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SLA Goals are time limits that need to be applied to an issue due to SLA's requirements.

How It Works

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 cancelled 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 organisation or team.

Defining SLA Goals

SLA calculations can depend on issue attributes. E.g. for High priority issues (priority=High) allowed resolution time is 24 hours but for normal priority issues (priority=Normal) it can be 48 hours. SLA Goals allow you to define set of criterias and assign relevant time to each of them. Additionally SLA PowerBox allows lets you use time limits directly in issue, so you can use an issue field to determine maximum SLA time (both in minutes and hours) or set deadline directly from Date or DateTime field.

 

Issues (JQL)GoalCalendar

You can enter custom criteria to be checked against issue. It's possible to enter as many goal items as you need, but remember each issue is checked against them until first match is found. It's essential to manage goal items' order. We suggest to use JQL that are issue's life-cycle independent. Plese also be careful when using date functions (like startOfDay()). Read more about JQL in the Atlassian documentation.

Fill it in with your time limit for issues matching the goal. You can use one of following options described below.

Enter one of previously defined calendars to specify working hours when SLA time can be counted. If you want to use 24x7 calculations you have to create appropriate calendar.

Goal types

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

  • Count time - simply enter a fraction of time (e.g. 5h 20m). You can use hours (h) and minutes (m) there
  • Time from field - uses an issue number field as number of hours/minutes to deadline
  • Date from field - uses a Date/DateTime field as a direct SLA deadline (e.g. Due Date or a custom field)
  • No deadline - this option is valid for "All remaining issues" goal item only. if you select this option no deadline will be calculated for issues not matching any other goal, but SLA timer will be working and calculating time spent on 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).

 

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.

Adding SLA Goal

  1. Log in as a user with the JIRA Administrators global permission.
    Choose  > Add-ons. Select SLA PowerBox > SLA Goals to open the SLA Goals page.
    (info) Tip: Use Keyboard shortcut: g + g + start typing sla goals
  2. Click the Add SLA Goal button.
  3. Fill in Name and Description fields
  4. Define Issues using JQL and set time limits (Goals) for them
    (info) Tip: Issues will be checked from the top to the bottom and assigned to a time target based on the first matching JQL statement.
    (info) Goal for "all remaining issues" is required!
  5. Assign one of your SLA Calendars, so that the time is measured properly.

 

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