Integrating Approval Steps with Time to SLA in Jira Software Workflow

[Ayush Pathak]

I need to add an approval step to the workflow in Jira Software, and I believe we're using a third-party tool, Time to SLA. The requirement is that the SLA should start only after the approval is accepted. Could someone provide a step-by-step guide on how to achieve this?

[Dick]

Hi Ayush,
As your quest starts with a status transfer to "accepted", an automation on status change would give you the opportunity to mark the initial start date-time in a custom field.

Your third party tool Time to SLA should then maybe be so smart as to monitor that custom field and check if the difference between current date-time and the initial start date-time exceeds the set SLA limit.

If exceeded, Time to SLA should fire an event / give a notification / flag the issue / other