# Add Service Outage

* To create a new service outage, click on the **Add Service Outage** button located at the top-right corner of the page.
* Refer to the following table for details about the available fields and their functionality.

**Configure Service Outage |** Field Descriptions

<figure><img src="/files/7a6085f0f109460c823f8ecc6053bcacc1bf444e" alt=""><figcaption></figcaption></figure>

<table><thead><tr><th width="174.5999755859375">Label</th><th width="206.800048828125">Action</th><th>Description / Example</th></tr></thead><tbody><tr><td><strong>Reason*</strong></td><td>Define the outage reason</td><td>Specifies the primary reason for the outage. This field is mandatory.<br><br><strong>Example:</strong> Database Maintenance</td></tr><tr><td><strong>Description</strong></td><td>Add outage details</td><td>Provides additional information about the outage activity and its impact.</td></tr><tr><td><strong>Type*</strong></td><td>Select outage category</td><td>Defines whether the outage is a <strong>Planned Service Outage</strong> or an <strong>Unplanned Service Outage.</strong></td></tr><tr><td><strong>Outage Starts From*</strong></td><td>Configure outage start time</td><td>Specifies the date and time from which the outage becomes active.</td></tr><tr><td><strong>Outage Ends On*</strong></td><td>Configure outage end time</td><td>Specifies the date and time when the outage ends.</td></tr><tr><td><strong>SLA Profiles Affected*</strong></td><td>Associate SLA profiles</td><td>Selects the SLA Profiles whose SLA calculations should pause during the outage period.</td></tr><tr><td><strong>Is Enable</strong></td><td>Activate or deactivate the outage</td><td>Enables or disables the outage profile without deleting the configuration.</td></tr><tr><td><strong>Submit</strong></td><td>Save outage configuration</td><td>Saves the outage profile and activates it based on the configured schedule.</td></tr></tbody></table>

Click on **Submit** to save the outage configuration and activate the service outage according to the configured schedule.

![](/files/bed41908c647c6e2f4f5a4b12b897c41f61c38ee)

{% hint style="info" %}

* SLA calculations pause only for Tickets, Requests, and Changes associated with the selected SLA Profiles.
* If multiple outages overlap, the system accurately calculates outage duration without duplicating SLA pause calculations.
* Active outages cannot modify restricted fields, such as outage start time, once the outage becomes effective.
* Outage statuses are automatically updated as **Upcoming, Ongoing, Inactive, or Expired** based on the schedule and enable state.
  {% endhint %}

## **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.&#x20;

If an SLA is associated with a **scheduled outage,** an icon appears next to the SLA label in the ticket view.

![](/files/84776ccb6be72f68aaec41b49a5b342add64bf55)

When you click the **SLA icon** on a ticket, the **SLA Detail** window opens.

![](/files/e97e7927b3e82bde5bd709d21600760098b92122)

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.

![](/files/7425931dba9f40b207ee3db52f1c843211004de9)

<table><thead><tr><th width="188.4000244140625">Field</th><th>Description / Example</th></tr></thead><tbody><tr><td><strong>Type</strong></td><td>Specifies the kind of exclusion. Example: Planned Service Outage.</td></tr><tr><td><strong>Reason</strong></td><td>Displays the reason for the exclusion. Example: Hurricane.</td></tr><tr><td><strong>Time Excluded</strong></td><td>Shows the total time excluded from SLA calculation. Example: 23 Min(s).</td></tr></tbody></table>


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