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: ${related}""")
ticket_str = template.substitute({"url":ticket_url(t),
"desc": ticket_short_description(t),
"su": ticket_su(t),
"prio": ticket_priority(t),
"age": "%d days old" % age,
"related": None })
if len(warning) > 0:
ticket_str = ticket_str + "\n\t\t\tWARNING: %s" % warning
return ticket_str
def format_ticket_html(t):
template_str = """
<tr>
<td>${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 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_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_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 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),