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FAQ Report Generator (GGUS)

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GGUS wiki / GGUS Documentation


FAQ Report Generator (GGUS)



This page is currently under construction!

The new version of the GGUS Report Generator is available as a prototype at https://report.ggus.eu/report/report_view.php.


Definitions and prerequisite

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.

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".

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.

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


Calculation

All calculations are done taking usual office hours and timezones into account.

Response time

The repsonse time is calculated as difference between the acknowledge timestamp and the assign timestamp. While assigning a ticket to a support unit the expected acknowledge timestamp is calculated by adding an amount of time to the assign timestamp. 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 timestamp. In case the actual acknowledge timestamp is greater than the "expected acknowledge" timestamp for middleware support units the "violate" flag is set.

Solution time

The solution time is calculated as the difference between the solution timestamp and the assign timestamp.

Ticket lifetime

The ticket lifetime is calculated as the difference between the solution timestamp and the submit timestamp.