Incidents Report

The Incidents report provides detailed metrics about the Incidents that affect your service components. On this page you will find several KPIs, visual graphs, and Tables that give you different filtered views and perspectives of your incident response.

Filtering

Filters can be applied to the tables and graphs to provide views that focus on several different parameters pertaining to Incidents.

1182
Filter
ComponentsCan filter by service component
LevelsCan filter service components by Parent/Child Level (Up to 5 levels)
GroupsCan filter by group (Graph Only)
Root CauseCan filter by Root Causes
RunbookCan filter by Incidents
TeamCan filter by assigned Team
UserCan filter by assigned User

KPIs

1180

Incident KPIs

Metric
Mean Time to ResolutionDisplays the average time to close an incident
Mean Time Between FailureDisplays the average times when service components are normal between incidents
TotalTotal number of Incidents

Incidents View

Displays the number of incidents that have occurred within your environment split by Incident within a given range of time.

1180

Service Components View

Displays information related to the incidents affecting Service Components in your environment

1176

Initial Status View

Displays information related to Service Component states in your environment.

1177

Runbook View

Displays information related to incidents created with Runbooks used in your environment.

1181

Teams View

Displays information related to incidents assigned to Teams.

1180

Users View

Displays information related to incidents assigned to users.

1179

Creator View

Displays information related to incidents based on initial creator.

1181

RCA View

Displays information related to Root Causes associated with your incidents. Root Causes templates can be added to your environment by following the KA located here.

1179

Day of Week View

Displays information showing a relationship between incident creation and day of the week.

1183

Hour of Day View

Displays information showing a relationship between incident creation and hour of the day.

1188

Table Paremeters

HeaderDescription
NameTitle, Name, or Date
DurationDuration of time in affected
Time Between IncidentsDuration of time between incident creations
TotalTotal number of incidents
DowntimeNumber of incidents that counted towards downtime
No DowntimeNumber of Incidents that do no count towards downtime