Configuring Maintenance Windows

Using the maintenance module, you may manage maintenance across the items monitored (hosts and services).

This document explains how maintenance operations work and the procedure for configuring them.

In ServiceNav versions prior to 2.9, maintenance is known as scheduled downtime.

General Principles

Types of maintenance

There are three types of maintenance:

Scheduled

This maintenance type represents the usual case: the operation was scheduled and approved internally.

Triggered immediately beforehand

  • Case 1: scheduling forgotten. The person in charge of maintenance remembers to schedule it just before starting.
  • Case 2: urgent maintenance request approved internally.

 

Triggered afterwards or during

  • Case 1: omission on the part of the technician. The maintenance operation was set up after the event so that uptime reports remain correct.
  • Case 2: a maintenance operation was performed by the customer, without prior warning.

 

 

Maintenance event status

Maintenance events may have four statuses:

  1. Scheduled: the maintenance operation has not yet started.
  2. Ongoing: the maintenance operation has started but is not yet complete.
  3. Complete: maintenance has finished.
  4. Cancelled: the maintenance event was cancelled and is no longer valid.

 

 

Maintenance parameters

A maintenance event is defined by the following parameters:

  1. Items affected:
    1. Hosts
    2. Services
  2. Start date
  3. End date
  4. Organizer (user who created the maintenance event)
  5. Operator(s) who carry out the work
  6. Description of maintenance
  7. Contact(s) to be notified
  8. Requested by (partner/customer)
  9. Whether this maintenance is included (or not) in the uptime rate reported for the component in question.

 

 

General maintenance event behavior

When maintenance mode is enabled on a device or service, ServiceNav behaves in the following way:

  1. Suspension of notifications
  2. Monitoring continues in its normal configuration. The purpose of this is to track the real-time behavior of components in order to assist the technician while they are performing maintenance.
  3. At the start of the maintenance window, if notification of this maintenance is enabled, an e-mail is sent to the selected recipients.
  4. At the start of maintenance event, a warning appears in the form of a pop-up notification:
    • Maintenance event involving a customer under a managed services contract: the notification will be visible to logged-in users who are associated with:
      • the company/site to which the person setting up the maintenance event belongs
      • all partners sub-sites down to the parent partner site of the company/site where the maintenance will be performed/declared, and persons involved in the maintenance.
    • Maintenance event on a reseller’s infrastructure: the notification will be visible to logged-in users from the company/site to which the person creating the maintenance event belongs, by intermediary sites for the company/site where the maintenance will be performed/declared, and to persons involved in the maintenance.
    • Maintenance to a customer under a Solution contract: the notification will be visible to logged-in users belonging to the company, to the customer’s intermediary sites/sites where the maintenance will be performed/announced, and to those involved in the maintenance.
  5. If a user logs in during maintenance, then they will then receive the pop-up notification based on the rules above.

If maintenance is announced during the maintenance window then notifications (e-mail and popups) will be sent.

  1. If required, the time spent on maintenance may be excluded from the uptime calculation to avoid skewing the statistics.
  2. Maintenance is flagged next to items (hosts and services) in the control screen with the following icon: 140243a-15

A maintenance event is flagged only when underway, for all statuses.

Note:

– There cannot be more than one maintenance events at the same time for a given item, even if they are identical or overlapping. A pop-up alert will appear with an error message warning the user that there is already a maintenance event scheduled with the maintenance details in question.

– It is not possible to create a maintenance event on items whose status is undefined.

– Creating a maintenance event for a host always leads to the creation of the same maintenance event for the corresponding services. This maintenance event will be represented by the icon above against BOTH the host and its corresponding services.

All items selected for a maintenance event belong to that same maintenance event. The event will be tagged with a unique ID within ServiceNav.

 

Creating a maintenance event

There are several ways to create a maintenance event:

  • By selecting items from the management console
  • With no items selected
  • From a host
  • From a service

 

From the management console

With items previously selected

Simply check the item(s) visible in the monitoring screen then select the Add a maintenance button. The maintenance configuration dialog will appear.

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With nothing selected

Click on the Add a maintenance button. The maintenance configuration dialog appears.

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From a host

Creating a maintenance event for a host always leads to the same maintenance event being created for the corresponding services. If a service is already included in another maintenance event, then the new event cannot be created. A pop-up alert will appear with an error message warning the user that there is already a maintenance event scheduled with the maintenance details in question.

 

From the General tab

From the management console click on the host for which maintenance will be scheduled. The host detail dialog pops up. Click on the Maintenance Tab, and click on the +Add button.

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The maintenance configuration dialog appears.

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From the “Maintenance Events” tab

From the Maintenance tab of the host detail dialog, then the Scheduled sub-tab, click on +Add. The maintenance configuration dialog appears.

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Where the item has an undefined status, the Add button will be disabled.

From a service

The procedure for creating a maintenance event for a service is the same as for a host (From a host).

This does not cause the same maintenance event to be created for the corresponding host.

 

Configuring a maintenance event

 Elements Tab

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The Add a maintenance dialog opens at the Elements tab.

  • Dialogue opened with items pre-selected in the control screen: the selected items are automatically checked in the items table.
  • Dialogue opened with no items selected in the control screen: the table lists items visible on the control screen, sorted alphabetically on the host names.

