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FAQ GGUS-Priority-Colour

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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. It is different to the algorithm used in the GGUS escalation reports. 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. 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 levels of service the PTs voted for. The priority colour changes for tickets waiting for response after a dedicated amount of working hours as listed in the table below. The priority colour calculation is processed every 15 minutes.

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

What is the algorithm for tickets other than middleware?

The priority colour for other tickets is calculated according to the values inherited from EGEE era. 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.

priority colour 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.