Review incident metrics
Once an incident is resolved, stakeholders can review information and metrics about the incident through the incident console. This allows you to clearly see the incident's key details, such as time to detect, time to acknowledge, and time to resolve, to help perform a comprehensive analysis of an incident's life cycle. Metrics like status by duration and duration by severity are displayed in a graph, to provide a visual representation of the information. You can then easily export the data into a spreadsheet for additional reporting or filing purposes.
To view the console of a resolved incident, click the name of the incident you want to view in the Incidents list. A resolved incident's console displays the incident metrics and other key details. Some details can be edited (such as the incident summary, description, and impact duration) to provide a more accurate postmortem report. The console for a resolved incident displays the following details:
|The incident summary appears as the title of the incident on the console and in the Incidents list.|
|The Incident ID is used to reference the incident within xMatters. This is assigned to the incident either by xMatters, or by an automatic process during incident creation.|
|Status (editable)||The Status field indicates the current state of the incident within the incident resolution process.|
|Time to Detect||Time to Detect is used to identify how long it takes from when a problem is first noticed by a person or monitoring tool, to when the incident management process began. This metric is calculated as the time from impact start to when the incident was initiated in xMatters.|
|Time to Engage||Time to Engage is used to determine how long it takes from when the incident management process began, to when a resolver became engaged. In xMatters, this metric is calculated as the time from incident initiation to when the incident status was updated to In Progress.|
|Impact Duration (editable)||The Impact Duration shows how long an incident impacted the service or business. This metric is calculated as the time between when the incident was initiated to when its status was changed to Mitigated (or Resolved, if you bypassed Mitigated).|
|Time to Resolve||Time to Resolve identifies how long it takes from when an incident first occurred, to when it was resolved. In xMatters, this metric is calculated as the time from when an incident was initiated to when the incident status was updated to Resolved.|
|Status by Duration||Status by Duration ishows how much time an incident spent in each status; Open, In Progress, etc.|
|Duration by Severity||Duration by Severity shows how much time an incident spent in each severity; Medium, High, Critical, etc.|
|Description (editable)||The incident description field is larger than the summary, and better suited for providing more detailed background information about events leading up to the incident or the affected services.|
|Roles||The roles indicate who is responsible for performing different tasks in the incident resolution process.|
|Collaboration||The collaboration section includes the details of any collaboration channels that were active during an incident's lifetime.|
|Timeline||The Timeline is used to understand how an incident progressed in xMatters. This is displayed as a chronological list of when the incident status was updated, when and how recipients were notified during the incident, and how they responded.|
You can export an incident's metrics and details as a spreadsheet to perform further data analysis.
The spreadsheet includes three tabs:
- The Incident Summary provides an overview of the incident, with details like the peak severity level and overall impact duration.
- The Incident Details show information based on how resolvers responded to the incident, including the user who originally initiated the incident, how long it took users to acknowledge and respond to notifications, and any collaboration channels used.
- The Timeline displays all the status and severity updates, resolver responses, and comments made during the lifetime of the incident.
Export the incident metrics and details
- On the Incidents screen, click the name of the incident you want to export the metrics and details for.
- Make sure the basic details (such as impact duration and severity) are correct; if not, click the drop-down menu or Edit next to the relevant detail to update it.
- In the top right corner of the console, click Export.