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_all_tickets_report(start=0,limit=-1):
print >> sys.stderr, "Producing all tickets stats for EMI SUs. Please be patient..."
try:
start_time = time.time()
tickets = get_tickets(emi_all_tickets(), start, limit)
query_time = time.time() - start_time
print "The query completed in %d seconds returning %d tickets." % (query_time, len(tickets))
except WebFault, e:
print >>stderr, "Error query for all EMI tickets: %s" % e
exit(-1)
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_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_ksa_1_1(start_date,end_date=datetime.now()):
print >>sys.stderr, "Producing KSA1.1 kpi csv file for period %s-%s. Please be patient..." % (start_date.strftime(date_format_str),end_date.strftime(date_format_str))
csv_header = "su,%s" % ','.join(priorities)
tickets = get_tickets(emi_submitted_tickets_in_period(start_date, end_date))
su_classification = classify_su(tickets, sus=emi_support_units.keys())
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,
len(prios[priorities[0]]),
len(prios[priorities[1]]),
len(prios[priorities[2]]),
len(prios[priorities[3]]))
def print_sla_stats(start_date, end_date=datetime.now()):
print >> stderr, "Producing SLA compliance report for period: %s -> %s . Be patient..." % (start_date, end_date)
try:
tickets = get_tickets(emi_third_level_open_tickets_in_period(start_date, end_date))
except WebFault:
print >> stderr, "No open tickets found in period (%s,%s)" % (start_date, end_date)
return
print >>stderr, "Found %d matching tickets" % len(tickets)
accum = timedelta()
for t in tickets:
delay = ticket_resolution_delay(t)
# print "%s,%s,%s" % (ticket_su(t), ticket_status(t), ticket_resolution_delay(t))
accum = accum + delay
avg_delay = accum / len(tickets)
print "start_date,end_date,avg_delay"
print "%s,%s,%s" % (start_date,end_date,avg_delay)
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_assigned_ticket_status_report(twiki_format=False):
tickets = get_tickets(emi_third_level_open_tickets())
status_classification = classify_status(tickets)
assigned_priority_classification = classify_priority(status_classification['assigned'])
keys = {'now': datetime.now(),
'numOpen': len(tickets),
'numAssigned': len(status_classification['assigned']),
'numInProgress': len(status_classification['in progress']),
'numOnHold': len(status_classification['on hold']),
'numReopened': len(status_classification['reopened']),
'numWaitingForReply': len(status_classification['waiting for reply']),
'numTopPriority': len(assigned_priority_classification['top priority']),
'numVeryUrgent': len(assigned_priority_classification['very urgent']),
'numUrgent': len(assigned_priority_classification['urgent']),
'numLessUrgent': len(assigned_priority_classification['less urgent'])
}
now = datetime.now()
if twiki_format:
print "---+ Support status report %d-%d-%d" % (now.day, now.month, now.year)
print "<verbatim>"
print
print report_template.safe_substitute(keys)
print "Assigned ticket detail (per priority):"
print
print_assigned_tickets_report(assigned_priority_classification)
print "\n\n"
print_eta_status_report()
print "\n\n"
print_on_hold_report()
if twiki_format:
print "</verbatim>"
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_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]]
)
def testAllTicketsQuery(self):
tickets = get_tickets(emi_all_tickets())
print len(tickets)
