# Service Outage

The Service Outage module allows administrators to configure **planned or unplanned** service interruptions that impact SLA calculations for [Tickets,](/infraon-help/infinity-user-guide/ticket-management.md) [Requests,](/infraon-help/infinity-user-guide/request-management.md) and [Changes.](/infraon-help/infinity-user-guide/change-management.md)

When a configured outage becomes active, the system temporarily pauses SLA calculations for processes associated with the selected SLA Profiles. This helps ensure that SLA breach calculations remain accurate during maintenance activities, infrastructure failures, network interruptions, or other service disruptions.

**Types of Service Outages |** Basic Details

<table><thead><tr><th width="156.4000244140625">Label</th><th>Description / Example</th></tr></thead><tbody><tr><td><strong>Ongoing</strong></td><td><p>Indicates outages that are currently active and within the defined start and end time period. SLAs linked to these outages remain paused until the outage ends.</p><p></p><p><strong>Example:</strong> A network outage scheduled from 10:00 AM to 2:00 PM is shown as Ongoing at 11:30 AM.</p></td></tr><tr><td><strong>Upcoming</strong></td><td><p>Refers to scheduled outages that have not yet started. These are displayed with their planned start and end times.<br></p><p><strong>Example:</strong> A maintenance window scheduled for 6:00 PM to 9:00 PM will appear as Upcoming at 4:00 PM.</p></td></tr><tr><td><strong>Expired</strong></td><td><p>Represents outages whose end time has already passed. These records are maintained in the system for reference and reporting purposes.<br></p><p><strong>Example:</strong> A completed outage that ended at 3:00 PM will be marked as Expired at 3:00 PM.</p></td></tr></tbody></table>

## **What you see on the screen**

Users can create, edit, delete, search for, and filter outage configurations on this page. The page supports both **Grid View** and **Card View** for managing outage records.

![](/files/356de0b90d6f9b9f8882fb7ad9959f3a7473f426)

Service Outage **| Field Descriptions**

<table><thead><tr><th width="181">Label</th><th width="178.99993896484375">Action</th><th>Description / Example</th></tr></thead><tbody><tr><td><strong>Search</strong></td><td>Search outage profiles</td><td>Allows users to quickly locate service outages using keywords such as outage reason or description.</td></tr><tr><td><strong>Filter</strong></td><td>Apply condition-based filters</td><td>Filters outage records using fields such as <strong>Outage Type</strong> and <strong>SLA Profiles Affected.</strong></td></tr><tr><td><strong>Grid View</strong></td><td>Display outage records in tabular format</td><td>Displays outage details in a structured row-column layout for easier comparison and management.</td></tr><tr><td><strong>Card View</strong></td><td>Display outage records in card layout</td><td>Displays outage profiles in a card-based view for simplified visibility.</td></tr><tr><td><strong>Add Service Outage</strong></td><td>Create a new outage profile</td><td>Opens the Configure Service Outage panel to define outage details and SLA impact.</td></tr><tr><td><strong>Reason</strong></td><td>View outage title or reason</td><td>Displays the primary reason configured for the outage.<br><br><strong>Example:</strong> Network Maintenance</td></tr><tr><td><strong>Outage Type</strong></td><td>View outage category</td><td>Indicates whether the outage is planned or unplanned.</td></tr><tr><td><strong>Start Time</strong></td><td>View outage start time</td><td>Displays the scheduled start date and time of the outage period.</td></tr><tr><td><strong>End Time</strong></td><td>View outage end time</td><td>Displays the scheduled end date and time of the outage period.</td></tr><tr><td><strong>Status</strong></td><td>View outage state</td><td>Displays the current outage state, such as Upcoming, Ongoing, Inactive, or Expired.</td></tr><tr><td><strong>Description</strong></td><td>View outage details</td><td>Displays additional information related to the outage activity.</td></tr><tr><td><strong>Actions</strong></td><td></td><td></td></tr><tr><td><strong>Edit</strong></td><td>Modify outage configuration</td><td>Allows users to update outage details before or during the outage lifecycle, based on validation rules.</td></tr><tr><td><strong>Delete</strong></td><td>Remove outage profile</td><td>Deletes the selected outage profile after confirmation.</td></tr></tbody></table>

## **How does it work?**

The Service Outage module works by **temporarily suspending SLA** calculations for processes associated with selected SLA Profiles during the configured outage duration.

When a service outage is created:

1. The administrator defines the outage reason, type, schedule, and affected SLA Profiles.
2. Once enabled, the outage becomes active during the configured time period.
3. Any Ticket, Request, or Change associated with the affected SLA Profiles automatically pauses SLA calculations during the outage duration.
4. After the outage ends, SLA calculations resume automatically.

The module also ensures:

* Overlapping outages do not double-count paused SLA duration
* Outage periods are excluded from SLA breach calculations
* Outage notifications can be sent to impacted users
* Outage statuses are updated automatically based on the configured schedule

Service Outages are commonly used during:

* Infrastructure maintenance
* Planned downtime
* Server migrations
* Network interruptions
* Power failures
* Emergency service disruptions

{% hint style="info" %}
When a **location** is added to a ticket, and the same location is also configured in the **SLA profile**, the system automatically links the defined **service outage** to the ticket. The same logic applies when the location is associated with the **assignee**, **requester**, or **ticket**.
{% endhint %}

### **Requester Time Zone in Outage Notifications**

When a service outage notification is sent to a requester, the **start time** and **end time** displayed in the email are automatically converted to the requester’s local time zone.

The requester views the outage schedule in their own time zone, avoiding confusion caused by regional time differences.

{% hint style="success" %}
If the outage is scheduled from 10:00 AM to 2:00 PM IST, and the requester is in CET (Central European Time), the email notification will display the outage time as 5:30 AM to 9:30 AM CET.
{% endhint %}

![](/files/592426f5a1ddab3170a6eb006f736d9960b3d621)


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