def format_ticket_html(t):
template_str = """
<tr>
<td>${su}</td>
<td><a href="https://ggus.eu/ws/ticket_info.php?ticket=${id}">${id}</a></td>
<td>${status}</td>
<td class="prio_${prio_class}">${prio}</td>
<td><h5>${desc}</h5></td>
<td><span class=\"badge\">${age}</span></td>
</tr>"""
ggus_t = get_ggus_ticket(ticket_id(t))
assigned_time = ggus_t.assigned_time()
age = (datetime.now() - assigned_time).days
template = Template(template_str)
ticket_str = template.substitute({"id":ticket_id(t),
"desc": ticket_short_description(t),
"su": ticket_su(t),
"prio_class" : ticket_priority(t).replace(' ','_'),
"prio": ticket_priority(t),
"age": age,
"related": None,
"status": ticket_status(t)
})
return ticket_str
def format_ticket(t):
ggus_t = get_ggus_ticket(ticket_id(t))
assigned_time = ggus_t.assigned_time()
age = (datetime.now() - assigned_time).days
warning = ""
# if ticket_status(t) == 'on hold' and ticket_related_issue(t) is None:
# warning = "on hold ticket without related issue!".upper()
template=Template("""${url} \"${desc}\"
SU: ${su}
Prio: ${prio}
Age: ${age}
Related issue: ${related}""")
ticket_str = template.substitute({"url":ticket_url(t),
"desc": ticket_short_description(t),
"su": ticket_su(t),
"prio": ticket_priority(t),
"age": "%d days old" % age,
"related": None })
if len(warning) > 0:
ticket_str = ticket_str + "\n\t\t\tWARNING: %s" % warning
return ticket_str
def print_submitted_tickets_report(start_date, end_date=datetime.now()):
print "Producing EMI support summary report for period %s-%s. Please be patient..." % (start_date.strftime(date_format_str),end_date.strftime(date_format_str))
print "EMI SUs covered (%d): \n%s" % (len(emi_support_units),"\n".join(sorted(emi_support_units.keys())))
tickets = get_tickets(emi_submitted_tickets_in_period(start_date,end_date))
status_classification = classify_status(tickets)
priority_classification = classify_priority(tickets)
su_classification = classify_su(tickets, sus=emi_support_units.keys())
report_template = Template("""${numTickets} tickets were submitted in period ${startDate}-${endDate}.
The status for these tickets is currently:
${numAssigned} assigned,
${numInProgress} in progress,
${numOnHold} on hold,
${numReopened} reopened,
${numWaitingForReply} waiting for reply,
${numSolved} solved,
${numUnsolved} unsolved,
${numClosed} closed,
${numVerified} verified.
The current priority classification of the above tickets is:
${numTopPriority} top priority,
${numVeryUrgent} very urgent,
${numUrgent} urgent,
${numLessUrgent} less urgent.""")
keys = {'numTickets': len(tickets),
'startDate': start_date.strftime(date_format_str),
'endDate': end_date.strftime(date_format_str),
'numAssigned': len(status_classification['assigned']),
'numInProgress': len(status_classification['in progress']),
'numOnHold': len(status_classification['on hold']),
'numReopened': len(status_classification['reopened']),
'numSolved': len(status_classification['solved']),
'numUnsolved': len(status_classification['unsolved']),
'numClosed' : len(status_classification['closed']),
'numVerified': len(status_classification['verified']),
'numWaitingForReply': len(status_classification['waiting for reply']),
'numTopPriority': len(priority_classification['top priority']),
'numVeryUrgent': len(priority_classification['very urgent']),
'numUrgent': len(priority_classification['urgent']),
'numLessUrgent': len(priority_classification['less urgent'])
}
print report_template.safe_substitute(keys)
sus = sorted(su_classification.keys())
print
print "The above tickets are currently assigned to the following SUs:"
for su in sus:
print "\n%s: %d" % (su, len(su_classification[su]))
for t in su_classification[su]:
print "\thttps://ggus.eu/tech/ticket_show.php?ticket=%s (%s) %s " % (ticket_id(t), ticket_priority(t), ticket_status(t))
def print_on_hold_report():
print "Producing on-hold tickets status report. Please be patient..."
print "As of %s the following tickets are in on-hold status but don't have a related issue registered in GGUS." % datetime.now()
tickets = get_tickets(open_on_hold_tickets())
for t in filter(lambda x:ticket_related_issue(x) is None, sorted(tickets, key=ticket_su)):
ggus_t = get_ggus_ticket(ticket_id(t))
assigned_time = ggus_t.get_sla_compliance_values()[ticket_su(t)].assigned_time
print "%-22s: https://ggus.eu/tech/ticket_show.php?ticket=%s ( %-3d days old ) %-15s %-15s \"%s\"" %(ticket_su(t),
ticket_id(t),
(datetime.now()-assigned_time).days,
ticket_priority(t),
ticket_status(t),
ticket_short_description(t))
def print_eta_status_report():
print "Producing ETA status report. Please be patient..."
