Incident & Request Management View
Track incidents, bugs, clarifications, service requests, severity, resolution, open backlog, and SLA performance per application
Full Delivery Chain
Core Incident Metrics — Current Month
Incidents Received
84
Total this month
Incidents Resolved
71
Closed this month
Open Backlog
13
Received − Resolved
Critical Incidents
4
Severity: Critical open
Major Incidents
9
Severity: Major open
Minor Incidents
61
Severity: Minor
Avg TAT — Critical
3.2h
Avg resolution time
Avg TAT — Major
8.6h
Avg resolution time
SLA Performance
Within SLA
62
Resolved within SLA
Outside SLA
9
Resolved outside SLA
SLA Compliance %
87.3%
Within SLA / total resolved
Avg TAT — Minor
18.4h
Avg resolution time
Calculated KPIs
Resolution Rate
84.5%
71 resolved / 84 received
Open Backlog
13
84 received − 71 resolved
SLA Compliance %
87.3%
62 within / 71 resolved
Critical Open
4
Open critical severity
Avg Resolution TAT
10.1h
Weighted avg all severity
Incident Aging
4.2d
Avg days since creation
Repeat Incident Rate
11.9%
10 repeat / 84 total
Bug Ratio
28.6%
24 bugs / 84 requests
Incident Trend by Severity
Monthly stacked view of Critical, Major, and Minor incidents
Request Type Breakdown
Distribution of Bug, Service Request, Clarification, Enhancement, and Incident types
SLA Compliance Chart
Monthly SLA compliance % vs 90% target — within vs outside SLA
Open vs Resolved Chart
Received, resolved, and open backlog trend — monthly rolling
Average TAT by Severity
Average resolution time (hours) for Critical, Major, and Minor incidents — monthly trend
Critical Incident Panel
All open critical severity incidents — aging, SLA status, and assignee
Payment gateway timeout on checkout
Intermittent 504 errors on payment API. Affecting 12% of checkout flows.
User login failure — SSO token expiry
SSO tokens expiring prematurely. ~340 users unable to authenticate.
Mobile app crash on iOS 17.4
App crashes on launch for iOS 17.4 users. Affects ~18% of mobile base.
Data sync failure — overnight batch
Nightly batch sync failing silently. Stale data in reporting layer.
Aging Incident List
Open incidents sorted by aging days — SLA breach risk highlighted
| ID | Title | Application | Type | Severity | Aging (Days) | SLA Status | Assignee |
|---|---|---|---|---|---|---|---|
| INC-1042 | Payment gateway timeout on checkout | PayCore | Bug | Critical | 8d | Outside SLA | R. Mehta |
| INC-1038 | User login failure — SSO token expiry | AuthPortal | Incident | Critical | 6d | Outside SLA | S. Joshi |
| INC-1031 | Report export hangs on large datasets | ReportHub | Bug | Major | 12d | Outside SLA | A. Kumar |
| INC-1027 | Notification emails not delivered | NotifyService | Service Request | Major | 9d | Outside SLA | P. Singh |
| INC-1019 | Dashboard filter not saving preferences | ControlTower | Enhancement | Minor | 18d | Within SLA | D. Rao |
| INC-1015 | API rate limit exceeded — batch jobs | DataPipeline | Clarification | Major | 7d | Within SLA | V. Nair |
| INC-1009 | Mobile app crash on iOS 17.4 | MobileApp | Bug | Critical | 5d | Within SLA | K. Sharma |
| INC-1003 | Slow response on search queries > 10k | SearchEngine | Service Request | Minor | 22d | Outside SLA | M. Gupta |
Application-wise Incident Heatmap
Incident count by severity and SLA compliance per application — RAG colour coding
| Application | Critical | Major | Minor | Total | SLA Compliance |
|---|---|---|---|---|---|
| PayCore | 2 | 3 | 8 | 13 | 76% |
| AuthPortal | 1 | 2 | 5 | 8 | 87% |
| MobileApp | 1 | 1 | 12 | 14 | 92% |
| DataPipeline | 0 | 4 | 9 | 13 | 84% |
| ReportHub | 0 | 2 | 7 | 9 | 88% |
| NotifyService | 0 | 1 | 6 | 7 | 85% |
| SearchEngine | 0 | 1 | 8 | 9 | 89% |
| ControlTower | 0 | 0 | 6 | 6 | 100% |
| FinanceApp | 0 | 1 | 4 | 5 | 80% |
Calculated KPI Definitions
Formulas used to derive each incident management metric
Resolution Rate
Resolved Incidents ÷ Received Incidents
Open Backlog
Received Incidents − Resolved Incidents
SLA Compliance %
Incidents Within SLA ÷ Total Resolved Incidents
Critical Open Incidents
Open incidents with Critical severity
Average Resolution TAT
Weighted average resolution time by severity
Incident Aging
Days since incident creation (open incidents)
Repeat Incident Rate
Repeat Incidents ÷ Total Incidents
Bug Ratio
Bug Requests ÷ Total Requests