Cross-Incident Analysis

Jeli Part of PagerDuty

Every incident has the ability to change the environment of an organization. Not only can incidents alter the technical landscape through deploys and action items, but the people who work in the system now have a new mental model of it, and how to respond when things go wrong. Every incident that occurs after, with any technical or personnel overlap, is informed by the incident preceding it.

Opportunity tags allow you to perform cross-incident analysis by linking and creating a filter for interrelated incidents. We can discover new insights about the human and technical aspects of our organizations by looking across related incidents and surfacing their similarities and differences.

Benefits of Opportunity Tags

Opportunity Tags link related Jeli opportunities. Users have the ability to create new tags, and add existing tags to Jeli opportunities.

As you create Opportunity Tags based on the various services and technologies at use in your organization, Jeli will automatically search across all your opportunities and apply relevant tags to the incidents where those keywords were mentioned.

Here are some things to keep in mind as you use Opportunity Tags to understand related incidents:

  1. Not all incidents impacting your frontend service are the same, but looking across them you may notice that each incident review involving frontend mentions:
    1. Team members have difficultly understanding a specific alert.
    2. Your Support team is struggling to find the right engineering team to page.
    3. An indication of technologies that could use more expertise-sharing (i.e., knowledge silos that might exist in your organization).

Surfacing these common themes can help us find process gaps, prioritize work, and highlight organizational systems that work or need investment.

  1. Seeing where the incidents differ can help us in our analysis as well:
    1. Process changes made in reaction to previous incidents made subsequent responses more difficult.
    2. Two incidents with the same impact to customers and underlying services had vastly different triggers, contributing factors, and takeaways, and shouldn’t be considered “repeat incidents” at all.

Now, when you take a look at an opportunity, the Report Overview page will suggest Related Opportunities based on the services and technologies those incidents have in common.

Improve Incident Analysis

Incident analysis often results in the creation of action items as an output, but that is only the beginning of the value incident analysis can provide. By using Jeli’s Related Opportunities feature, you can surface the relationships and impact incidents have on each other, and larger themes across incidents. This helps you to better anticipate problems and respond more effectively in an incident.

Cross-incident analysis can help prove or disprove hypotheses, combat assumptions, and reveal a deeper understanding of your technical systems.

Filter, Search, and Explore Time-Based Data



We recommend cataloging an event in Jeli no matter how big or small the incident is, as it has significant benefits to your organization in the long term. Every incident is a data point, and when related, aggregated, or compared against other opportunities, it can reveal compelling organizational patterns and insights.

Apply Opportunity Filters

Segmenting and filtering the Opportunity list is great for exploring your incident data.

You might be curious about the following:

  • The frequency of a particular service involved in incidents over the last quarter.
  • If key members of your front-end engineering team have been involved in incidents when they weren’t on call.
  • Trying to decide which opportunities to perform deeper analysis on, given the size and impact of the event.

These questions can quickly be answered through Jeli’s Opportunity filtering interface.

  1. Navigate to the Opportunities page.
  2. Click + Add filter.
  3. Choose the dimension you’d like to filter on, e.g., Start date or Participant.
  4. Next, choose the values you’d like to match against (selecting multiple values will apply the filter using the OR operator).
  5. Click the + button to chain additional AND filters together.

Additionally, you can bulk select and unselect tags from our filtering options.

Get Started with Filters

To help get you started, here is a pre-set filter we’ve created for you:

Explore Data Using Duration Metrics

Use Duration Metrics to help you ask more detailed questions across your incident data, such as:

  • Which incidents have taken the longest to diagnose, and which services were involved?
  • How has your time spent diagnosing and repairing issues changed over time? Which services are trending up or down?

You can filter on total opportunity duration and time spent in detection, diagnosis, and repair.


Narrative Builder

Jeli will also set marker end time automatically in Narrative Builder, based on the evidence provided as you build your narrative.

Search Opportunities in Jeli

Quickly find the incident, opportunity or workflow you're looking for. Use Jeli’s search feature from the incidents, opportunities, or workflows index to filter your results quickly. Your search can then be combined with additional filters, such as who participated in the opportunity and which teams or services were involved.

Share Opportunities

Finding specific opportunities or segments in your data is only part of the puzzle. Disseminating the information is just as important. Share your findings by copying the Opportunity page URL after applying filters, who you share it with will be able to see the data you queried.