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Incident Report

An Incident report shows how many incidents were triggered in the report period and how quickly your team acknowledged and resolved them. The tabs follow the Report type you chose when you created the report: Services, Responders, or both for Services & Responders.

Every count covers incidents triggered in the report period, whenever they were acknowledged or resolved. For example, an incident triggered at 11:00 PM on Monday and resolved at 1:00 AM on Tuesday counts in a report for Monday. If that report runs before the incident is resolved, the incident counts toward Total Incidents but not Resolved.

Services

Section titled “Services”

The Services tab has one row per service. If you picked services in Services (Optional), the report includes only those services, and the Responders tab counts only their incidents.

Services tab of an Incident report with the Covers period in the header, and incident counts, MTTA, and MTTR for each service

  • Service: the name of the service.
  • Owner: the owner responsible for the service.
  • Total Incidents: the number of incidents triggered in the period.
  • Acknowledged: how many of those incidents have been acknowledged.
  • Resolved: how many of those incidents have been resolved.
  • Repeated Incidents: how many of those incidents recurred.
  • MTTA (Mean Time to Acknowledge): the average time from trigger to acknowledgment.
  • MTTR (Mean Time to Resolve): the average time from trigger to resolution.

Responders

Section titled “Responders”

The Responders tab lists the people on the escalation policies of the services in the report. Someone who isn’t on one of those escalation policies doesn’t appear, even if they acknowledged an incident. If you picked people in Responders (Optional), only those people appear.

Responders tab of an Incident report

  • Name: the name of the responder.
  • Assigned Incidents: the number of incidents the responder was assigned.
  • Acknowledged: the number of incidents the responder acknowledged.
  • Resolved: the number of incidents the responder resolved.
  • MTTA (Mean Time to Acknowledge): the average time from trigger to this responder’s acknowledgment.
  • MTTR (Mean Time to Resolve): the average time from trigger to this responder’s resolution.

To send the report outside its schedule or download earlier files, see Send a report now and Download generated reports.