Planned Maintenance

ian_hpw · ‎02-12-2017

In the service portal there is a widget out of the box that is Planned maintenance under the systems status tab.

I was expecting this to be linked to the change scheduled planned start date and the impacted service CI, but it appears that nothing shows up on the portal.

Can anyone tell us how the planned maintenance shows us the upcoming changes, if that is what it is supposed to do?

ian_hpw · ‎02-15-2017

Thanks I can see that works as you described in creating a planned outage out of incident or problem. So thanks for that.

However it really seems counter intuitive doesn't it. There is almost never a time that you will create a planned outage from an incident, because usually the incident is creating a current outage. There is also very rarely you create a planned outage out of Problem because in ITIL problem feeds into change gracefully because a work around is in place and change manages the fix of the root cause identified in Problem.

So I would suggest ServiceNow developers should move this trigger from Problem into the Change form so that intuitively the change users can associate a planned outage from change and the customers get that represented on the portal as designed here.

We will test out the code as suggested.

Thanks for the advice

View solution in original post

prashantnagaral · ‎02-12-2017

Hi Smith,

Below links may help you on Planned Maintenance Application

Planned Maintenance

http://wiki.servicenow.com/index.php?title=Managing_Maintenance_Plans#gsc.tab=0

Thanks

Prashant

ian_hpw · ‎02-13-2017

So the problem I have with this is that is doesn't do what it says on the box"

We publish information on planned service availability below. This includes events occuring over the next 5 days.

"

User are not going to expect this is some subset of change management, they are expecting any change related outage to be notified here. So from what I can see this won't.

Michael Ritchie · ‎02-13-2017

Ian, this box is representing the Outage (cmdb_ci_outage) records that are associated to the Service CI:

So you will need to ensure the outage records get created for use in this portal.

Please mark this post helpful or the correct answer to your question so others can benefit.

ian_hpw · ‎02-13-2017

Thanks Michael

I can see that works for the status history but it doesn't appear in the planned maintenance widget, note that even though I have one in for the 13th I also had a record for 17th so it presumably would show up.

In fact I cant get anything to sho