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Difference between revisions of "FAQ Report Generator (GGUS)"

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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.<br>
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.<br>
''Solution times are based on office hours. Hence an average solution time of 12d 3h 5min means 99 hours and 5 minutes in total.''
''Solution times are based on office hours. Hence an average solution time of 12d 3h 5min means 99 hours and 5 minutes in total.''
<!--
===Waiting time===
===Waiting time===
Waiting time is the sum of all time slots the ticket was set to "waiting for reply". Calculating the waiting time has started in July 2012. For tickets submitted before July 2012 no waiting time calculation was done. The waiting time for these tickets may be zero.
Waiting time is the sum of all time slots the ticket was set to "waiting for reply". Calculating the waiting time has started in July 2012. For tickets submitted before July 2012 no waiting time calculation was done. The waiting time for these tickets may be zero.
The waiting time can be excluded when calculation solution times by ticking the check box "exclude waiting time".
The waiting time can be excluded when calculation solution times by ticking the check box "exclude waiting time".
-->
 
===Ticket lifetime===
===Ticket lifetime===
Ticket lifetime is the time from ticket submission to ticket solution (status "solved/unsolved").<br>
Ticket lifetime is the time from ticket submission to ticket solution (status "solved/unsolved").<br>
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The result lists shows the current status of the tickets.<br>
The result lists shows the current status of the tickets.<br>
''Solution times are based on office hours. Hence an average solution time of 12d 3h 5min means 99 hours and 5 minutes in total.''<br>
''Solution times are based on office hours. Hence an average solution time of 12d 3h 5min means 99 hours and 5 minutes in total.''<br>
<!--The waiting time can be excluded by ticking the check box "exclude waiting time".-->
The waiting time can be excluded by ticking the check box "exclude waiting time".


===Violated SLA===
===Violated SLA===
Specific privileges are required for this report. Only people belonging to a dedicated technology provider (TP) are able doing reports for this TP.
Specific privileges are required for this report. Only people belonging to a dedicated technology provider (TP) are able doing reports for this TP.
Major criteria for this report are the expected response time and the TP.
Major criteria for this report are the expected response time and the TP.

Revision as of 07:26, 24 October 2012

GGUS-logo.jpg


GGUS wiki / GGUS Documentation


FAQ Report Generator (GGUS)



The new version of the GGUS Report Generator is available at https://ggus.eu/report/.

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.
Response times are based on office hours. Hence an average response time of 1d 3h 23min means 13 hours and 23 minutes in total.

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.
Solution times are based on office hours. Hence an average solution time of 12d 3h 5min means 99 hours and 5 minutes in total.

Waiting time

Waiting time is the sum of all time slots the ticket was set to "waiting for reply". Calculating the waiting time has started in July 2012. For tickets submitted before July 2012 no waiting time calculation was done. The waiting time for these tickets may be zero. The waiting time can be excluded when calculation solution times by ticking the check box "exclude waiting time".

Ticket lifetime

Ticket lifetime is the time from ticket submission to ticket solution (status "solved/unsolved").
The ticket lifetime is based on calendar days.

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

Results

The results are displayed below the input parameter area. They can be sorted in different ways by clicking on the column labels. A drill-down is possible by clicking on any row of the results list. The detail results open in a new window. They can be sorted by clicking the column labels too. Clicking on the ticket ID opens the ticket in GGUS system. At the bottom of the result panel there are various icons offering features like

  • Search
  • Refresh
  • Export
  • Export what you see

Doing a simple "Export" saves the data in a csv file stripping all column headers. For exporting the data including the column headers please use "Export what you see".

Reports description

Tickets submitted

This metric gives the number of tickets submitted within the specified time frame excluding operations tickets!
Major criteria is the submit time stamp.
The result lists shows the current status of the tickets.

Tickets closed

This metric gives the number of tickets that reached the status "solved" or "unsolved" within the specified time frame. Major criteria is the time stamp setting a ticket to "solved" or "unsolved". Tickets in other terminal status like "verified" or "closed" appear in the result list as long as they have been set to "solved/unsolved" in the given time frame. Besides date, status and the number of closed tickets the results list displays the average ticket lifetime and the median ticket lifetime. The result lists shows the current status of the tickets.

Response time

Major criteria for this report is the submit timestamp. The result list shows

  • the number of tickets responded
  • the number of responses
  • average response time and
  • median response time

for the specified time frame. The result list shows all support units that have ever been in charge of a ticket. Hence the same ticket ID may appear several times. The number of responses may be greater than the number of tickets.
Response times are based on office hours. Hence an average response time of 1d 3h 23min means 13 hours and 23 minutes in total.

Solution time

Major criteria for this report is the solution timestamp. The result list shows

  • the number of solutions
  • average response time and
  • median response time

for the specified time frame. The result lists shows the current status of the tickets.
Solution times are based on office hours. Hence an average solution time of 12d 3h 5min means 99 hours and 5 minutes in total.
The waiting time can be excluded by ticking the check box "exclude waiting time".

Violated SLA

Specific privileges are required for this report. Only people belonging to a dedicated technology provider (TP) are able doing reports for this TP. Major criteria for this report are the expected response time and the TP.