Service elements‘ performance information is examined to identify potential service upgrade opportunities. Each upgrade opportunity is linked to a specific service but may also reference a related service element to indicate the source of the opportunity (e.g., a WAN port on the B-INTERNET-100-0001 service).
The overall processing logic is as follows:
Service Structure → Element metrics & Events → Analytics → Upgrade Opportunities
The following applies to upgrade opportunities:
- A service can have multiple upgrade opportunities. For example, a data center server may require upgrades due to CPU, storage, or network bandwidth constraints — each generating a separate upgrade opportunity.
- Upgrades may be forecasted, i.e., due in the future (e.g., if storage usage is at 60% and grows by 10% per month, an upgrade will be required in three months).
- Upgrade opportunities can be active or cleared (e.g., if storage was running low but the customer freed up space, the opportunity is cleared).
- While upgrade opportunities are always tied to a service, they may optionally specify the relevant service element(s) that triggered the opportunity (e.g., a hosted service requires an upgrade because its CPU component needs enhancement).
| Important | Upgrade opportunities are managed entirely by the Nextian RMM, which handles their creation, activation, and deactivation — Salesforce is only responsible for presenting the data. However, the RMM utilizes service information (such as products and elements) from Salesforce as input for analytics. |
Upgrade opportunities are shown in Salesforce in the following locations:
- Dashboards and reports
- List views
- Elements → Related → Upgrade Opportunities
- Services → Related → Upgrade Opportunities
- Services → Details → Upgrade Opportunity Timeline
Upgrade opportunities are stored in the custom 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. |
| Reference # | A searchable, auto-generated, unique identifier of the opportunity such as UO-000047. |
| 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). |
