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Incident Report

An Incident Report provides detailed statistics about incidents associated with services and responders in the Incident Management module, offering insights into performance and resolution efficiency over a selected time range.

The report is split into two tabs; Services and Responders.

Services

Section titled “Services”

The Services tab focuses on incidents related to specific services.

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It displays the following details:

  • Service: The name of the service.
  • Owner: The owner responsible for the service.
  • Total Incidents: The total number of incidents triggered during the selected time range.
  • Acknowledged: The number of incidents acknowledged during the selected time range.
  • Resolved: The number of incidents resolved during the selected time range.
  • Repeated Incidents: The number of recurring incidents for the service within the time range.
  • MTTA (Mean Time to Acknowledge): The average time taken to acknowledge incidents after they are triggered.
  • MTTR (Mean Time to Resolve): The average time taken to resolve incidents after they are triggered.
  • SLA Target: The SLA percentage target defined by the user.
  • SLA Achieved: The percentage of time the service had no incidents during the selected time range.
  • SLA Status: Shows Success if SLA achieved meets or exceeds the target, or Failed if it falls below.

SLA targets for a service can be configured on the Service Settings page under the Incident Management section.

Responders

Section titled “Responders”

The Responders tab evaluates the performance of responders assigned to incidents.

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It displays the following details:

  • Name: The name of the responder.
  • Assigned Incidents: The number of incidents assigned to the responder during the selected time range.
  • Acknowledged: The number of incidents acknowledged by the responder.
  • Resolved: The number of incidents resolved by the responder.
  • MTTA (Mean Time to Acknowledge): The average time taken by the responder to acknowledge assigned incidents.
  • MTTR (Mean Time to Resolve): The average time taken by the responder to resolve assigned incidents.