FAQ Report Generator (GGUS)

GGUS wiki / GGUS Documentation

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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

Input Parameters and Results

Input Parameters

The input parameters vary depending on the report type chosen. Possible input parameters are

• Time frame
• Responsible Unit
• Status
• Priority
• Technology Provider
• Date aggregation

Time frame
The time frame defines begin and end date of the report. The begin date starts at 00:00:00. The end date ends at 23:59:59.

Responsible Units
The drop-down list offers all responsible units integrated in GGUS system. They can be filtered by keywords. Responsible Units can be either selected all, one by one or by clicking on the headlines of the responsible unit groups. By default all responsible units are selected.

Status
The drop-down list offers all status values available in GGUS system.

Priority
The drop-down list offers all priority values available in GGUS system.

Technology Provider
This input parameter is only visible if choosing the "violated SLA" report. For accessing this report specific privileges are required. The drop-down list offers all technology providers currently integrated in GGUS and the "DMSU".

Date aggregation
The results aggregation level can be chosen from the drop down list "Choose date aggregation".

Group by
Results can be grouped by one or more of the input parameters

• Responsible Unit
• Status
• Priority

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

Ticket lifetime

The ticket lifetime will be available in one of the next versions of the GGUS report generator.