Status, windows and freezes
How a service is now
Every service that isn't retired shows how it is now:
| Status | When |
|---|---|
| Operational | No open incidents on it. |
| Degraded | An open P2 or P3 incident names it. |
| Outage | An open P1 incident names it. |
| Maintenance | Set by hand while planned work goes on (and, with Change Management, while a change on it is carried out). |
A P4 doesn't change it. The status follows the incidents by itself: declare one on the service, raise or lower its priority, resolve it, and the status moves with it.
At risk through
Problems travel up the chain. When IDP has an outage, everything that needs IDP, all the way up (and its offerings), shows At risk through IDP while it is still operational itself. The Services list can show only those that have trouble, or are at risk.
Set by hand
Monitoring can know before anyone declares an incident. The service's owner, or someone with service.status, can set
the status for a while (1 hour to a week) with a reason, under Status now → Set status on the service's page.
When the time runs out it goes back to what the incidents say.
Status history
Every change of status is kept: from what to what, why (the incidents, or the reason given by hand), and who set it. Nothing in it is ever edited.
On the status page
Tick Show on the status page on a live service (with the Status Page plugin), and fill in Name customers see if it differs from the name. The status page lists those services with their status, next to the incidents you make public.
Change windows and freezes
On a service's Windows tab:
| What it says | Set as | |
|---|---|---|
| Change windows | When changes to the service may normally happen. No windows means any time. | Every week on some days (Tuesdays 22:00 for 4 hours), or once a month (the first Sunday, 02:00 for 2 hours), in a time zone. A window may run past midnight. |
| Freezes | Dates when no changes may happen. | To this service (a customer's launch week), or to every service of the organization (year-end), which needs service.settings for the whole organization. |
[!IMPORTANT] Only emergency changes may be planned in a freeze.
Change Management checks a planned change against both and warns when it is outside the windows or in a freeze. Windows and a service's own freezes are part of its record and history; freezes on every service are in the audit log.