Outage in Problem management - Creation and CI CMDB related

[Shafna]

Hi,

Can anyone provide me in detail with the possible solution/answers for the below mentioned three questions:

• how to create outage?
• outage duration is different than Incident ticket resolution time?
• If there is no CI in CMDB, then also outage can be created or CI field is mandatory

It would be of great help. Thank you in Advance!

Regards,

Shafna 

[Dr Atul G- LNG · Accepted solution]

Hi @Shafna 

• how to create outage?
• Open problem record
• Go to related list and click New
• 
• outage duration is different than Incident ticket resolution time?
• Atul: Yes, it can be different from Incident record.
• If there is no CI in CMDB, then also outage can be created or CI field is mandatory
• Atul: OOTB CI is not mandatory , you can log outage on Application Service as well

[Dr Atul G- LNG · Accepted solution]

Hi @Shafna 

• how to create outage?
• Open problem record
• Go to related list and click New
• 
• outage duration is different than Incident ticket resolution time?
• Atul: Yes, it can be different from Incident record.
• If there is no CI in CMDB, then also outage can be created or CI field is mandatory
• Atul: OOTB CI is not mandatory , you can log outage on Application Service as well

[Shafna]

Hello @Dr Atul G- LNG 

Thank you for the prompt response. It was indeed a quick help to proceed further on my task.

Regards,

Shafna

[Dr Atul G- LNG]

Keep Learning N Keep Growing.

[AndersBGS · Accepted solution]

Hi @Shafna ,

Sure,

1. Outage can be created from different places in ServiceNow. Directly from incident additional actions, from related lists etc.
2. Yes, an outage = downtime. So an incident can have a longer duration than an outage. 
3. Configuration item is not mandatory, so an outage can be created without CI.

If my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.

best regards

Anders