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 the services tab focuses on incidents related to specific services 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 the responders tab evaluates the performance of responders assigned to incidents 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