How alerts work with CIs in maintenance

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 2 minutes to read
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    Summary of How alerts work with CIs in maintenance

    When a Configuration Item (CI) is in maintenance, various aspects of Event Management, including the impact tree and Alerts tab, are updated to reflect this status. A CI enters maintenance when either a change request is scheduled or its Install Status is marked as "In Maintenance." To customize alert behavior for such CIs, maintenance rules can be created.

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    Key Features

    • Impact Calculation Exclusion: If a CI is in maintenance, all alerts related to that CI are excluded from impact calculations, and the Alerts tab temporarily hides these alerts.
    • Visual Indicators: CIs in maintenance are displayed in green on the impact tree and service map, along with a note indicating their status.
    • Change Request Monitoring: You can monitor the status of change requests. Alerts can be addressed once the change request moves to either the Review or Closed state.
    • Inactive Change Requests: If a CI has an inactive change request, alerts can be addressed normally as impact calculations resume.

    Key Outcomes

    Customers can effectively manage alerts by understanding how maintenance statuses impact alert visibility and impact calculations. This ensures better monitoring of CIs during maintenance periods and allows for a systematic approach to addressing alerts once maintenance activities conclude.

    When a CI is in maintenance, the impact tree, the service map, and Alerts tab are updated based on various factors.

    Watch this brief video to learn about how alerts work with CIs.

    A CI is in maintenance when:
    • A change request is scheduled for the CI.
    • The Install Status field on the CI record is set to In Maintenance.
    Note:
    To customize how alerts work with CIs in maintenance, see Create maintenance rules.
    How CIs in Maintenance appear in Event Management Description and the optimal time to resolve the alert
    Figure 1. CI with an active change request
    Event Management impact

    If an active change request is scheduled for the CI or if the Install Status of the CI is In Maintenance, all alerts on the affected CI are excluded from impact calculation. The Alerts tab also temporarily hides all corresponding alerts. The impact tree shows the CI in green with a note of (In Maintenance). The impact tree and the service map temporarily show CIs in green.

    For a service, all alerts on CIs in the service are also hidden from the Alerts tab. The entire service is shown in green on the impact tree. For a host with an active change request, the host applications are considered as one unit. All child applications are treated in the same manner as the host until the change request is no longer active.

    		An active change request has the following values:
    • The State is Scheduled or Implement.
    • The current time is between the Planned start date and Planned end date on the change request.

      OR

    • The current time is between the Actual start date and Actual end date on the change request.
    You can monitor the progress of the change request. Wait until the change request moves to the Review or Closed state. Then you can address all alerts for the affected CI and any alerts that generated between start and end dates. Use the impact tree, topology, and Alerts tab to show the calculated impact severity.
    Note:
    The Maintenance check box for an alert is selected when the Install Status field on the CI record is In Maintenance. This Maintenance check box indicates that the alert must be hidden from the Alerts tab.
    Figure 2. CI with no active change request and not in maintenance
    Event Management map

    When there is no active change request for a CI and when the CI is not in maintenance, impact calculation resumes. The impact tree, the service map, and Alerts tab show the calculated impact severity for alerts.

    		 An inactive change request has the following values:
    • The State is New, Assess, Authorize, Review, Close, or has no changes at all.
    • The State is Scheduled or Implement. However, the current time is before or after the planned or actual date ranges on the change request.

    You can monitor the progress of the change request. When a CI has an inactive change request, you can address the corresponding alerts as appropriate.
    Figure 3. CI with no active change request and in maintenance
    Event Management impact

    If no active change request is scheduled for the CI and if the Install Status of the CI is In Maintenance, all alerts on this CI are excluded from impact calculation. The impact tree shows the CI in green with a note of (In Maintenance). The impact tree and the service map temporarily show CIs in green.

    		 All alerts on a CI with an inactive change request and In Maintenance has no impact calculation.