In project management, effectively monitoring ticket resolution times and maintaining a high level of customer service is crucial. SLA (Service Level Agreements) serve as a standard to clearly define expectations for task completion times. In the Jira environment, the SLA Powerbox tool for Cloud offers functionalities that transform SLA management into a simple, transparent, and ergonomic process. In this article, we will explore the capabilities of this tool, showcasing its potential through screen examples, descriptions, and integration with JQL.

SLA Powerbox is a tool designed with simplicity and an intuitive interface in mind. The process of creating and managing SLA is straightforward and ergonomic, allowing teams to save time and focus on task execution.

Key Features of SLA Powerbox:

• Creation of complex SLA metrics with precise definitions for start, pause, resume, stop, or cancel moments.
• Goal definition using formulas similar to JQL, enabling advanced filtering of issues.
• Use of dedicated calendars to define working days and hours, allowing realistic SLA tracking with the ability to account for holidays or days with non-standard work hours.
• Dynamic deadlines based on values from custom fields in Jira.

SLA Powerbox enables real-time tracking of deadlines and monitoring of issue resolution times through intuitive icons and color-coded indicators. This functionality is available in both Jira Software and Jira Work Management projects, making the tool highly versatile.

Dynamic SLA Timers:

• Each issue includes timers displaying the remaining time until the SLA deadline.
• Intuitive icons and color codes indicate the SLA status: active, breached, or paused.

One of the greatest advantages of SLA Powerbox is its advanced integration with JQL (Jira Query Language). The tool offers a set of functions that enable precise filtering of issues based on SLA data.

Example JQL Functions:

slaMetricDeadline – This function allows you to search for issues based on SLA deadlines. This makes it easier to effectively monitor upcoming deadlines that might pose challenges to the team, enabling better workload management and action planning.

ignoreFlowingDeadline – This option allows you to include or exclude issues with active but paused SLAs.

Query Example:

issue in slaMetricDeadline(“SLA metric 1.0”, “<“, “2024/11/07 23:50”, “false”)

This query will return all issues with SLA deadlines before the specified date, including those with paused SLAs.

SLA Powerbox is a comprehensive solution for SLA management in Jira. It offers not only advanced metrics and dynamic deadlines but also an intuitive interface that simplifies team workflows. Its features allow you to customize every aspect of SLA to fit your company’s unique needs. Visit the Atlassian Marketplace today and explore SLA Powerbox to streamline SLA management in your organization.