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 classify_status(tickets):
status_classification = {}
for i in statuses:
status_classification[i] = []
for t in tickets:
status = ticket_status(t)
if status not in statuses:
raise RuntimeError, "Unknown status: %s" % status
status_classification[status].append(t)
return status_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_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))
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),
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)
def on_hold_tickets(t):
return ticket_status(t) == "on hold"
def waiting_for_reply_tickes(t):
return ticket_status(t) == "waiting for reply"
def ticket_needs_attention(t):
val = (ticket_status(t) in ["assigned", "in progress", "reopened"])
return val