that is from the JMWE plugin.

Resolution

There are four ways to fix it:

• Suggestion 1:
  • Install the latest compatible version of this plugin.

• Suggestion 2:
  • Remove the validator that refers to this plugin from your workflow.

• Suggestion 3:
  
  • Check in the workflow what step is using this validator class. You may want to remove if it's an unnecessary validator.
• Suggestion 4:
  
  • Check that the application is enabled.