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 classify_priority(tickets): priority_classification = {} for i in priorities: priority_classification[i] = [] for t in tickets: prio = ticket_priority(t) priority_classification[prio].append(t) return priority_classification
def print_ticket_history(ticket_list): for ticket_no in ticket_list: try: ticket = get_ticket(ticket_no) ggus_ticket = get_ggus_ticket(ticket_no) print "##########" print "Ticket: %s" % ticket_url(ticket) print "Summary: %s" % ticket_short_description(ticket) print "SU: %s" % ticket_su(ticket) print 'Last change: %s' % ticket_date_of_change(ticket) print "Priority: %s" % ticket_priority(ticket) print "Status: %s" % ticket_status(ticket) print print "Status History: " print ggus_ticket.print_status_history() print print "Priority History: " print ggus_ticket.print_priority_history() print print "SLA compliance values:" print val = ggus_ticket.get_sla_compliance_values2() counter = 0 for v in val: if v.sla_delay: sla_check_str = "Delay: %d business minutes (i.e. %d business hours, or %d business days)" % (v.sla_delay, v.sla_delay // 60, v.sla_delay // 480) else: sla_check_str = "SLA Check OK" print "#", counter, " (%s)" % v.su, sla_check_str print "Priority when assigned: %s" % v.priority_when_assigned print "Assigned to SU %s on: %s" % (v.su, v.assigned_time) print "SLA constraint: %s" % sla_constraints[v.priority_when_assigned] print "Expected takeover: %s" % v.expected_takeover_time print "Actual takeover: %s" % v.out_of_assigned_time print "Out of assign status: %s" % v.out_of_assigned_status print counter = counter + 1 print "##########" print except WebFault: print >> stderr, "Error loading ticket %s" % (ticket_no)
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_report(): sus = sorted(emi_support_units.keys(), key=str.lower) first_line = "su,%s,%s" % (','.join(statuses), ','.join(priorities)) template_line = "%s,%s" % ('%s', ','.join(['%d' for i in range(len(priorities) + len(statuses))])) zero_template = "%s,%s" % ('%s', ','.join(['0' for i in range(len(priorities) + len(statuses))])) print first_line for su in sus: tickets = [] try: tickets = get_tickets(open_tickets_for_su(su)) except WebFault: print >> stderr, "No open tickets found for SU %s" % su print zero_template % su continue status_classification = {} priority_classification = {} for i in statuses: status_classification[i] = [] for i in priorities: priority_classification[i] = [] for t in tickets: status = ticket_status(t) status_classification[status].append(t) for t in tickets: prio = ticket_priority(t) priority_classification[prio].append(t) print template_line % (su, len(status_classification[statuses[0]]), len(status_classification[statuses[1]]), len(status_classification[statuses[2]]), len(status_classification[statuses[3]]), len(status_classification[statuses[4]]), len(priority_classification[priorities[0]]), len(priority_classification[priorities[1]]), len(priority_classification[priorities[2]]), len(priority_classification[priorities[3]]))
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_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_sla_report(start_date, end_date=datetime.now(), su_list=None, print_seconds=False): print >> stderr, "Print SLA status report for period %s -> %s. " % (start_date, end_date) print >> stderr, "The report prints the average SLA violation delay in seconds per SU and ticket priority." if su_list: sus = sorted(su_list, key=str.lower) else: sus = sorted(emi_3rd_level_su.keys(), key=str.lower) first_line = "su,%s" % ','.join(priorities) template_line = "%s,%s" % ('%s', ','.join(['%s' for i in range(len(priorities))])) tickets_total = 0 print first_line for su in sus: tickets = [] try: tickets = get_tickets(open_tickets_for_su_in_period(su, start_date, end_date)) except WebFault: print >> stderr, "No open tickets found for SU %s in period (%s,%s)" % (su, start_date, end_date) continue tickets_total = tickets_total + len(tickets) priority_classification = {} priority_averages = {} for i in priorities: priority_classification[i] = [] priority_averages[i] = timedelta(hours=0) for t in tickets: prio = ticket_priority(t) priority_classification[prio].append(ticket_resolution_delay(t)) for i in priorities: accum = timedelta(hours=0) for d in priority_classification[prio]: accum = accum + d if len(priority_classification[prio]) > 0: accum = accum / len(priority_classification[prio]) priority_averages[prio] = accum if print_seconds: print template_line % (su, td_seconds(priority_averages[priorities[0]]), td_seconds(priority_averages[priorities[1]]), td_seconds(priority_averages[priorities[2]]), td_seconds(priority_averages[priorities[3]]) ) else: print template_line % (su, priority_averages[priorities[0]], priority_averages[priorities[1]], priority_averages[priorities[2]], priority_averages[priorities[3]] )
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), ticket_priority(t), ticket_creation_time(t), ggus_ticket.assigned_time(), last_solution_time, time_to_solution, delay_in_minutes // 60) print print "CSV generation took %d seconds. " % (time.time() - start_time) 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)