Last Updated on February 23, 2026 by maximosecrets
Good afternoon and welcome to Maximo Bite Size, a podcast on the functionality of Maximo Manage. Today is the second episode in the series on Service Management and we will be discussing Ticket Templates.
There are three classes of Tickets, a Service Request, Incident, and a Problem. For most Maximo users it is only the Service Request (SR), which is used, and the Service Request application is often used as Maximo’s Service Desk. The Service Request is then used for requests, issues, incidents, defects, and other observations that may be made. Some of these records may lay dormant in the system, effectively on hold, until a time when it can be addressed, which may be never, the asset might be decommissioned, and the service requests cancelled. Not all observed defects will be addressed; they may be monitored to see if they deteriorate.
For the Incident and Problem applications you need to install the Health, Safety and Environment (HSE) add-on. They exist in the Service Desk module with Service Requests, but the Service Requests application also exists in the Work Orders module. The three applications are based on views over the same TICKET table, with Incidents and Problems having a few extra features.
As the name suggests a Ticket Template is a template for a Service Request, Incident or Problem. Think of a ticket template like a job plan with respect to a work order. If you have the HSE add-on installed, you will also find that the ticket template supports Defects and Investigations which are based on the Incidents and Problems objects respectively.
Ticket Template
Tickets exist at the System level and so does the Ticket Template. It has a simple status of Draft, Active or Inactive, and does not have a status history. When creating a ticket template, you will need to pick the ticket class to which it applies.
Most of the fields you see in the Details section copy over to the class of ticket when the ticket template is applied, for Service Requests this can be through the action Apply Service Request Template. This is easily extendable as the TEMPLATEID field on the SR object has a crossover domain called TKTEMPLATE.
The Owner and Owner Group fields are mutually exclusive, only one of these may have a value. This allows an incoming request to be automatically routed to the right team or person when the ticket template is applied.
The Service Group and Service fields work together and provide a way of identifying the service being provided when a request is made. They are core to making improvements in service management. On the Service Request they can be used to help relate multiple SRs together, including calls being reported by many people, and referred to as a global issue.
The Internal Priority is a value normally in the range of 1 to 4 where 1 is the highest, opposite to that for work orders where 999 is the highest, this is supported by a Numeric Domain called TICKETPRIORITY. There are two hidden fields Impact and Urgency which can be used with a configured formula to derive an internal priority via a matrix between the two fields.
The Classification and Class Description fields are used as a means of searching for the type of requests or issues you need to deal with, it is based on a classification hierarchy. The attributes of a classification in the hierarchy, known as a specification, can provide a set of questions to be answered when the classification is used. For example, for a broken window, you might ask “How high up is the window?”, or “Does the window repair require a ladder or other access equipment?”. The attributes are entered in the Specifications tab.
The Order and Instructions fields are used by the Service Requests role based application and Maximo Mobile. They find the ticket templates that are associated with a classification found by navigating a classification hierarchy.
Ticket Template Activities
The Service Requests application does not have a set of activities, whereas the Incidents and Problems applications do. It is easily configured to add Activities to Service Requests and the associated Activities and Tasks application is licensed for Maximo clients without any add-ons. Activities would be used if the nature of the request, issue, or other reason for using the Service Requests application requires multiple tasks, reviews, or investigations to be performed by one or more people or teams, whether in series or in parallel. For issues or incidents affecting multiple people it is easy to see why multiple activities might be used. It is one of those things that when a client sees the Incidents application as part of the HSE add-on they often say that it would have made a better help desk or service desk.
Another use of the Activities table is to use an activity to call out the technician to make the initial investigation. Once the nature of the problem is known you then raise the work order to correct it. The Technician role-based application and Maximo Mobile will treat the activity like a work order and allow you to report time against it. This works particularly well for emergency or urgent requests requiring immediate or same day investigation.
Generally, the Activities table window will be used for the more complex responses to requests, issues, etc. It has Owner and Owner Group fields for directing the activity to the right person or team. It too has a Classification and Class Description fields and on the Specifications tab you’ll find the associated attributes for the Activity Specification linked to the Sequence field for the activity and displaying the associated classification of the activity. This is needed because if there are multiple activities each with a classification and set of attributes, then you will need to understand which attributes belong to which activity.
To use classifications on activities you need to use the Use With Object of WOACTIVITY. Beware you cannot see the activity attributes and their values from the Service Requests application and Specifications tab unless you do some configuration, out of the box Maximo expects you to navigate to the Activities and Tasks application to see the attributes.
The activity can have a Job Plan, and this is applied on the activity to create a set of tasks which can be seen from the Activities and Tasks application and Plans tab. The Priority field in this case is a value in the range of 0-999 where 999 is high, it is the activity priority, and an activity is a class of work order.
Quick Insert Portlet
Ticket Templates can be used in the Quick Insert Portlet on a user’s Start Center to launch the Self-Service Create Service Request application or the Service Requests application with a Ticket Template already applied. This allows the most common requests to be added at the click of a button. The Operational Dashboard and Quick Actions card can also reference a template in MAS 9.1.
I hope you enjoyed this podcast and I look forward to seeing you back on the next episode when we will spend time on Service Requests.
The music is called Duck in the Alley from the talented group called TrackTribe, please check them out on TrackTribe.com, all one word.
Until another time, goodbye.
Links
Ticket Templates – https://maximosecrets.com/2021/07/15/ticket-templates/
Quiz
Ticket Templates – https://maximosecrets.com/2026/02/23/quiz-ticket-templates/
Leave a Reply