tickets = get_tickets(open_very_urgent_and_top_priority_tickets())
print "As of %s there are %d very urgent and top priority tickets which have ETA not set." % (datetime.now(), len(tickets))
print
for t in filter(lambda x:ticket_eta(x) is None, sorted(tickets, key=ticket_priority)):
ggus_t = get_ggus_ticket(ticket_id(t))
assigned_time = ggus_t.get_sla_compliance_values()[ticket_su(t)].assigned_time
print "%-22s: https://ggus.eu/tech/ticket_show.php?ticket=%s ( %-3d days old ) %-15s %-18s \"%s\"" %(ticket_su(t),
ticket_id(t),
(datetime.now()-assigned_time).days,
ticket_priority(t),
ticket_status(t),
ticket_short_description(t))
def print_ksa_1_2(start_date,end_date=datetime.now()):
print >>sys.stderr, "Producing KSA1.2 kpi csv file for period %s-%s. Please be patient..." % (format_date(start_date),format_date(end_date))
csv_header = "su,%s" % ','.join(priorities)
try:
tickets = get_tickets(third_level_closed_tickets_in_period(start_date,end_date))
except WebFault:
print >> stderr, "No closed tickets found in period %s-%s" % (format_date(start_date), format_date(end_date))
return
su_classification = classify_su(tickets)
sus = sorted(su_classification.keys(), key=str.lower)
print csv_header
for su in sus:
prios = classify_priority(su_classification[su])
print "%s,%d,%d,%d,%d" % (su,
average_solution_time([get_ggus_ticket(ticket_id(t)) for t in prios[priorities[0]]]).days,
average_solution_time([get_ggus_ticket(ticket_id(t)) for t in prios[priorities[1]]]).days,
average_solution_time([get_ggus_ticket(ticket_id(t)) for t in prios[priorities[2]]]).days,
average_solution_time([get_ggus_ticket(ticket_id(t)) for t in prios[priorities[3]]]).days)
def print_assigned_tickets_report(assigned_priority_classification=None):
now = datetime.now()
if assigned_priority_classification is None:
assigned_priority_classification = {}
for i in priorities:
assigned_priority_classification[i] = []
for t in get_tickets(emi_third_level_assigned_tickets()):
assigned_priority_classification[ticket_priority(t)].append(t)
for p in priorities:
if len(assigned_priority_classification[p]) == 0:
continue
else:
print p, ":"
num_violations = 0
for t in assigned_priority_classification[p]:
ggus_ticket = get_ggus_ticket(ticket_id(t))
assigned_time = ggus_ticket.get_sla_compliance_values()[ticket_su(t)].assigned_time
bc = BusinessCalendar(assigned_time)
resolution_date = bc.add_business_time(sla_constraints[p])
if resolution_date >= now:
sla_violation_string = "SLA check: OK (Assigned on: %s. To be taken in charge before %s)" % (assigned_time, resolution_date)
else:
if now.day != resolution_date.day:
bd_delay = BusinessCalendar(resolution_date).count_business_days(now)
delay = "%s work days" % bd_delay
else:
delay = "%s hours" % (now - resolution_date)
sla_violation_string = "SLA VIOLATION: Delay: %s (Assigned on: %s. Had to be taken in charge before %s)" % (delay, assigned_time, resolution_date)
num_violations = num_violations + 1
print "\t(%s) \"%s\" https://ggus.eu/tech/ticket_show.php?ticket=%s\n\t%s" % (ticket_su(t),
ticket_short_description(t),
ticket_id(t),
sla_violation_string)
print
print "Of the %d %s tickets, %d violate the SLA " % (len(assigned_priority_classification[p]), p, num_violations)
print
def print_su_classification(su_class):
sus = sorted(su_class.keys(), key=str.lower)
print
print "# Ticket count per SU:"
print
for su in sus:
if len(su_class[su]) == 0:
continue
print '%s: %s' % (su, len(su_class[su]))
print
print "# Ticket list per SU:"
print
for su in sus:
if len(su_class[su]) == 0:
continue
ticket_ids = ",".join(map(lambda x: ticket_id(x), su_class[su]))
print '%s: %s' % (su, ticket_ids)
print
def ticket_resolution_delay(ticket):
ggus_ticket = get_ggus_ticket(ticket_id(ticket))
return ggus_ticket_resolution_delay(ggus_ticket)
except WebFault, e:
print >>stderr, "Error query for all EMI tickets: %s" % e
exit(-1)
su_classification = classify_su(tickets,emi_support_units)
print_su_classification(su_classification)
print
sus = sorted(su_classification.keys(), key=str.lower)
start_time = time.time()
print "su;ticket_url;status;priority;creation_time;last_assigned_time;solution_time;time_to_solution_in_days;sla_delay_in_hours"
for su in sus:
for t in su_classification[su]:
ggus_ticket = get_ggus_ticket(ticket_id(t))
if ggus_ticket.solution_time():
time_to_solution = "%d" % ggus_ticket.solution_time().days
else:
time_to_solution = ""
last_solution_time = ggus_ticket.last_solution_time()
if not last_solution_time:
last_solution_time = ""
delay_in_minutes = ggus_ticket_resolution_delay(ggus_ticket)
print "%s;%s;%s;%s;%s;%s;%s;%s;%s" % (su,
ticket_url(t),
ticket_status(t),