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Sam techniczny opis dodaj/edytuj/usuń jest mniej istotny, ale też powinien być. Unknown User (agnieszka.dunin@coresoftlabs.com) spróbuj zrobić to w czwartek, ja wprowadzę korekty i na to samo kopyto zrobimy pozostałe strony

 

SLA Goals are time conditions that need to be applied to a given group of issues due to SLA's requirements.

SLA PowerBox allows you to create multiple SLA Goals applicable to different SLAs. Each SLA Goal has its own time measurement which is started, stopped, resumed, finished, and canceled by performing given changes any (chosen by you) JIRA field in an issue, e.g. time to first response’s measurement is usually set to start when the issue is created and stop when the first comment is made. SLA PowerBox is also fitted with KPI tracker. That makes SLA PowerBox a brilliant tool to manage the most complex SLAs in an organization or team.

How It Works

SLA Goal automatically assigns time limit to an issue. The issue is chosen according to prefined cryteria. Time is measured accoring to the chocen SLA Calendar's settings.

Defining SLA Goals

In the admin panel you can define SLA Goals by setting:

  1. Issues based on JQL functions.
  2. The goal that includes time measurement method and time limit.
  3. The SLA Calendar according to which the time will be measured.

Issues

Issues are based on JQL functions, which means they may be defined by any JIRA field's content. Read more about JQL in the Atlassian documentation. 

Goal

Count time sets time limit (e.g. 1h), or activates timer.  

Time from field copies the time value from any other JIRA field.

Set deadline date sets deadline to an issue.

Events tiggering time measurements are defined in SLA Behaviours.

SLA Calendar

Choose one of your SLA Calendars so that the time is measured in accordance with the calendar aproved in your SLA.

Managing Complex/Multiple SLAs

SLA PowerBox allows you to create multiple SLA Goals applicable to different SLAs, including time to resolution, time to first response, time per assignee, and many others.

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SLA Goals are organized in groups so that you can admin each SLA on 's goals in a separate section.

In the admin panel you can define SLA Goals by setting:

  1. Requirements based on JQL functions (e.g. Priority in (High, Critical), Assignee is Mark Smith).
  2. The goal that includes time measurement method and time limit. They are: count time (sets time limit, or activates timer), time from field (copies the time value from any JIRA field), and set deadline date.
  3. The SLA Calendar according to which the time will be measured.

Reaching KPIs

Apart from Apart from time a dedicated time measurement, every SLA Goal has its own KPI tracker which shows the active to hold ratio, number of restarts, time in on hold, number of breaches, time in goal, SLA Calendar assigned to the SLA Goal.

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