Unable to update SLA status when ticket status is changed

[Waqas Shahid]

I want to change the SLA status using automation, let say if the ticket status is changed to "Pending Customer Side" then SLA status should be changed to "Done"

[Marc - Devoteam · Accepted solution]

Hi @Waqas Shahid

Welcome to the community.

What you refer as SLA status is the Resolution field in Jira not an SLA status.

If you don't have a transition screen or a post-function in the transition on the workflow on setting an issue to a "Done" (green) status, where the Resolution field is set.

The value show, will then remain "Unresolved".

See also this best practice KB article; best-practices-on-using-the-resolution-field 

[Waqas Shahid]

Thanks, I now know that it's resolution field. Problem solved.