How alerts work with CIs in maintenance

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

A CI is in maintenance when:
  • A change request is scheduled for the CI.
  • The Status field on the CI record is set to In Maintenance.
Note: To customize how alerts work with CIs in maintenance, see Configure how alerts work with a CI in maintenance.

You can learn about how alerts work with CIs from the following video tutorial.

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
Normal Alert with CI
If an active change request is scheduled for the CI or if the Status of the CI is In Maintenance, all alerts on the affected CI are excluded from impact calculation. The Alerts tab and Alert console also temporarily hide all corresponding alerts. The impact tree shows the CI in green with a note of (In Maintenance). The impact tree and the business service map temporarily show CIs in green.
Note: When a child CI is put in maintenance, it puts the parent CI in maintenance as well.

For a business service, all alerts on CIs in the business service are also hidden from the Alerts tab. The entire business 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 All child applications are treated in the same manner as the host until the change request is no longer active.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: As of the Helsinki release, the Maintenance check box for an alert is selected when the Status field on the CI record is In Maintenance. This Maintenance check box indicates that the alert must be hidden from the Alerts tab and Alert console.
Figure 2. CI with no active change request and not in maintenance
Normal Alert with CI

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 business 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.