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),