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Context English State
A view on services and configuration items, including information on each object’s current state, allows you to analyze an incident and calculate the incident’s impact on affected services and customers, and service level agreements and linked configuration items are also displayed. For each configuration item, the current incident state is shown. In addition, the incident state will be propagated for dependent service level agreements and configuration items. If a service is selected, the service details will be shown, now with the additional current incident *State*, which is calculated from the incident states of dependent services and configuration items.
Service states can have one of the following three values:
Operational (green)
Warning (yellow)
Incident (red)
The propagation of the incident state will be carried out if configuration items are linked with the link type *depend on*. Here the following rules apply:
If a configuration item is dependent on another configuration item, which is in the state *Incident*, the dependent configuration item gets the state *Warning*.
If a service is dependent on configuration items, and one of these configuration items has a state *Incident*, the service will also get the state *Incident*.
If a service is dependent on configuration items, and one of these configuration items has the state *Warning*, the service will also get the state *Warning*.
If a service has sub-services, and one of these services has the state *Incident*, the parent service will get the state *Warning*.
If a service has sub-services, and one of these services has the state *Warning*, the parent service will get the state *Warning*.
The states of the respective services, sub-services, and configuration items will be shown in the view.
Read the chapter about configuration item :doc:`../../../itsm-configuration-management/agent/cmdb/overview` to setup the dynamic calculation of service states.
To see the details of a service:
Click on the row of a service.
Service Zoom Screen
The *Service Zoom* screen has an own menu.
This menu item opens the standard link screen of OTRS. Services can be linked to any other objects like FAQ articles, services, tickets or configuration items. Existing links can also be managed here.
Link Service Screen
At the bottom of the screen the associated service level agreements are displayed. If you click on a service level agreement, the :doc:`sla` zoom screen will open.
Use this screen to get a list of service level agreements directly in the agent interface. The *SLA* menu item is available in the *Services* menu of the main navigation bar.
SLA Overview Screen
To see the details of a service level agreement:
Click on the row of a service level agreement.
Service Level Agreement Zoom Screen
The *Service Level Agreement Zoom* screen has an own menu.
At the bottom of the screen the associated services are displayed. If you click on a service, the :doc:`service` zoom screen will open.
Tickets
After installation of the package some new fields will be available in the ticket screens.
New Email Ticket
After installation of the package some new fields will be available in the *New Email Ticket* screen.

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OTRS 7 / OTRS::ITSM ManualEnglish

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Flags
read-only
Source string location
../../content/itsm-core/agent/services/service.rst:40
String age
a year ago
Source string age
a year ago
Translation file
locale/content.pot, string 826