Q1 – In a Maximo system with no add-ons or industry solutions what are the three classes of a Ticket found in the Service Desk module?

• A – Service Request
• B – Change
• C – Incident
• D – Solution
• E – Problem
• F – Activity

Answer – A, C and E

The three classes of Ticket are Service Request, Incident and Problem. The applications that use these classes are enabled with the installation of add ons or some Industry Solutions like HSE, O&G.

Change and Activity are work order based classes. Solutions is a Service Management application that has its own objects.

Q2 – What two HSE applications have ticket classes that are also supported by Ticket Templates?

• A – Permit to Work
• B – Investigations
• C – Improvements
• D – MOC
• E – Defect

Answer – B, E

Investigations and Defects are based on Ticket classes. Defects are based on the Incident object and Investigations are based on the Problem object. Think, I have a defect and I need to investigate the root cause, similarly, there is an incident and I investigate it using the Problems application.

Improvements and Management of Change (MOC) are work order based, their key fields include WONUM. Permit to Work records are not stored in the WORKORDER table but are related to work orders.

Q3 – What object level are Ticket Templates defined at?

• A – System
• B – Item Set
• C – OrganizationA structural element of a Maximo database which is used for data sharing. More
• D – SiteA structural element of a Maximo database that is used for data separation. More

Answer – A

Ticket Templates are defined at the System level.

There is an Organization field that allows you to associate the ticket template with an organization, it will be populated if a vendor is selected.

Q4 – You are asked to add an Inspection Form to the Ticket Template so that when a Ticket Template is applied to a Service Request the right inspection is identified. How should you copy the Inspection Form to the Service Request?

• A – Extend a class file
• B – Use an automation script
• C – Add a new row to the TKTEMPLATE crossover domain
• D – Use an escalation to set the Inspection Form value

Answer – C

Inspection Form (INSPFORMNUM) already exists on the SR object, it can be easily added to the TKTEMPLATE object. The correct way to copy fields from the Ticket Template to any of the Ticket based applications is to use the crossover domain TKTEMPLATE found on the TEMPLATEID attribute.

All the answers could be used but C is more correct, the crossover domain was added for this purpose and it already includes several attributes that are copied between the objects.

Q5 – What is the priority range for a ticket internal priority?

• A – 1 to 10 where 10 is highest
• B – 0 to 999 where 999 is highest
• C – 1 to 6 where 1 is highest
• D – 1 to 4 where 1 is highest

Answer – D

The Ticket Priority (domain TICKETPRIORITY) is used for both the Reported Priority and the Internal Priority, and 1 is the highest.

The priority is different to work orders where the range is 0 to 999 where 999 is the highest, but often this range is reduced with a domain, perhaps 1 – 10 with descriptions to explain the priorities.

Q6 – What are the two hidden fields that could be used to derive the ticket’s internal priority via a matrix?

• A – IMPACT
• B – SEVERITY
• C – RFWNUM (Reason for Work)
• D – URGENCY
• E – CONSEQUENCE

Answer – A and D

Impact and Urgency already exist as attributes on both the Ticket Template and the Ticket based objects, they can be easily added to the applications. A numeric domain should be added to both fields to explain the values and an automation script or formula used to derive the Internal Priority. The TKTEMPLATE crossover domain already includes these two fields.

Severity and Consequence are used in a Risk Matrix. Reason for Work is used in the Priority Matrix found in HSE/O&G and is used in conjunction with the Asset or LocationA physical place where assets exist and where work can be performed. More Priority.

Q7 – In Maximo Mobile Create Service Request what field is used to derive which Ticket Template to apply?

• A – Owner Group
• B – Service Group
• C – Classification
• D – Template ID

Answer – C

You navigate through Categories and optionally Sub Categories which are found in the Classifications application, the field – Show in Service Request Work Center – needs to be set. You will receive an extra level in this drill down if there are multiple ticket templates that have the same Classification.

Q8 – True of False?

The Activities table in the Ticket Template application is only used with Incidents and Problems, the Service Requests object does not support Activities.

Answer – False

If you add activities to a ticket template with class SR then when the ticket template is applied to the service request it will create records that will be found in the Activities and Tasks application, these records are stored in the WORKORDER table and can be seen in Maximo Mobile if the owner field is set on the activity.

It is quite easy to configure an Activities table window onto the Service Requests application so that you can see these records.

The original design allowed for all ticket based functionality to work across all classes of ticket, the activities table was not added to Service Requests but in Maximo IT you will find it exists for an SR.

Q9 – Does the Ticket Template have a Specifications tab, if so how many table windows will be found to enter attribute values?

• A – No, a Ticket Template has a classification but no specification.
• B – 1, there is one table for the specification attributes at the ticket level.
• C – 1, there is one table, to support both the specification attributes at the ticket and the activity levels.
• D – 2, there are two tables, for the specification attributes at the ticket and activity levels.

Answer – D

There are table windows to support the attributes that would appear against the ticket’s classification and another to support the attributes that would appear against the activities of the ticket – two table windows. This second table is sorted by the Sequence field, the sequence used on the Activities table.

Q10 – True or False?

You can add a Job Plan with Tasks to an Activity referenced on a Ticket Template?

Answer – True

It is true, each activity can reference a Job Plan and the job plans may have tasks. The tasks can be seen on the Plans tab of the Activities and Tasks application. It is also possible to see these ACTIVITY class records in the Work Order Tracking application, change the query to All Records and search by class = ‘ACTIVITY’.