FAQ GGUS-Priority-Colour

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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. 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:

For terminal states GGUS uses

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 (response time). 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 Quality of Support the PTs voted for. The priority colour changes after a dedicated amount of working hours as listed in the table below. The priority colour calculation is processed every 15 minutes.

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

What is the algorithm for tickets other than middleware?

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.

Ticket priority Colour Working hours
less urgent Yellow 20
Amber 30
Red 40
urgent Yellow 20
Amber 30
Red 40
very urgent Yellow 16
Amber 24
Red 32
top priority Yellow 12
Amber 18
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.

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