Service elements‘ performance information is examined to identify potential upgrade opportunities.
The overall processing logic is as follows:
Service Structure → Element metrics & Events → Analytics → Upgrade Opportunities
The following applies to upgrade opportunities:
- A service may have one or more associated upgrade opportunities: for example, a server in a data center may be running out of CPU, storage, or network bandwidth — each of these will generate a separate upgrade opportunity.
- Upgrade may be due in the future (e.g., storage is at 60% and grows by 10% every month, therefore in 3 months’ time it has to be upgraded).
- Upgrade opportunities may be active or cleared (e.g., storage was running out, but customer removed unnecessary files and the opportunity is cleared).
- Upgrade opportunities are always associated with services, however they provide additional, optional information which service element(s) relate to the opportunity (e.g., a hosted service may need an upgrade, because the CPU element needs an upgrade).
| Important | Upgrade opportunities are controlled (created, activated, deactivated) entirely by the Nextian RMM — Salesforce is only responsible for presenting the data. However, the RMM uses service information (product, elements, etc.) from Salesforce as input for analytics. |
Opportunities are presented in:
- Dashboards and reports
- Elements → Related → Upgrade opportunities
- Services → Related → Upgrade opportunities
- Services → Details → Upgrade Opportunity Timeline
Upgrade opportunities are stored in the Upgrade_Opportunity__c object:
| Field | Meaning |
|---|---|
| Name | Human readable name of the opportunity e.g., ‘95% storage exhausted over last month’. The name is assigned by the RMM. |
| Service | Service associated with the opportunity (upgrade opportunities are always associated with a service). |
| Service MRR | Monthly Recurring Revenue (MRR) of the service associated with the upgrade opportunity (read only, automatically copied from the service). |
| Account | Account for the upgrade opportunity (read only, automatically copied from the service). |
| Created On | Date when the opportunity was created by the RMM/NMS integration (this is different than the standard Salesforce CreatedDate field), |
| Status | Upgrade opportunity status (similar to that of an RMM/NMS alarm):
|
| Cleared On | Date and time when opportunity was cleared (i.e., transitioned to Cleared state). |
| Upgrade Date | Date when update should take place. Important An upgrade may be required in the future (e.g., 3 months from today), not necessarily immediately. |
| Days To Upgrade | Number of days between today and the forecast update date (for reporting and prioritization). |
| Description | Optional, RMM-provided, additional information (multi-line text). |
| Elements | Optional, elements related to the upgrade opportunity (stored in Upgrade_Opportunity_Element__c). |
