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

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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.
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"? ==
== Is the priority color calculated different for the various status values? ==
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 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. After such a status change the priority is reset to "green" and the calculation of the priority color starts again from scratch.
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" ===
== What is the algorithm for middleware tickets? ==
For middleware tickets in status "assigned" the priority color changes as listed in the table below.
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 changes after a dedicated amount of working hours as listed in the table below. The priority color calculation is running every 15 minutes.


{{{!}}border="1"
{{{!}}border="1"
Line 59: Line 59:
{{!}}}
{{!}}}


== What is the algorithm for tickets other than middleware? ==
The priority color for other tickets is calculated according to the values inherited from EGEE era.
The priority color changes after a dedicated amount of working hours as listed in the table below. The priority color calculation is running every 15 minutes.


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.
{{{!}}border="1"
The Expected Acknowledge Time is currently set to 4 hours.
{{!}}  priority      {{!!}} color  {{!!}} working hours
Tickets in status "assigned" turn to
{{!}}-
* yellow two hours before reaching the Expected Acknowledge Time,
{{!}}  less urgent    {{!!}} yellow {{!!}}      20
* amber one hour before reaching the Expected Acknowledge Time,
{{!}}-
* red after reaching the Expected Acknowledge Time.
{{!}}  less urgent    {{!!}} amber   {{!!}}      30
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.
{{!}}-
 
{{!}}  less urgent    {{!!}} red     {{!!}}      40
== 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.
{{!}}  urgent          {{!!}} yellow  {{!!}}      20
Tickets turn to
{{!}}-
* yellow two days before reaching the Expected Solution Time,
{{!}}  urgent          {{!!}} amber  {{!!}}      30
* amber one day before reaching the Expected Solution Time,
{{!}}-
* red after reaching the Expected Solution Time.
{{!}}  urgent          {{!!}} red    {{!!}}      40
The priority color calculation for the expected solution time is running on an hourly basis.
{{!}}-
{{!}}  very urgent    {{!!}} yellow {{!!}}      16
{{!}}-
{{!}}  very urgent    {{!!}} amber   {{!!}}      24
{{!}}-
{{!}}  very urgent    {{!!}} red     {{!!}}      32
{{!}}-
{{!}}  top priority   {{!!}} yellow  {{!!}}      12
{{!}}-
{{!}}  top priority    {{!!}} amber  {{!!}}      18
{{!}}-
{{!}}  top priority    {{!!}} 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.

Revision as of 14:36, 12 January 2012

GGUS-logo.jpg


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.

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

The priority color 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. After such a status change the priority is reset to "green" and the calculation of the priority color starts again from scratch.

What is the algorithm for middleware tickets?

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

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

What is the algorithm for tickets other than middleware?

The priority color for other tickets is calculated according to the values inherited from EGEE era. The priority color changes after a dedicated amount of working hours as listed in the table below. The priority color calculation is running every 15 minutes.

priority color working hours
less urgent yellow 20
less urgent amber 30
less urgent red 40
urgent yellow 20
urgent amber 30
urgent red 40
very urgent yellow 16
very urgent amber 24
very urgent red 32
top priority yellow 12
top priority amber 18
top priority 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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