How to create reports based on service impact duration?

Question

I am looking to use Opsgenie to provide SLA uptime reports based on the individual services. I was expecting that the Infrastructure Health Report would provide this automatically based on the impact duration of the individual incidents that was registered per service. This does however not seem to be the case.

I am therefore wondering how would I be able to extract the total impact duration for all incidents on a given service for a given period of time?

Please note... that impact started and impact ended on the incidents may have been modified after the incident was created to ensure SLA accuracy.

I would also like to understand how the current Service Uptime Percentage (in the Infrastructure Health Report) is calculated, since it doesn't seem to use the impact duration?

yuriy.kolbasnikov-ext · Answer

Is there any news regarding OGS-1253 and when service health report could be count based on service impact duration instead of incident elapsed time?

Connor Eyles · Answer

Hi @Glen Leonhard

Unfortunately, that's the case :(

What I will do is push for an update on this case and when it comes to feature requests for Opsgenie that are tracked internally but the Ticket ID is OGS-1253

This feature request is specifically for using impact timings on the incident reports.

For service Health Reports this should be available but to access this you will need to:

* Navigate to the Services tab
* Click on the Team Settings link located when hovering over a particular service
* You will now see the button for the service health report

Glen Leonhard · Answer

It is unfortunate that you do not currently provide the option to use the Impact duration (Impact Start to Impact End) in your reports, as this is exactly what I am missing. Basically if I could choose to use this metric for the Service Level Uptime calculation instead of the open to close values.

You mention that you have already recorded a feature request for including other metrics within your incident reporting - is it possible to track this?

Finally, I don't seem to have access to the "Service Health Reports" entry under Analytics. I'm currently using Opsgenie as part of the Jira Service Management cloud offering.