Reports
Incident Report
3min
An Incident Report provides detailed statistics about incidents associated with services and responders from the Incident Management module of KloudMate, offering insights into performance and resolution efficiency over a selected time range.
The Service Report focuses on incidents related to specific service(s) in incident management. It helps you evaluate the service's performance during the selected time range.
Key Metrics in the Service Report:
- Service: The name of the service for which the report is generated.
- Owner: The owner who is responsible for the service.
- Total Incidents: The total number of incidents triggered during the selected time range.
- Acknowledged: The number of incidents that were acknowledged during the selected time range.
- Resolved: The number of incidents that were 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 (Service Level Agreement) target percentage is defined by the user.
- SLA Achieved: SLA is calculated as a percentage by dividing the total time the service had no incidents during the selected time range by the total selected time range.
- SLA Status:
- Success: When the SLA achieved meets or exceeds the SLA target.
- Failed: When the SLA achieved falls below the SLA target.
SLA targets for a service can be set on the Service Settings page under the Incident Management section.
The Responders Report evaluates the performance of responders assigned to incidents.
Key Metrics in the Responders Report:
- 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 incidents after they are assigned.
- MTTR (Mean Time to Resolve): The average time taken by the responder to resolve incidents after they are assigned.