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Difference between revisions of "FAQ Report Generator (GGUS)"
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==Definitions and | ==Definitions and prerequisites== | ||
The <b>response time</b> is a performance figure calculated from the support unit's point of view. It describes how quick a support unit is reacting on tickets. | The <b>response time</b> is a performance figure calculated from the support unit's point of view. It describes how quick a support unit is reacting on tickets. | ||
The <b>solution time</b> is a performance figure also calculated from the support unit's point of view. It describes how long it took the support unit for providing a solution. | The <b>solution time</b> is a performance figure also calculated from the support unit's point of view. It describes how long it took the support unit for providing a solution. | ||
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* either assigning a ticket to a support unit and the support unit is kept until the status changes to any other value than "assigned", | * either assigning a ticket to a support unit and the support unit is kept until the status changes to any other value than "assigned", | ||
* or assigning a ticket to a support unit and the status value "assigned" is kept until the support unit changes to any other support unit. | * or assigning a ticket to a support unit and the status value "assigned" is kept until the support unit changes to any other support unit. | ||
The response time is calculated as difference between the acknowledge time stamps and the assign time stamps. | |||
While assigning a ticket to a support unit the expected acknowledge time stamp is calculated by adding an amount of time to the assign time stamp. The amount of time added depends on the ticket priority and the kind of support unit. For middleware support units belonging to EMI, IGE or SAGA the amount of time is defined in the relevant [https://wiki.egi.eu/wiki/SLA_Metrics SLAs]. For all other support units 4 office hours are added for calculating the expected acknowledge time stamp. | |||
In case the actual acknowledge time stamp is greater than the "expected acknowledge" time stamp for middleware support units the "violate" flag is set. | |||
===Solution time=== | ===Solution time=== | ||
Solution time is the time from assigning a ticket to a support unit until it provides a solution for the problem described. "Providing a solution" means setting the ticket status to "solved" or "unsolved". | Solution time is the time from assigning a ticket to a support unit until it provides a solution for the problem described. "Providing a solution" means setting the ticket status to "solved" or "unsolved". The solution time is calculated as the difference between the solution time stamp and the assign time stamp. | ||
===Ticket lifetime=== | ===Ticket lifetime=== | ||
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===Office hours=== | ===Office hours=== | ||
The systems assumes usual office hours from 09:00 to 17:00 Monday to Friday for all support units. National holidays are not taken into account. | The systems assumes usual office hours from 09:00 to 17:00 Monday to Friday for all support units. National holidays are not taken into account. For technology providers like EMI, IGE, SAGA the timezone UTC+1 is used as default timezone. | ||
===Priorities=== | ===Priorities=== | ||
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== | |||
==Reports Description== | |||
===Tickets submitted=== | |||
This metric gives the number of tickets submitted within the specified time frame. Major criteria is the submit time stamp. | |||
Input parameters are | |||
* Time frame | |||
* Responsible Unit | |||
* Status | |||
* Priority | |||
The results can be grouped by | |||
* Responsible Unit | |||
* Status | |||
* Priority | |||
===Tickets closed=== | |||
===Response time=== | ===Response time=== | ||
===Solution time=== | ===Solution time=== | ||
===Ticket lifetime=== | ===Ticket lifetime=== | ||
The ticket lifetime | The ticket lifetime will be available in one of the next versions of the GGUS report generator. | ||
===Violated SLA=== | |||
==Input Parameters and Results== | |||
The input parameters vary depending on the report type chosen. Possible input parameters are | |||
* Time frame | |||
* Responsible Unit | |||
* Status | |||
* Priority | |||
* Technology Provider | |||
''Responsible Units'' | |||
The drop-down list offers all responsible units integrated in GGUS system. They can be filtered by entering keywords in the | |||
Results can be grouped by one or more of the possible input parameters. The results aggregation level can be chosen from the drop down list "Choose date aggregation". | |||
Revision as of 09:56, 18 June 2012
GGUS wiki / GGUS Documentation
FAQ Report Generator (GGUS)
This page is currently under construction!
