SLA rule does not do what it should

[Antonia]

Hi, I have written a rule that says if a case is on “Waiting for Customer/Information” and the SLA “time to resolution” date has been reached, then the ticket should be closed.

But today I waited for the time but the rule failed, why? This is without explanation for me. 

I waited extra for 2pm and then the rule failed.

[Marc - Devoteam · Accepted solution]

Hi @Antonia 

The error stated in the audit log of the rule says: Unable to transition the issue to the selected status.

This means the workflow is not providing the transition option to transition an issue from the status Waiting for Customer/information to status Done.

So check your workflow and adapt this to make the automation possible.

[Antonia]

Thank you very much. That was probably the mistake. But is it now possible for my colleagues to manually change the status from “Waiting for customer...” to “Completed”? Because this should only be done via the rule.

So how can I now make this status invisible for my colleagues?

[Valerie Knapp · Accepted solution]

Hi @Antonia , thanks for your post.

The error message says that the automation didn't manage to transition the issue.

Please can you check in the workflow to make sure there is a transition from the status, 'Waiting for Customer/Information' to whatever status you want to put it in, so 'Closed' / 'Done' / 'Resolved'?

Thanks

[Antonia]

That was it, thanks! But do you know, how can I configure the status, so that my colleagues can't use this transition? Only the rule should change the status from "Wating for Customer.." to "Done".

[Valerie Knapp]

Hi @Antonia , thanks for your feedback. You should be able to set a condition on the workflow transition to hide the possibility to do it from the users so that only automations / Jira can do it - https://support.atlassian.com/jira-cloud-administration/docs/configure-advanced-issue-workflows/ .

Is that what you mean? Does that help?

[Antonia]

Hi @Valerie Knapp, thank you for your response! I'm in the Workflow Manager and I can edit the rule, so that I can restrict it to roles or I can select an option.

But there is no option, so that only automations/Jira can do it. Do you have an idea, where I can configure it?

[Valerie Knapp]

Hi @Antonia , thanks for the screen. Ok, I thought this was a company-managed project, sorry. You're not going to be able to do this with a team-managed workflow. I think you will have to settle for this solution that you showed me here, to limit the visibility of this transition to administrators or to a user group, such as the site-admins group, which shouldn't have very many people in it.

Sorry and best wishes

[Antonia]

Oh okay, thank you!

[Alina Kurinna _SaaSJet_]

Hi @Antonia !
I'm sorry to hear your SLA rule isn’t working as expected. SLA configurations in Jira Service Management can sometimes be tricky and limited in flexibility. If you're open to using Atlassian Marketplace add-ons, I highly recommend trying our app, SLA Time and Report, developed by my team.

✅ How SLA Time and Report can help:

• Advanced SLA configuration:
  Define precise start, pause, and stop conditions — even based on custom fields, statuses, or comment types — so your SLA behaves exactly as intended.

• Real-time monitoring:
  Track SLA timers directly on the issue view and through the SLA Grid for full visibility into your SLAs across all issues.

• Work calendar setup:
  Create customized calendars to make sure SLAs are measured within your actual business hours (16x6, 24/7, or any custom schedule).

• Automated actions:
  Set up rules like auto-assigning an issue, changing priority, or notifying your team when an SLA is breached.

• Dashboard gadgets:
  Visualize SLA performance on your Jira Dashboard using gadgets to track SLA met, exceeded, and in progress.

If you’d like, I can share a quick setup guide or help with your configuration — just let me know!

Regards!