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I am curious about how people are managing accuracy with incidents.
With manual creation of incidents, during the creation of those incidents you may not have all the details of exactly when an outage has occurred. Only after things are restored and teams review logs they can determine the actual down time.
According to incident creation & resolution, the downtime is calculated as 45 minutes (12:30am to 1:15am)
That said, after looking at the logs, we find that the service outage really started at 12:15am and that the servers were fully functional at 12:45am (which was when sanity testing started)
According to the logs, the downtime was actually 30 minutes.
Do you go back and edit the incident either by editing the incident times or do update the down time directly on the component uptime history? Are there other options?
Thanks in advance!