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Difference between revisions of "FAQ GGUS-Priority-Colour"

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{{GGUS-header|GGUS-Priority-Colour}}  
{{GGUS-header|GGUS-Priority-Colour}}  


== What is the purpose of the priority colors in GGUS? ==
== What is the purpose of the priority colours in GGUS? ==
The priority colors in GGUS should help supporters getting an overview of the most important tickets.
It is different to the algorithm used in the GGUS [https://ggus.eu/pages/metrics/download_escalation_reports.php escalation reports].
The priority colors have no impact on the metrics generated with the GGUS report generator or manually by the GGUS team.


== Which colors are used? ==
The priority colours in GGUS should help supporters getting an overview of the most important tickets. The priority colours have no impact on the metrics generated with the GGUS report generator or manually by the GGUS team.  
Currently the following colors are used for open states:
* green,
* yellow,
* amber and
* red.
For terminal states GGUS uses
* light blue for status “unsolved” and
* blue for status “solved” and “verified”.


== Which fields are affecting the priority color algorithm? ==
== Which colours are used? ==
The priority color algorithm is affected by the status value and the priority of a ticket.
The priority color calculation for tickets in status "assigned" is based on different values than for tickets in any other open status.


== Are office hours and weekends considered in the priority color algorithm? ==
Currently the following colours are used for open states:  
Office hours and weekends are taken into consideration when calculating the priority color. The system assumes usual office hours from 09:00 to 17:00 o’clock UTC from Monday to Friday for all support units. Different time zones are considered as far as possible.


== What is the algorithm for tickets in status "assigned"? ==
*green,
Support units should change the ticket status to "in progress" or any other open status after receiving the ticket. Thus the support unit has responded to the ticket.
*yellow,
The priority color for tickets dealing with middleware problems of EMI, IGE or SAGA is calculated according to the SLAs of these software providers. The priority color for other tickets is calculated according to the values inherited from EGEE era.
*amber and
*red.


=== Middleware tickets in status "assigned" ===
For terminal states GGUS uses
For middleware tickets in status "assigned" the priority color changes as listed in the table below.


{{{!}}border="1"
*light blue for status “unsolved” and
{{!}}  priority      {{!!}} color  {{!!}} working hours
*blue for status “solved” and “verified”.
{{!}}-
{{!}}  less urgent    {{!!}} yellow  {{!!}}      30
{{!}}-
{{!}}  less urgent    {{!!}} amber  {{!!}}      60
{{!}}-
{{!}}  less urgent    {{!!}} red    {{!!}}      90
{{!}}-
{{!}}  urgent          {{!!}} yellow  {{!!}}      10
{{!}}-
{{!}}  urgent          {{!!}} amber  {{!!}}      20
{{!}}-
{{!}}  urgent          {{!!}} red    {{!!}}      30
{{!}}-
{{!}}  very urgent    {{!!}} yellow  {{!!}}      4
{{!}}-
{{!}}  very urgent    {{!!}} amber  {{!!}}      8
{{!}}-
{{!}}  very urgent    {{!!}} red    {{!!}}      12
{{!}}-
{{!}}  top priority    {{!!}} yellow  {{!!}}      1
{{!}}-
{{!}}  top priority    {{!!}} amber  {{!!}}      2
{{!}}-
{{!}}  top priority    {{!!}} red    {{!!}}      3
{{!}}-
{{!}}}


== Which fields are affecting the priority colour algorithm?  ==


According to the ROC - Site SLAs an "Expected Acknowledge Time" is defined. A ticket is acknowledged, if the status changes from "assigned" to any other open status. Tickets in status "assigned" are treated in a different way than tickets in other open states.
The priority colour algorithm is affected by the status value and the priority of a ticket. The priority colour calculation for tickets in status "assigned" is based on different values than for tickets in any other open status.  
The Expected Acknowledge Time is currently set to 4 hours.
Tickets in status "assigned" turn to
* yellow two hours before reaching the Expected Acknowledge Time,
* amber one hour before reaching the Expected Acknowledge Time,
* red after reaching the Expected Acknowledge Time.
Once changing the status to another open status than "assigned" the priority color turns to green again. The priority color calculations for the expected acknowledge times are running every 5 minutes.


== What is the algorithm for the expected solution time? ==
== Are office hours and weekends considered in the priority colour algorithm?  ==
According to the ROC - Site SLAs an "Expected Solution Time" is defined. The "Expected Solution Time" is currently set to 5 working days regardless of the priority.  
 
Tickets turn to
Office hours and weekends are taken into consideration when calculating the priority colour . The system assumes usual office hours from 07:00 to 15:00 o’clock UTC from Monday to Friday for all support units. Different time zones are considered as far as possible.
* yellow two days before reaching the Expected Solution Time,
 
* amber one day before reaching the Expected Solution Time,
== Is the priority colour calculated different for the various status values? ==
* red after reaching the Expected Solution Time.
 
The priority color calculation for the expected solution time is running on an hourly basis.
The priority colour calculation starts after a ticket gets assigned to any support unit. The support units should change the ticket status to "in progress" or any other open status after receiving the ticket. Thus the support unit has responded to the ticket ('''response time'''). After such a status change the priority is reset to "green" and the calculation of the priority colour starts again from scratch.  
 
