SLA Goals

What are SLA Goals?

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

How It Works

SLA PowerBox - On Time Service Delivery plugin allows you to create multiple SLA Goals applicable to different SLA Agreements. Each SLA Goal has its own 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.

Issues (JQL) 

Goal

Calendar

Issues (JQL) 

Goal

Calendar

You can enter custom criteria to be checked against an issue. It's possible to enter as many goal items as you need, but remember each issue is checked against them until the first match is found. It's essential to manage the goal items' order. We suggest using JQL which is an issue's life-cycle independent. Also, be careful when using the date functions e.g. 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 the following options described below.

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

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 SLA Goal

  1. Log in as a user with the 'Jira Administrators' global permission.

  2. Navigate to Admin menu →  Manage apps. Select SLA PowerBox → SLA Goals to open the SLA Goals page.
    Tip: Keyboard shortcutg + 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.
     The Goal value for "All remaining issues" is 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.

 

  1. Issues (JQL) - criteria to be checked against an issue.

  2. Goal - time limit for the issue.

  3. 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.

  4. SLA Calendar - select previously defined calendar from the list.

  5. Operations - click Add button for each criterion.

  6. Once all goals set, press Create.

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.