Overview
If a Downtime appears in the event list but a dashboard shows zero or an unexpected value, compare the individual event with the exact widget. Different views answer different questions and do not necessarily select the same events.
Record the Location, event start time, state, saved duration and the dashboard date range before changing anything.
At a glance |
|
Who can do this | Super Users or Operations › Manage Downtime, with Location access, to correct Downtime records. |
Where | Downtime and the affected Dashboard |
Works on | Backend (web) |
Availability | All organizations; the Location needs Enable Operational Logging. |
💡 Why this matters: An event can be recorded correctly while its saved duration or the report’s filters exclude the figure you expect. Checking these separately avoids duplicate Downtime records.
Check state and duration
1. Open the original event
Find the Downtime at the affected Location. Confirm its start and resolution times, current state and saved duration. Make sure you are not comparing a different event with a similar description.
2. Distinguish resolved from closed
Resolving Downtime and closing its record are different steps. Historical operational summaries use closed Downtimes. Check the event’s final review and duration rather than assuming that reopening the ride has completed that administration.
Other widgets can use different state filters. Do not assume that every dashboard shows only closed Downtime, or that every visible event contributes to the same metric.
3. Check opening hours
The suggested duration uses the overlap with configured opening hours. If opening hours are configured but do not overlap the event, the suggested duration can be zero. With no opening-hours Calendars configured, the calculation uses the full start-to-resolution period.
Compare the Location’s time zone and opening-hours Calendar with the event date. See how Downtime duration is calculated and opening hours.
Match the report filters
Check | Why it matters |
Location and Location Group | The widget may target a different set of Locations. |
Date range | Some views select events by their start time, not every event that overlaps the range. |
Downtime categories | A category filter can omit the event you are investigating. |
State filter | Event-detail widgets can include different states. |
Your Location access | Another person may be looking at more Locations. |
For MTTR and MTBF, also compare the saved Downtime duration and the relevant uptime records. These metrics are not interchangeable with a Downtime percentage; see MTTR and MTBF.
⚠️ Heads-up: Changing opening hours later does not automatically replace the duration already saved on a closed Downtime. Review the saved record if the original calculation used the wrong hours.
Correct the record carefully
If the event’s recorded times or duration are wrong, an authorized administrator can review Edit Downtime and the duration-editing options for a closed record. Follow correcting Downtime duration and record the reason for the correction.
Do not create a second event to force a dashboard total to change. First confirm which value the report is using, then refresh the same view after the saved correction.
Escalate a remaining mismatch
Send Support the Downtime link, Location, start and resolution times, state and saved duration, plus the dashboard/widget name and selected filters. Include the expected value and how you calculated it. This allows the event and metric to be checked against the same period.
Best practices
Review opening hours before closing Downtime records.
Use the same Location and date filters when comparing views.
Keep one event record and correct an evidenced error rather than duplicating it.
Frequently asked questions
Why does the dashboard show zero Downtime when an event exists?
Check the saved duration, event state, opening-hours overlap and widget filters. A recorded event does not guarantee a positive duration in every view. Compare the exact event and widget before changing records.
Why is recorded Downtime not appearing as expected in MTTR or MTBF?
Check the event start date, selected Locations and categories, saved duration and relevant uptime records. These metrics use different inputs from a simple event list. See MTTR and MTBF.
Can I correct the logged Downtime times?
Yes, authorized administrators can edit a closed Downtime’s times and duration. Follow correcting Downtime duration and verify the saved values before comparing the report again.