== What is the algorithm for middleware related tickets?  ==
 
The priority colour for tickets dealing with middleware related problems is calculated according to the [[FAQ GGUS-PT-QoS-Levels|Quality of Support]] the PTs voted for. The priority colour changes after a dedicated amount of working hours as listed in the table below. The priority colour calculation is processed every 15 minutes.  
 
{| cellspacing="0" cellpadding="2" border="1"
|-
! scope="col" | QoS Level
! scope="col" | Ticket priority
! scope="col" | Colour
! scope="col" | Working hours
! scope="col" | Colour
! scope="col" | Working hours
! scope="col" | Colour
! scope="col" | Working hours
|-
| Base
| less urgent
| Yellow
| 20
| Amber
| 30
| Red
| 40
|-
|
| urgent
|
| 20
|
| 30
|
| 40
|-
|
| very urgent
|
| 20
|
| 30
|
| 40
|-
|
| top priority
|
| 20
|
| 30
|
| 40
|-
| Medium
| less urgent
| Yellow
| 20
| Amber
| 30
| Red
| 40
|-
|
| urgent
|
| 20
|
| 30
|
| 40
|-
|
| very urgent
|
| 4
|
| 6
|
| 8
|-
|
| top priority
|
| 4
|
| 6
|
| 8
|-
| Advanced
| less urgent
| Yellow
| 20
| Amber
| 30
| Red
| 40
|-
|
| urgent
|
| 4
|
| 6
|
| 8
|-
|
| very urgent
|
| 4
|
| 6
|
| 8
|-
|
| top priority
|
| 2
|
| 3
|
| 4
|}
 
== What is the algorithm for tickets other than middleware?  ==
 
The priority colour changes after a dedicated amount of working hours as listed in the table below. The priority colour calculation is running every 15 minutes.  
 
{| cellspacing="0" cellpadding="2" border="1"
|-
! scope="col" | Ticket priority
! scope="col" | Colour
! scope="col" | Working hours
|-
| less urgent
| Yellow
| 20
|-
|
| Amber
| 30
|-
|
| Red
| 40
|-
| urgent
| Yellow
| 20
|-
|
| Amber
| 30
|-
|
| Red
| 40
|-
| very urgent
| Yellow
| 16
|-
|
| Amber
| 24
|-
|
| Red
| 32
|-
| top priority
| Yellow
| 12
|-
|
| Amber
| 18
|-
|
| Red
| 24
|}


== What if I have questions which are not dealt with by this FAQ?  ==
== What if I have questions which are not dealt with by this FAQ?  ==
Please send your question by mail to ''supportatnospamggus.org''.
 
Please send your question by mail to ''supportatnospamggus.org'' or submit a GGUS ticket.

Latest revision as of 09:48, 14 August 2014

GGUS-logo.jpg


GGUS wiki / GGUS Documentation

GGUS-Priority-Colour



What is the purpose of the priority colours in GGUS?

The priority colours in GGUS should help supporters getting an overview of the most important tickets. The priority colours have no impact on the metrics generated with the GGUS report generator or manually by the GGUS team.

Which colours are used?

Currently the following colours are used for open states:

  • green,
  • yellow,
  • amber and
  • red.

For terminal states GGUS uses

  • light blue for status “unsolved” and
  • blue for status “solved” and “verified”.

Which fields are affecting the priority colour algorithm?

The priority colour algorithm is affected by the status value and the priority of a ticket. The priority colour calculation for tickets in status "assigned" is based on different values than for tickets in any other open status.

Are office hours and weekends considered in the priority colour algorithm?

Office hours and weekends are taken into consideration when calculating the priority colour . The system assumes usual office hours from 07:00 to 15:00 o’clock UTC from Monday to Friday for all support units. Different time zones are considered as far as possible.

Is the priority colour calculated different for the various status values?

The priority colour calculation starts after a ticket gets assigned to any support unit. The support units should change the ticket status to "in progress" or any other open status after receiving the ticket. Thus the support unit has responded to the ticket (response time). After such a status change the priority is reset to "green" and the calculation of the priority colour starts again from scratch.

What is the algorithm for middleware related tickets?

The priority colour for tickets dealing with middleware related problems is calculated according to the Quality of Support the PTs voted for. The priority colour changes after a dedicated amount of working hours as listed in the table below. The priority colour calculation is processed every 15 minutes.

QoS Level Ticket priority Colour Working hours Colour Working hours Colour Working hours
Base less urgent Yellow 20 Amber 30 Red 40
urgent 20 30 40
very urgent 20 30 40
top priority 20 30 40
Medium less urgent Yellow 20 Amber 30 Red 40
urgent 20 30 40
very urgent 4 6 8
top priority 4 6 8
Advanced less urgent Yellow 20 Amber 30 Red 40
urgent 4 6 8
very urgent 4 6 8
top priority 2 3 4

What is the algorithm for tickets other than middleware?

The priority colour changes after a dedicated amount of working hours as listed in the table below. The priority colour calculation is running every 15 minutes.

Ticket priority Colour Working hours
less urgent Yellow 20
Amber 30
Red 40
urgent Yellow 20
Amber 30
Red 40
very urgent Yellow 16
Amber 24
Red 32
top priority Yellow 12
Amber 18
Red 24

What if I have questions which are not dealt with by this FAQ?

Please send your question by mail to supportatnospamggus.org or submit a GGUS ticket.

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