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

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

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

• 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.

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 a scheduled outage, an icon appears next to 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.

Field	Description / Example
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).