FAQ GGUS-Priority-Colour

GGUS wiki / GGUS Documentation

---

GGUS-Priority-Colour

What is the purpose of the priority colors 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 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?

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?

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?

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"?

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. 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.

Middleware tickets in status "assigned"

For middleware tickets in status "assigned" the priority color changes as listed in the table below.

priority	color	working hours
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

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 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?

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

• yellow two days before reaching the Expected Solution Time,
• amber one day before reaching the Expected Solution Time,
• red after reaching the Expected Solution Time.

The priority color calculation for the expected solution time is running on an hourly basis.

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

Please send your question by mail to supportatnospamggus.org.