Service Outage

The Service Outage module allows administrators to configure planned or unplanned service interruptions that impact SLA calculations for Tickets, Requests, and Changes.

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

Label	Description / Example
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 scheduled outages that 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 at 3:00 PM.

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.

Service Outage | Field Descriptions

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

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

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.