Conflict Detection

ServiceDesk Plus Cloud allows you to deploy conflict-free changes. You can set time slots to prevent conflicts during change implementation. Freeze windows and maintenance windows are essential parts of conflict detection.

Conflict detection identifies conflicts by comparing freeze window and maintenance window schedules with release or downtime schedules of a change request.

Role Required: SDAdmin

Freeze Windows

Maintenance Windows

Freeze Windows

Freeze windows allow you to configure a time slot to restrict change deployment. During the freeze period, the stage movement and status update of a change will be paused.

For example, you can create a freeze window to restrict deployment of changes during holidays, financial year closing, month-end bill closing, and critical days. This helps to reduce the risk incurred to the production environment due to unavailability of resources on holidays.

Create Freeze Window

Go to Setup > Automation > Conflict Detection > Freeze Windows.
Click New Freeze Window.
Name (Mandatory): Provide a unique name for the freeze window.
Description: Provide a short description.
Applicable for: Choose whether to apply the freeze window for changes specific to sites/services or for all changes. If you choose sites/services, add the preferred sites/services.
Apply to: Choose when to schedule a freeze window.

Release Schedule - Alerts users if the release schedule conflicts with the freeze window.
Downtime Schedule - Alerts users if the downtime schedule conflicts with the freeze window.
Change Creation - Restricts change creation if a freeze window is active. To create a new change during this time slot, you can contact the change manager.

Under Conditions, you can specify whether to apply a freeze window with or without conditions.
- Based on conditions - Apply freeze window on change requests that match the condition. You can set the condition by using the column and operator drop-downs.
- Without condition - Apply freeze window on all changes.

Set the date and time to schedule the freeze window in Schedule Window. You can set the periodicity of the freeze window (Never, Daily, Weekly, Monthly, Yearly) or customize the repetition frequency using the Advanced option.
Click Save.

An alert will appear if downtime/release schedule of the change conflicts with the freeze window schedule. After saving the form, the change owner/change manager will receive a push notification related to the conflict.

In the freeze window list view,

icon indicates the freeze window is currently running.

List View Actions

Filter Freeze Window - By default, only the active freeze windows are displayed. Click the Show drop-down to switch between active and expired freeze windows.

Actions - Use the icon beside a freeze window to edit, delete, suspend, activate, or view the history of that freeze window. You can also view the history from the freeze window edit form.

Suspend/Activate Freeze Window - Use Toggle in the status column to suspend or activate freeze window. While suspending, provide a reason and set the time to reactivate the freeze window.

Search Freeze Window - You can narrow down your search by description, name, sites, and services by using the icon on the top-right of the list.

Maintenance Windows

Maintenance windows allow you to configure the time slot to deploy a change. For example, you can schedule the server maintenance at a time different from router maintenance without affecting the organization's productivity.

Create Maintenance Window

Go to Setup > Automation > Conflict Detection > Maintenance Windows.
Click New Maintenance Window.
Name: Provide a unique name for the maintenance window.
Description: Provide a short description.
Applicable for: Choose whether to apply the maintenance window for changes specific to sites/services or for all changes. If you choose sites/services, add the preferred sites/services.
Apply to: Choose when to schedule the maintenance window.

Release Schedule - You can use this maintenance window to deploy a change.
Downtime Schedule - You can use this maintenance window to schedule a service downtime.

Under Conditions, you can specify whether to apply a maintenance window with or without conditions.
- Based on conditions - Apply maintenance window on change requests that match the condition. You can set the condition by using the column and operator drop-downs.
- Without condition - Apply maintenance window on all changes.

Set the date and time to schedule the maintenance window in Schedule Window. You can set the periodicity of the maintenance window (Never, Daily, Weekly, Monthly, Yearly) or customize the repetition frequency using the Advanced option.
Click Save.

If the maintenance window matches the conditions of a change, an alert appears while saving the form.

To view the list of maintenance windows that match the change, go to Planning Stage > Schedule tab in the change details page.

To reschedule the release/downtime within the maintenance time slot, use the Scheduler button on the menu bar.

List View Actions

Filter Maintenance Window - By default, only the active maintenance windows are displayed. Click the Show drop-down to switch between active and expired maintenance windows.

Actions - Use the Actions icon beside a maintenance window to edit/delete/suspend/activate/view the history of that maintenance window. You can also view the maintenance window history from the maintenance window edit form.

Suspend/Activate Maintenance Window - Use the Toggle option in the status column to suspend/activate maintenance window. While suspending, provide a reason and set the time to reactivate the maintenance window. Click Confirm.

Search Maintenance Window - You can narrow down your search by description, name, sites, and services by using the icon on the top-right of the list.