Q1 – What field is updated when the Take Ownership action is used on a Service Request?

• A – Supervisor
• B – Owner
• C – Owner Group
• D – Lead

Answer – B

It is the Owner field, the person of the logged-in user.

Q2 – If the current Service Request Status is NEW what will be the status if an owner is assigned?

• A – NEW
• B – QUEUED
• C – INPROG
• D – PENDING

Answer – B

The Service Request status is changed to QUEUED when ownership occurs for the first time. It can change to QUEUED from other statuses when ownership is first assigned, for example to go from INPROG back to QUEUED. Setting ownership should be one of the first steps in the Service Request process.

Q3 – How many fields are associated with ownership on a Service Request, and can you name them?

• A – 1
• B – 2
• C – 3
• D – 4

Answer – C

There are three fields associated with Service Request ownership, Owner, Owner Group and Assigned Owner Group.

Assigned Owner Group is a hidden field which you may wish to expose in the user interface.

Q4 – A Service Request has an Owner and you select a new Owner Group, how many of the ownership fields are updated?

• A – 1
• B – 2
• C – 3
• D – 4

Answer – C

All three ownership fields are updated. The Owner is made null, the Owner Group is set to the selected Person Group and the Assigned Owner Group is set to the same value as the Owner Group.

Q5 – A person belongs to three person group teams. How many records will be seen in the Select Owner dialog for that person?

• A – 1
• B – 2
• C – 3
• D – 4

Answer – C

It is three. The Select Owner shows the team members of each Person Group.

Q6 – Yes or No

A Person Group includes People and Alternates For those people. If a Service Request has the Person Group as the Owner Group, does the Select Owner dialog show the people and their alternates?

Answer – Yes

The Select Owner dialog shows the members of all Person Groups irrespective of whether they are in the top table window (People) or the bottom table window (Alternates For) in the Person Groups application.

Q7 – True or False

The Select Owner dialog on the Service Requests application has a table column for Shift. It is possible to restrict who is shown in the dialog based on their calendar availability.

Answer – True

Yes it is true, it isn’t just a visual clue as to which shift people are working on. You can set up Maximo so that the Select Owner dialog only shows people whose shift is currently active.

Q8 – In the Select Owner dialog there is a column for Open Work. In which application can you check what records this is referring to?

• A – Work Order Tracking
• B – Service Requests
• C – Quick Reporting
• D – Work View

Answer – D

It is the Work View application. In this application it shows records for all classes of TICKET and all classes of WORKORDER. Open Work excludes tickets and work orders at RESOLVED or COMP status or their synonyms and any records that have entered history.

The easiest way to show this is on a Start Center Result Set portlet or a Work Queue card on an Operational Dashboard.

Q9 – At what status can you start to use the Start Timer and Stop Timer actions on the Service Requests application?

• A – NEW
• B – QUEUED
• C – PENDING
• D – INPROG

Answer – A

A user can use the Start Timer and Stop Timer actions as soon as a service request is raised. They can be used at the default NEW status for inserted service requests.

Q10 – What must be set up for a Control Room user in order for them to use the Start Timer and Stop Timer actions to record time?

• A – Calendar and Shift
• B – Organization – System Settings – Timer options
• C – Labor record with Default Craft
• D – They need to be a member of the Control Room Person Group

Answer – C

C – The user must have a Labor record with a Default Craft linked to their Person record. The Start/Stop Timer writes and then updates a record in the Labor Reporting object LABTRANS.

A – A Calendar and Shift is a good idea for Control Room staff, but not necessary to use the timer actions.

B – There are three fields in the Timer section of System Settings in the OrganizationsA structural element of a Maximo database which is used for data sharing. More application. One controls the opening of the Confirm Timer dialog.

D – A red-herring, there is no standard Person Group called Control Room.