FAQ GGUS-Priority-Colour

GGUS wiki / GGUS Documentation

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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.