Incidents › Edit an Incident › Specify Service Outages

Specify Service Outages

You can specify information about service outages that affect users.

To specify service outages

1. On the Service Desk tab, open the Incident Detail page of the incident for which you want to specify outages.

   The Incident Detail page appears.

2. Select the Outage tab, and click Edit.

   The Update Incident page appears, and you can edit the fields.

3. Complete the Service Outage fields as appropriate:

   Start Time

   Specifies the start date and time for an outage period related the subject of the incident ticket. This value, together with the End Time, lets you track incident outages with the tickets that are opened relative to the outage. You can click the calendar icon to open the Date Helper window so you can select a date.

   End Time

   Specifies the end date and time for an outage period related the subject of the incident ticket. This value, together with the Start Time, lets you track incident outages with the tickets that are opened relative to the outage. You can click the calendar icon to open the Date Helper window so you can select a date.

   Type

   Specifies the type of outage, such as a network outage. You can use the predefined outage types or create outage types.

   Return to Service

   Indicates that service was restored.

   Percent of Service Restored

   Specifies the percentage of service that was restored.

4. (Optional) Enter descriptive text in the Reason, Who,What, and Why fields.
5. Click Save.

   Information about service outages is specified in the incident.