1. GGUS Report Generator Assessment report
T. Ferrari/EGI.eu
12/4/2018

2. Use case 1 SA1 quarterly reporting activities
Existing metrics can be extracted with the current RG
“Average-Median ticket assignment time by TPM”
Not available from RG, given the recent merge of TPM and 2nd level support we will drop assignment time as a metric (will be replaced by response time)
But… need to understand the meaning of “acknowledge time stamp” in the Response Time definition ( – see next slide
12/4/2018

3. Use case 2
EGI.eu OLA. Calculation of service levels of support activities based on GGUS ticket handling
Ticket triage and assignment  Assignment time needed (same comment as before, will be removed from OLA and we will keep 1st and 2nd level response time)

4. Use case 3 – sw support (preliminary)
Metric 1. Tickets that were assigned to TPM/DMSU
Metric 2. tickets that were solved in TPM/DMSU
… but wrong statistics reported. E.g. in the week Nov and DMSU, 3 and 4 tickets are reported but in fact they were 26 and 9
Reports provided are inconsistent with reports provided manually by the GGUS team for the technology provider performance review (EMI)

5. Various comments
priorities are ordered alphabetically, not by priority
Average and median solution time columns should be given in days (e.g. 5.4 days) or configurable in format