 

For a selected host, if the Display services option is set to Yes, then the services for that host are automatically checked in the items table.

1st Level Impact indicates whether the select item has an impact at the 1st level of the IS, i.e. on a user service    140243a-8   or host   140243a-9.

 

By hovering over these items, you can view the list of components impacted in more detail.

The number shown next to these icons represents the number of components that will be impacted by whatever is the greatest impact of this maintenance event; a + character indicates that there are also other lesser impacts.

The colour of the icon reflects the dependency of the selected item on the user service or host impacted:

– Red: fail-hard (blocking) relationship, parent host.

– Orange: fail-soft (degrading) relationship, child host.

 

Scheduling Tab

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  • Requestor: A maintenance event may be requested by the partner/agent or by the customer/IT department. This information will be useful in reports as evidence of the time spent on maintenance.
  • Exclude from downtime calculation? : Time spent on maintenance may be included in the uptime calculation, or may be excluded.
    • Yes: the time range considered for uptime will not include time spent on maintenance.
    • No: any actual downtime during this time slot will be deducted.
  • Start: allows you to specify the start time of the maintenance event.
  • End: allows you to specify the end time of the maintenance event.

 

Information Tab

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In this tab, fill in the individuals (referred to as operators) who will perform the maintenance, along with a corresponding description.

 

The list of operators is based on the list of users assigned to the company for which the maintenance event is declared AND a similar list of users for the company of the user declaring the maintenance event, along with any users belonging to any intermediary companies/sites. Only those users with permissions to create maintenance events are shown in this list (see 9. Roles). The organizer of the maintenance event (i.e. the user who created the event) is selected by default.

 

3.1.4. Options Tab

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  • Inform users of maintenance?

When Yes is checked, a drop-down Contact(s) menu appears with the option to select people who should be warned of the maintenance event. These contacts are those set up for the company for which the maintenance event is announced AND those of the company to which the user announcing the event belongs AND any users belonging to any companies/sites between these.

An e-mail notification will be sent to the selected contacts approximately 5 minutes before the start of the maintenance event.

 

  • Send invitation?

Using this option you can send an invitation to operators in .ics format, who will then be able to add the maintenance event to their calendars. The invitation will be sent once the dialog is closed.

When this option is set to Yes, a drop-down Operator(s) menu appears. Operators are active contacts with their e-mail address filled in.

 

Maintenance Information

Information from the management console

Items undergoing maintenance are flagged with the following icon next to their status:     140243a-13

Hover over this icon and a pop-up appears with key information regarding the maintenance event:

– ID of the maintenance event

– Status of maintenance

– Start of maintenance

– End of maintenance

– Time remaining

– Item(s) undergoing maintenance

– Person(s) involved

– Description

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Clicking on the Detail button will allow you to view detailed information regarding the current maintenance event (see Maintenance information pop-up).

 

 

4.2. Information from the IT Weather view

A user service undergoing maintenance is flagged with the following icon next to the status: 140243a-15

A user service is classed as undergoing maintenance when at least one of its fail-hard (“blocking”) dependencies is undergoing maintenance OR if all fail-safe (“degrading”) dependencies are undergoing maintenance.

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Hovering over the icon will display key information regarding maintenance, as shown above.

Maintenance information for customers subscribed to a cloud service are not shown.

 

Maintenance information dialog

The maintenance detail dialog can be called up either by clicking on the Detail button in the notification dialog, or by clicking on the maintenance event ID.

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It comprises 2 tabs:

  1. Detailstab: provides a summary of detailed information about the maintenance event.
  2. Elementstab: lists the items included in the maintenance event and their respective impacts.

 

 

5. Deleting a maintenance event

A maintenance event can be deleted for a scheduled, ongoing or completed maintenance event if the user has the necessary permissions (see 9. Roles). A user will not be able to delete a maintenance event set up at a level above that of their account.

 

Deleting a service for a maintenance event is not possible if its parent, i.e. the host to which it belongs, is included in that same maintenance event.

 

Maintenance events are deleted via the corresponding detail dialog:

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Deleting a maintenance event will lead to a notification being e-mailed to the relevant contacts if the Inform users of maintenance? option was set to Yes (see Options Tab).

 

Deleting a maintenance event will cause its status to be changed to Cancelled and for uptimes to be recalculated.

Configuring reporting

From dashboards

From dashboard configurations, you can include or exclude maintenance events from the configuration:

  • Exclude: items are assumed to be OK.
  • Include: only the actual status of items is considered.

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From dashboards, items undergoing maintenance are flagged with the following icon:140243a-13

This information is identified only when maintenance is underway, for all statuses.

 

From monitoring reports

‘The Current inventory status has the option to include or exclude maintenance events within its configuration. By default, the Maintenance option will be set to Exclude.

Roles

Roles able to create, edit or delete maintenance events are as follows:

  • CDC_ADMIN
  • CDC_TTA
  • RPC_ADMIN
  • RPC_RT_VALUE
  • SIG_ADMIN
  • SIG_RT_REVENTE

Roles with read access to maintenance events are as follows:

  • SIG_ET
  • RPC_ET
  • SIG_RT_INFOGEREE

 

 

 

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