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.
There are three types of maintenance:
This maintenance type represents the usual case: the operation was scheduled and approved internally.
Maintenance events may have four statuses:
A maintenance event is defined by the following parameters:
When maintenance mode is enabled on a device or service, ServiceNav behaves in the following way:
If maintenance is announced during the maintenance window then notifications (e-mail and popups) will be sent.
A maintenance event is flagged only when underway, for all statuses.
– 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.
There are several ways to create a maintenance event:
Simply check the item(s) visible in the monitoring screen then select the Add a maintenance button. The maintenance configuration dialog will appear.
Click on the Add a maintenance button. The maintenance configuration dialog appears.
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 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.
The maintenance configuration dialog appears.
From the Maintenance tab of the host detail dialog, then the Scheduled sub-tab, click on +Add. The maintenance configuration dialog appears.
Where the item has an undefined status, the Add button will be disabled.
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.
The Add a maintenance dialog opens at the Elements tab.
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.
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.
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.
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.
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.
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
Clicking on the Detail button will allow you to view detailed information regarding the current maintenance event (see Maintenance information pop-up).
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.
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.
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.
It comprises 2 tabs:
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:
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.
From dashboard configurations, you can include or exclude maintenance events from the configuration:
This information is identified only when maintenance is underway, for all statuses.
‘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 able to create, edit or delete maintenance events are as follows:
Roles with read access to maintenance events are as follows: