This documentation supports the 9.1 version of Asset Management.

To view the latest version, select the version from the Product version menu.

Creating outage information

You can create outage information for specific CI's. For more information, see Working with outages.

To create outage information

  1. Open a CI, as described in Using search.
  2. Click the Outage tab, and click Create.
  3. In the Configuration Item Unavailability form, indicate whether the unavailability request originated from a change request or an incident by selecting Change or Incident from the Unavailability Class list.

    Note

    If you have BMC Change Management or BMC Incident Management installed, and you create a CI Unavailability record from either of these applications, this field is automatically populated.

  4. From the Unavailability Type list, select one of the following options:

    Unavailability type

    Purpose

    Availability of selection

    Schedule Full

    You plan to take the CI out of service during a scheduled change

    Only when you are creating a CI Unavailability record from a change request

    Scheduled Partial

    You plan to change the CI, but not take it out of service.

    Note: CI performance suffers some performance degradation during the duration of the change.

    Only when you are creating a CI Unavailability record from a change request

    Unscheduled Full

    The CI is experiencing an unplanned complete service outage.

    Only when you are creating the CI Unavailability record from an incident or change request

    Unscheduled Partial

    The CI is experiencing an unplanned service degradation.

    Only when you are creating the CI Unavailability record from an incident or change request


    After you select the class and type, the priority field is automatically completed.

  5. Provide a description for the unavailability.
  6. If this is a scheduled unavailability, specify scheduled start dates and end dates on the Dates/Assignment tab.
    When you save the form, the scheduled duration of the unavailability appears in the Estimated Duration field.

    Note

    If you specify a scheduled start and end date without specifying the actual dates, the Unavailability Status is set to Scheduled after you save the form.

  7. Specify actual start dates and end dates for the unavailability.
    When you save the form, the actual duration appears in the Actual Duration field.

    Note

    After you save the form, if you specify an actual start date without an end date, the Unavailability Status field is set to Current Unavailability. The Unavailability Status is set to Restored when you specify an actual end date. After you set the actual end date, you can modify it, but not remove it.

  8. Select an option from the Assignment is set from area:
    • Configuration Item —  If you assign a support group to the CI and the support group consists of the Supported by role, this option is selected. The associated support group maintains the CI. In addition, if you set the assignment lock to yes, you cannot change the support group assignment from the CI Unavailability record. If you set the lock to no, you can select another assignment method.
    • Cross Referenced Request — If the CI Unavailability record is created from an incident or a change request, this option is selected. The person assigned the ticket is also assigned the CI Unavailability record. This option keeps the CI Unavailability assignment synchronized with the assignment for the incident or change request.
    • Manually — Select this option when you want to manually assign the CI Unavailability record to any group. Then, set the Assignment Status to Assigned.
      Setting the Assignment Status to Completed marks the CI Unavailability record as closed. Only users with Asset Admin or Asset User permissions can modify a closed unavailability record.

      Note

      You can do this only from the CI Unavailability form, not from the Outage tab on the CI Information form.

    • Automated Routing — If you do not assign a support group from the People tab, unavailability assignment defaults to Automated Routing. Automated Routing configured on the Assignment configuration form.
      For more information, see Configuring assignments .
  9. Set the assignment.
    Assignment is set first through the CI. If assignment is not set using this method, the automated routing option is used.
    If you are working from the BMC Service Desk: Incident Management or BMC Change Management applications and automated routing is not configured, assignment is set as Cross Referenced Request.

    Note

    For descriptions of each of these assignment methods, see 8.

    The individual or group assigned to this unavailability record must set the status to Completed after recording the actual start and end times.

  10. Use the other tabs to add supporting unavailability information:
    • CI Status Information — Change the CI status to reflect the CI unavailability. Examples of status include Down and In Repair.
    • Relationships — View or relate incidents, infrastructure changes, and problem investigations. This tab is available only if you have BMC Service Desk: Incident Management, BMC Change Management, or BMC Service Desk: Problem Management.
    • Financials — View, create, and track outage costs related to the CI unavailability. For information about adding costs, see Working with costs.

      Note

      You must save the CI Unavailability record before you can create relationships and costs.

    • References — View the incident or change IDs that might have created the unavailability record. This tab is available only if you have BMC Service Desk: Incident Management
      or BMC Change Management.
  11. Click Save.
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Comments

  1. Nilaja Mangum-goins

    Can you reference which CI's this procedure is for?

    Nov 27, 2018 02:52
    1. Aditya Kirloskar

      Hello Nilaja,

      Thank you for your question. The page is modified with a link to the specific CI's, which support outage information. For more information, see Working with outages.


      Regards,

      Aditya

      Jan 09, 2019 02:57