The new version of the GGUS Report Generator is available at https://report.ggus.eu/report/report_view.php as a prototype.
Definitions and prerequisites
The response time is a performance figure calculated from the support unit's point of view. It describes how quick a support unit is reacting on tickets. The solution time is a performance figure also calculated from the support unit's point of view. It describes how long it took the support unit for providing a solution. The ticket lifetime is calculated from the user's point of view. It describes how long it takes to provide a meaningful solution for a problem reported by the user.
Response time
Response time is the time from
- either assigning a ticket to a support unit and the support unit is kept until the status changes to any other value than "assigned",
- or assigning a ticket to a support unit and the status value "assigned" is kept until the support unit changes to any other support unit.
The response time is calculated as difference between the acknowledge time stamps and the assign time stamps. While assigning a ticket to a support unit the expected acknowledge time stamp is calculated by adding an amount of time to the assign time stamp. The amount of time added depends on the ticket priority and the kind of support unit. For middleware support units belonging to EMI, IGE or SAGA the amount of time is defined in the relevant SLAs. For all other support units 4 office hours are added for calculating the expected acknowledge time stamp. In case the actual acknowledge time stamp is greater than the "expected acknowledge" time stamp for middleware support units the "violate" flag is set.
Solution time
Solution time is the time from assigning a ticket to a support unit until it provides a solution for the problem described. "Providing a solution" means setting the ticket status to "solved" or "unsolved". The solution time is calculated as the difference between the solution time stamp and the assign time stamp.
Ticket lifetime
Ticket lifetime is the time from ticket submission until ticket solution.
Timestamps
- submit timestamp: timestamp the ticket is submitted
- assign timestamp: timestamp a ticket gets assigned to a support unit
- acknowledge timestamp: timestamp the ticket status changes from "assigned" to any other status value or the ticket gets re-assigned to another support unit
- expected acknowledge timestamp: timestamp a ticket should be acknowledged at latest
- solution timestamp: timestamp the status changes to either "solved" or "unsolved"
Time zones
GGUS support units are spread over a wide range of time zones. Some of the support units themselves are spread over several time zones. However most support units are located in European time zones.
Support units and their time zones are listed at https://ggus.eu/pages/resp_unit_info.php.
For middleware support units belonging to EMI, IGE or SAGA GGUS assumes time zone "UTC +1" for all support units.
For all the other support units the system uses the relevant time zone for calculating timestamps as far as possible.
Office hours
The systems assumes usual office hours from 09:00 to 17:00 Monday to Friday for all support units. National holidays are not taken into account. For technology providers like EMI, IGE, SAGA the timezone UTC+1 is used as default timezone.
Priorities
For the calculation of performance figures the original priority set during ticket submission is used. This priority value is kept as long as the support unit is in charge of the ticket. Updating the priority value during ticket lifetime doesn't affect the calculation of performance figures.
SLAs
SLAs are only signed for middleware support units belonging to EMI, IGE and SAGA. The key values are taken from the relevant SLA documents at https://wiki.egi.eu/wiki/SLA_Metrics
Reports Description
Tickets submitted
This metric gives the number of tickets submitted within the specified time frame. Major criteria is the submit time stamp. Input parameters are
- Time frame
- Responsible Unit
- Status
- Priority
The results can be grouped by
- Responsible Unit
- Status
- Priority
Tickets closed
Response time
Solution time
Ticket lifetime
The ticket lifetime will be available in one of the next versions of the GGUS report generator.
Violated SLA
Input Parameters and Results
The input parameters vary depending on the report type chosen. Possible input parameters are
- Time frame
- Responsible Unit
- Status
- Priority
- Technology Provider
Responsible Units The drop-down list offers all responsible units integrated in GGUS system. They can be filtered by entering keywords in the
Results can be grouped by one or more of the possible input parameters. The results aggregation level can be chosen from the drop down list "Choose date aggregation".