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How can i delay a escalation transition in workflow till SLA breaches? Edited

Hi All,


I am new to Jira (month's experience), apologies in advance for asking question which is not everyone's requirement.


I am building a service request workflow with escalation status transition from waiting for NOC (pre acknowledgement state) and in progress (under resolution). This escalation status can by transition by customer. I want to delay this transition till ticket is within Time to respond and time to resolve SLA. Customer can transition to escalate only if these SLAs are breached. (attaching workflow for better understanding).


Can anyone help me with solution to achieve this? 


Thanks in advanceEscalation workflow..PNG

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