The SEU students open a ticket on “support system” to havesolved their university account problem. Students’ tickets arrivalis best described by Poisson distribution with mean of 4 ticketssubmitted per hour. The support system server can help an averageone student in 10 minutes, with the service rate being described byan exponential distribution. Calculate the followingcharacteristics of the service system:

a. The average time a student’s ticket waits in the system.

b. Probability that the system is idle.