How to track the acknowledgement time taken for the tickets dayand month wise for the last 3 months

[nagaveeravenkata.javvadi]

. How to add the RCA details in the Opsgenie?

2. How to track day and month wise count of alerts for new ones?

3. How to track the tickets that were closed wirth MTTR?

4. How to track the acknowledgement time taken for the tickets dayand month wise for the last 3 months?

[Muhammad Zeeshan]

Hey @nagaveeravenkata.javvadi ,

1. How to add the RCA details in the Opsgenie?

We will need to understand your system and Opsgenie setup better to realise where you are receiving the RCA details from for your alerts. For that you can reach out to our Support team via https://support.atlassian.com/contact/ so we may investigate your account and answer your query better.

2. How to track day and month wise count of alerts for new ones?

You may navigate to Analytics > Alert Reports > Alert Analytics and check the 'Number of Alerts' there. You can then filter that dashboard for the past months/days.

3. How to track the tickets that were closed with MTTR?

You may navigate to Analytics > Alert MTTA/R Reports > Alert MTTA/R Analytics and click the 'Closed alerts' number there. You will then see the option of 'Show Alerts Detailed'. Upon clicking that you will get the list of alerts that you can download and sort via the Time to close and see which of them fall under your set MTTR.

4. How to track the acknowledgement time taken for the tickets day and month wise for the last 3 months?

Same as previous query but this time you can filter the dashboard for past 3 months and check the 'Time to Acknowledge' field in that same alert list you downloaded.

BR,