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Tutaj trzeba zrobić biznesowy opis, czym są goale, jakie są ich rodzaje i do czego te rodzaje stosować. Dodatkowo nawiązanie do kalendarzy, umów SLA i do advanced JQLa z dokumentacji Atlassiana.

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

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How It Works

SLA PowerBox allows - On Time Service Delivery plugin allows you to create multiple SLA Goals applicable to different SLAsSLA Agreements. 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.

Each SLA Goal is defined individually, and independently from the others. If there are multiple SLA Goals applicable to an issue, all of them will be assigned to it. Thanks to that you can simultaneously track various SLA’s metrics on an issue.

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

Reaching KPIs

Apart from 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.

SLA Goal define maximum time assigned to SLA METRIC fields. Each SLA Goal lets you set default maximum time and a set of rules for assigning time to specific issues.
Each SLA METRIC can be assigned to one SLA Goal.

list of goal-items, each connected to a separate time limit, goal type and calendar. When SLA Metric is being calculated,  the goal items are checked to find the first matching entry and determine the appropriate time allowed. If you have one universal time limit, it's enough to set up the "All remaining issues" goal item with your own value. SLA PowerBox - On Time Service Delivery also allows you to simply count the time without setting up any allowed time.

SLA calculations may depend on issue attributes. E.g. for high priority issues (priority=High) the allowed resolution time is 24 hours but for normal priority issues (priority=Normal) it can be 48 hours. SLA Goals allow you to define a set of criteria and assign the relevant time to each of them. Additionally, the SLA PowerBox plugin allows you to use the time limits directly in an issue, so you can use an issue field to determine the maximum SLA time (both in minutes or hours) or set a deadline directly from the Date or the DateTime field. When setting up a Goal you must enter some dates for each goal item.

These attributes occur in every single goal item. Put as many goal items as you need, but remember "All remaining issues" are always checked out at the end (if no better match was found).

Goal types

When entering each goal item you can choose from the following options:

• Count time (fixed SLA Time) - simply enter a fraction of time (e.g. 5h 20m). You can use hours (h) and minutes (m) there.

• Time from field (individual SLA Time) - use it when you need to enter time on the issue-level. The SLA value will be taken from a selected number field.

• Date from field - uses the Date/DateTime field as a direct SLA deadline (e.g. Due Date or the Date/DateTime custom field). Please note that any deadline is not moving forward automatically when SLA Metric is paused.

• No deadline - this option is valid for the "All remaining issues" goal item only. If you select this option no deadline will be calculated for issues not matching any other goal, but the SLA timer will be working and calculating the time spent on an issue. This option is useful when you want to track time for internal issues or simply monitor time without setting any deadline (e.g. for internal issues).

Adding/Editing

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SLA Goal

1. Log in as a user with

   the JIRA Administrators 

   the 'Jira Administrators' global permission.

2. Choose Image Removed > Add-ons

   Navigate to Admin menu →  Manage apps. Select SLA PowerBox

   >

   → SLA

   Goals to

   Goals to open the SLA Goals page.
   

    Tip

   Tip:

   Use 

    Keyboard shortcut: g + g + start typing sla goals.

3. Click the Add SLA Goal button or the Edit link.

4. Fill in the Name and Description fields.

5. Define Issues using JQL and set the time limits (Goals) for them

   
    Tip: Issues will be checked from the top to the bottom and assigned to a time target based on the first matching JQL statement

   .
   

    Goal

    The Goal value for "

   all

   All remaining issues" is

   required!

   optional. If you don't set it up (leave "No deadline" option checked), no deadline will be calculated.

6. Assign one of your SLA Calendars

   ,

   so that the time is measured properly.

7. Confirm with Create/Save button.

Expand
title Example of SLA Goal. Click to expand
Image Added Issues (JQL) - criteria to be checked against an issue. Goal - time limit for the issue. Negotiated date - allows negotiating start and finish date of the issue. Even if the issue is created in Jira after it was actually resolved, SLA will be calculated properly. SLA Calendar - select previously defined calendar from the list. Operations - click Add button for each criterion. Once all goals set, press Create. Image Modified

Assigning Goals to SLA Agreements

SLA Goal once defined can be assigned to one or more SLA Agreements. It allows you to reuse the same time limits for different metrics and projects. Read more about creating SLA Agreements.