One small topic, 10 questions on Service Requests:
Read the question, work out your answer, then use – Flip Card – to reveal the answer and explanation. There is no scoring, but you can score yourself.
The coloured symbols show the level of difficulty. You could be an expert in Maximo but know nothing about this subject, so do not be disheartened if you get a Beginner question wrong.
Q1 – Why should you create a Service Request instead of a Work Order at WAPPR state?
- A – Not all defects, requests or observations need any action to resolve, they may just be monitored.
- B – To allow defects, requests or observations to be registered by multiple users, while providing feedback to each individual.
- C – To reduce the number of cancelled work orders due to duplication.
- D – There are self-service applications that can be used by everyone without increasing the license count.
- E – It is an initial step in considering Maximo as a Service Management system, maintenance is providing a service to Operations.
- F – All of the above
Answer – F
The obvious answer. All five reasons are valid. The Service Requests application replaced a Work Request application back in 2005 as part of Maximo supporting Service Management. IT is not the only industry that should consider service management.
Q2 – A Service Request is a database view on the TICKET table. What two other views use the TICKET table?
- A – Incidents
- B – Improvements
- C – Problems
- D – MOC
- E – Investigation
Answer – A, C
Incidents and Problems are the two other views on the Ticket table.
Improvements and Management of Change (MOC) are views on the WORKORDER table.
A Defect or Investigation that are part of HSE are based on the Incident and Problem views and are not views in their own right.
Q3 – What object level are Service Requests 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
Service Requests are defined at the System level. This allows Maximo to be used as a centralised Service Desk.
When an Asset or Location is entered the Asset Site (ASSETSITEID) is filled.
Q4 – True or False
The Reported By or Affected Persons and their Phone/Email fields must be first created in the People application before you can add them to a Service Request.
Answer – False
You can create a Service Request by entering the details directly into the Name, Phone and E-mail fields in the two columns for Reported By and Affected Person, you do not need to use the fields which are based on a Person record.
Q5 – A three part question – What is the purpose of the ASSETFILTERBY field, what is its default value and what fields on a Service Request use it?
Answer
It controls the Filter By field on the Asset and Location Select Values. There is a synonym domain called ASSETFILTERBY with options for ALL, PUBLIC and USERCUST. The default on the SR object is USERCUST, and is set with the default value of !USERCUST! as found in Database Configuration.
This means that if you have not used the Associate Users and Custodians action on Assets and Locations that the Select Value on those two fields will show no records. You may wish to change this to !ALL! for the SR object and then configure the database.
Q7 – True of False
To add an address to a Service Request you must first define a Service AddressA Service Address is a postal address and/or a record that positions a point on a map. More.
Answer – False
The address fields in the Service Address tab can be entered without first creating a Service Address.
The address fields are not stored in the TICKET table, they are stored in the TKSERVICEADDRESS table.
Q8 – On the Map tab, what action is used to copy the map coordinates to the Service Request?
- A – Create New Service Address
- B – Set record location
- C – Copy map coordinates
- D – Save my GPS location
Answer – B
The Set Record Location copies the map coordinates to the Service Request. It is found by right-clicking on the map, zoom in first!
Create New Service Address is an action on the Locations and Assets applications.
Save my GPS location is a button found on the Service Requests role based application that uses the GPS position of the device to copy the map coordinates to the Service Request.
Q9 – What three Related Records can be seen from the Service Group and Service field on the Service Requests application?
- A – Asset Types
- B – Asset Templates
- C – Service Level Agreements
- D – Purchase Orders
- E – Configuration Items
- F – Collections
Answer – A, C and E
The View Related Records for Service Groups and View Related Records for Service has tabs for Tickets, Work Orders, Assets and Locations, Asset Types, Service Level Agreements, Contracts and Configuration Item.
Q10 – What field must be entered on a Service Request before being able to apply a Service Level Agreement or create a follow-up Work Order?
Answer – Site
Service Requests are at the System level, Work Orders are at the Site level, therefore a Site must be entered first before creating a follow-up work order.
The Site must be entered before using the Apply SLA action. I’m not sure of the reason as SLAs are defined at the System level, but it has always been so. Perhaps it is to reduce the number of SLA records searched during the matching process.
I hope you enjoyed the quiz. The quiz was designated suitable for Intermediate level.
Leave a Reply