Service Outage
This module allows users to manage service interruptions that may affect SLAs for tickets, requests, and changes. It enables the definition of planned or unplanned outages, ensures SLA pauses during the outage period, manages overlapping outages, and sends notifications to relevant stakeholders.
Types of Service Outages | Basic Details
Ongoing
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.Example: A network outage scheduled from 10:00 AM to 2:00 PM is shown as Ongoing at 11:30 AM.
Upcoming
Refers to outages that are scheduled but have not yet started. These are displayed with their planned start and end times. Example: A maintenance window scheduled for 6:00 PM to 9:00 PM will appear as Upcoming at 4:00 PM.
Expired
Represents outages whose end time has already passed. These records are maintained in the system for reference and reporting purposes. Example: A completed outage that ended at 3:00 PM will be marked as Expired after that time.
How does it work
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.
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.
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.
Add Service Outage
To create a new service outage:
Navigate to the Service Outage page and click “Add Service” outage in the top-right corner.
Please fill in the required details as outlined in the table below.
Configure Service Outage | Basic Details
Reason*
Input
Specify the reason for declaring the outage.Example: Network maintenance, database upgrade, or power outage.
Description
Input
Provide additional context or details about the outage, such as the systems affected or the scope of the maintenance.Example: Scheduled maintenance for the core switch affecting all WAN connections.
Type*
Dropdown
Select the outage type from the available options:
Planned Service Outage: A scheduled maintenance activity with prior notice.
Unplanned Service Outage: An unexpected disruption such as hardware failure or network downtime.
Outage Starts From*
Date/Time Picker
Specify the exact date and time when the outage is scheduled to begin.Example: 10-Oct-2025, 10:00 AM.
Outage Ends On*
Date/Time Picker
Define the expected or actual end date and time for the outage.Example: 10-Oct-2025, 2:00 PM.
SLA Profiles Affected*
Dropdown
Select one or more SLA profiles that are impacted by this outage. The dropdown lists all available profiles configured in the organization. Click here to learn more about SLA Profiles.
Is Enabled
Toggle
Turn on this toggle to activate the outage. When disabled, the outage record will not affect SLA calculations.Example: Enabled to pause SLA timers for tickets linked to the affected SLA profile.
Once completed, click Submit to save the changes.
Upcoming Outages
Once a service outage is added and mapped to a specific SLA, users can view the upcoming outages directly from the ticket’s SLA section.If an SLA is associated with any scheduled outage, an icon appears beside the SLA label in the ticket view.
When you click the SLA icon on a ticket, the SLA Detail window opens.
This window displays detailed information about the SLA profile associated with the ticket, including metrics, timers, business hour profiles, and any excluded business time due to planned service outages.
SLA Profile Name: Displays the SLA profile applied to the ticket (for example, Scratton Branch Profile).
Metric: Shows the type of metric being tracked, such as Resolution Metric.
Target / Hold / Expected End / Remaining / Total Elapsed / Business Elapsed: Displays time-based SLA details like target resolution time, elapsed duration, and remaining time for the ticket.
Timer: Displays the current countdown of SLA duration and its status (e.g., Active or Paused).
Business Time Excluded
In the Business Time Excluded section, you can view all the time durations excluded from the SLA due to service outages or other exceptions.
Type
Specifies the kind of exclusion. Example: Planned Service Outage.
Reason
Displays the reason for the exclusion. Example: Hurricane.
Time Excluded
Shows the total time excluded from SLA calculation. Example: 23 Min(s).
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