Tracking downtime for a Priority Incident
I need to be able to identify & track service unavailability caused by a priority incident outage.
CRs have a field related to "is downtime" where you can identify when the service is unavailabe.
Is anyone tracking this as part of the closure of a priority incident? Is this via a custom form or are you doing something entirely different?
Thanks for any ideas.
Best Answers
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Adam_Dzyacky Product Owner Contributor Monkey βββββ
There are a couple different ways you could go about this, but in short - Actual Downtime Start/End is available on Incident and Problems. All you would have to do is expose these fields with a custom Incident.js or Problem.js file such as:
Obviously - which tab and where they are located on the form is entirely up to you. But very quick and doable is the point here.π
With that said, I'd be remiss if I didn't share some ideas on a potential processes you could construct around this.
Manual -
- This could be done with Parent/Child Incidents wherein you relate all of the employee related Incidents to a Parent and then just perform the date entry on the parent.
- This could be done with any type of Incidents, related to a Problem wherein you define the downtime on the Problem
- This could of course just be done on a Incident by Incident basis
Automated -
- This could be done with some automation via workflows and your own respective business logic such as:
- When a P1 Incident is in a Status of Active with an Impacted Config Item set the Actual Downtime Start Date. When it is Resolved, set the Actual Downtime End Date.
- When a P1 Incident is in a Status of Active with an Impacted Config Item increase the Actual Cost by $x every hour. You could take this even further if the Impacted CI was a Business Service since it has its own values such as priority, classification, and status.
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Adam_Dzyacky Product Owner Contributor Monkey βββββ
I know my boss was wondering if he could use the Is Downtime Flag but I think that one is jsut available for CRs.
It isn't π
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Adam_Dzyacky Product Owner Contributor Monkey βββββ
Here's some quick PowerShell you can use to see properties for the Incident class (or others). Just make sure you have v1 of SMLets.
Get-SCSMClass -name "System.WorkItem.Incident$" | Get-SCSMClassProperty -Recursive | sort name
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Answers
There are a couple different ways you could go about this, but in short - Actual Downtime Start/End is available on Incident and Problems. All you would have to do is expose these fields with a custom Incident.js or Problem.js file such as:
Obviously - which tab and where they are located on the form is entirely up to you. But very quick and doable is the point here.π
With that said, I'd be remiss if I didn't share some ideas on a potential processes you could construct around this.
Manual -
Automated -
Adam-
First, thanks for the information.
Part 2, when it comes time for reporting we would query for a Priority 1 or 2 case and then pull the 2 fields and calculate the down time.
I know my boss was wondering if he could use the Is Downtime Flag but I think that one is jsut available for CRs.
Germaine
I know my boss was wondering if he could use the Is Downtime Flag but I think that one is jsut available for CRs.
It isn't π
Here's some quick PowerShell you can use to see properties for the Incident class (or others). Just make sure you have v1 of SMLets.
Thanks, definitely gets me where I need to be.