what do approvers not approved ticket as per SLA ,

[Sunoop Puthur]

Some approvers are taking a long time to approve. IT service desk agents can manage this situation, because there delays response will affect ticker SLA 

[Dirk Ronsmans]

@Sunoop Puthur can you clarify your question a bit?

If you mean that your SLA becomes an issue because your approvers take too long to approve/decline then I'd suggest rethinking your SLA's. (or really SLO's since SLA's and requests are a bit weird)

Normally an approval should not be part of the SLA/SLO process. The SLA should reflect the time it takes to execute the request and not the full cycle.  (especially if the approval is not part of the IT organisation but maybe a manager of the requester).

[Kateryna_v_SaaSJet_]

Hi @Sunoop Puthur 

If this is a stable problem, then I would recommend that you set up notifications to approvers sometime before the deadlines. But if the client side has to approve, it can be set as a condition for SLA Pause.

If you are not against using third-party apps, I will show you an example of such settings in the SLA Time and Report for Jira add-on, which my team developed.

You can customize this for your project as well. The add-on is free for teams of up to 10 users and has a 30-day trial, so give it a try!

[Rick Westbrock]

In the SLA configuration in the Conditions section there is a "Pause counting time during..." section where you can exclude a status. If you have a discrete status which requires approval such as Waiting for Approval then just exclude it from the SLA timer so that agents don't get penalized for approvers taking too long to respond.

[Curt Holley]

What @Dirk Ronsmans said.