Built-in reports
Oppex publishes these reports to your account. Every report belongs to the Incident Reports category, takes a Start Date and an End Date, and counts incidents on the day they were created. Your account may have fewer reports if Oppex has not published all of them to you.
The reports
| Report | What it shows | Optional filters |
|---|---|---|
| Incident Report - By Service | One row per service: incidents received, how many are open, acknowledged or resolved, the acknowledge rate, average times, and how often response targets were missed. | Services, Sources |
| Incident Report - By Service and Source | The same measures with one row for each pair of service and source. | Services, Sources |
| Incident Details Report | One row per incident, with acknowledge and resolve times, who handled it, whether it was created within business hours, root cause analysis (RCA) fields, the latest note and custom variables. | Services, Incidents With RCA Only, Custom Variable Values |
| Incident Report - Week Over Week | A trend in seven-day periods that start from your start date, showing response times, acknowledge and resolve rates and target misses. | Services, Sources, Custom Variable Values |
| Incident Report - Month Over Month | The same trend by calendar month. | Services, Sources, Custom Variable Values |
| Incident Pattern Trend - By Service | Recurring alert patterns for each service, how often each fired in the last 7, 30 and 90 days, and how long they took to acknowledge and resolve. | Services, Custom Variable Values |
| Incident RCA Report - By Service | The by-service report plus RCA coverage: incidents with an RCA, permanent and temporary fixes, and the share with no RCA. | Services, Sources |
| Incident RCA Report - By Service and Source | The same RCA view with one row for each pair of service and source. | Services, Sources |
| Service SLA Breach Rate | Services ranked by how often they miss acknowledge and resolve targets, worst first. | Services, Sources |
| User Report | One row per person: incidents assigned to them, how many they acknowledged and resolved, their acknowledge rate and average times, and target misses. | None |
The User Report counts only identifiable people
Incidents that were not assigned to a person are left out of the User Report. Its totals can therefore be lower than the totals in the service reports.
Terms used in the reports
- Acknowledged means someone picked the incident up. Resolved means someone closed it. Auto resolved means the system closed it rather than a person, for example because a mute rule applied.
- Mtta and Mttr are the average time to acknowledge and the average time to resolve. A column's tooltip says exactly how it is calculated.
- A target miss or SLA breach is an incident that was acknowledged or resolved later than the target for your workspace. See Set SLA targets for reports to view or change the targets.
- Sev-1 is the highest severity. The report lists it separately.
Muted and snoozed incidents in the Incident Details Report
The Incident Details Report shows whether an incident was muted or snoozed.
| Column | Meaning |
|---|---|
| Muted | Yes if someone muted the incident, or a mute rule resolved it automatically. |
| Snoozed | Yes if a responder snoozed the incident at least once. |
| Times Muted, Times Snoozed | How many times that happened. A mute counts on the incident where it was set, so an incident resolved by someone else's mute shows Muted as Yes and Times Muted as 0. |
| Mute Duration, Snooze Duration | The total time the mute or snooze lasted. A snooze ends early when someone acknowledges, resolves or escalates the incident. |