manually set/edit service availability times

[davidrb84]

We're moving to use the built in SM service availability functionality and would like to use the reporting. However, is there a way to record outages other than changing the status at the appropriate point?

 

e.g. our VLE may be unavailable for 2 hours overnight. We would want this recorded, such that availability is accurate. Equally services may be restored but the Service Desk may not be notified immediately, likewise for outages.

[Deen]

@davidrb84 if a request is being logged overnight when a service goes down or is impacted, you can have the status set automatically by the request BPM, this is covered at the bottom of the following page under 'Automatically Changing the Status of a Service':

https://wiki.hornbill.com/index.php/Service_Status

This may be more accurate then getting an analyst to set this manually in the morning when they come in.

[davidrb84]

Thanks @Deen our service monitoring does not currently raise requests automatically otherwise that could be helpful. That being said, it would be a little complex to then mark it as resolved if the whole thing happened while we were out of the office.

Manual corrections really will be a key feature for us.

[Deen]

Yes, an enhancement where you can manually set the start and end time of outages that have already occurred is probably what you need.

[Jeremy]

Do we know if this is going to be put into development?

Now that we have the new portal and the ability to easier report on these things through widgets etc the option of being able to control this would be great, or maybe even if you can map to the availability time fields then if we raise retrospective requests we can add this detail in and then have it map through....