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How do you manage cancelled maintenance?

👋 Hey folks! At Symantec, we have 13 Statuspages for our various cloud products (yeah, a lot of pages but it's worked incredibly well). I've recently been discussing with the team on how we should effectively manage cancelled maintenance, after several customers reported that the posts were unclear.

So, I'm intrigued in how companies who use Statuspage would manage cancelled maintenances, and whether there should be some functionality to enable us to do this.

Here are a couple of thoughts:

  • Update the scheduled maintenance post with a message about this being cancelled; send the update; and then delete the post
  • Update the scheduled maintenance post with a message about this being cancelled; change the title be prefixed with [CANCELLED]; and set the end time from 1 minute and the end date today.
  • Statuspage should have the ability to allow us to cancel maintenance; sends out an update which is displayed as CANCELLED rather than Completed in the post page; and moves the maintenance to the history page

Are there other ways? Would the best way be for Atlassian to add this functionality?

Thanks,
Nick

3 comments

Hello,

I have the same question. Idially, this cancellation operation is productized in statuspage.io. Any update on the question above?

Laurent

I'm currently facing the same issue. There needs to be a clean way to cancel a scheduled maintenance. As mentioned in the other posts, setting it to completed will confuse users.

Thanks
Mathias

Victor_OC I'm New Here May 26, 2020

I realize that this is an older post, but it's still an issue.  I'm one of those Symantec customers that is very confused about the posts, particularly the most recent ones where maintenance has been rescheduled several times.  It's very difficult to tell if the maintenance is the same but rescheduled or a different maintenance with the same or almost the same name.  The same goes with incidents where occasionally there may be more than one incident happening at the same time or a similar incident as the day before.

One thing I would like to suggest that will help in determining if posts are related is to assign numbers to them (e.g., MAINT##### for maintenance and INC##### for Incidents).  Then, if maintenance is postponed, it can either continue to use the same number or at least reference the previous number.  To make it easier, it can follow internal numbering.  (I'm sure each maintenance item and Incident are assigned some internal tracking number.)

To address the original post, I don't think posts should ever be deleted.  I like the third option where Statuspage adds the ability to cancel maintenance (and postpone).  Barring that, I like the idea of prefixing the title with [CANCELLED] or [POSTPONED], including when sending out the updates.  (It is a bit confusing the first time you see "Completed" or "Maintenance complete", then get a new "scheduled" notice just before or after for the same thing on a different date.  When looking at the update quickly, you tend to miss the "rescheduled" part.)

 

Thanks,

Victor

Hi @Victor_OC , Nick from the Broadcom team here and am responsible for incident comms platform. 

I've shared your feedback with the team and we will be testing appending [CANCELLED] and [RESCHEDULED] to the incident posts on a few of our pages with the intent to further roll this out across all pages. We really appreciate your feedback so thank you for making this suggestion.

I will be continue working with Atlassian on an enhancement to make cancelled and rescheduling a lot easier to manager.

Many thanks,
Nick Coates
Product Owner - Service Status, Broadcom Inc.

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