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
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 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.
How It Works
SLA Goal automatically assigns time limit to an issue. The issue is chosen according to predefined criteria. Time is measured according to the chosen SLA Calendar's settings
Defining SLA Goals
In the admin panel you can define SLA Goals by setting:
- Issues based on JQL functions.
- The goal that includes time measurement method and time limit.
- 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 triggering 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 approved 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.
Adding SLA Goal
- 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.
Tip: Use Keyboard shortcut: g + g + start typing sla goals - Click the Add SLA Goal button.
- Fill in Name and Description fields
- Define Issues using JQL and set 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 for "all remaining issues" is required!
- Assign one of your SLA Calendars, so that the time is measured properly.
