Contents This article will first look at recording time against the Service Request. However, you can also record time against the activities of a ticket, therefore we will follow with recording time against an Incident. The Incidents application has an Activities tab, the Service Requests application while supporting activities, does not have an Activities tab. …

Contents There are three scenarios where the status could be inherited on a ticket. A ticket can have one or more activities and like there is a rolldown of statuses from a parent work order to its children there is a rolldown of the ticket status to child activities. To remind ourselves of the different…

Contents This article will show how we can have one SLA supporting another. For example, a customer SLA may have multiple supporting SLAs, these may be of type INTERNAL, an Operational Level Agreement, or of type VENDOR, an underpinning agreement. There is nothing stopping one Customer SLA supporting another Customer SLA, but this would be…

Contents This is the third article in a series on the Service Level Agreements application. The first two in the series: In the first two articles we were keeping things simple with an SLA only having one commitment. An SLA can have multiple commitments and it is also possible to apply multiple SLAs to a…

Contents This is the second article in the series on Service Level Agreements. In this article we look at the filter criteria and matching process when applying a single SLA to a Service Request (SR). You can find the first article where we manually applied SLA 1029 to Service Request 1307 here: http://maximosecrets.com/2021/11/08/service-level-agreements-1-an-introduction/ SLA Filter…

Contents The Service Level Agreements (SLA) application is a powerful application but can be a bit difficult to understand. Then there are two versions the one you get in base Maximo and the one which Maximo for Service Provider clients use, which is the one embedded in other Maximo products like Maximo for Aviation or…

Contents The Service Request application can reference multiple assets, locations, and configuration items (CIs). This article reviews this feature, and what you can do with the records once they have been added. Using the New Row on the Multiple Asset, Location and CIs table For this scenario I have created a new Service Request 1301…

Contents This article will look at three scenarios to show that by default work log records are visible in other applications than the one they were created in. Creating a Log Note from View Service Request In a previous article REDDING – Tony Redding created a service request 1273, we can see this in the…

Contents As a Service Desk agent, you would be querying where the Owner is yourself. Here I am logged in as AJE – Andrew Jeffery and I have one issue to deal with. The Service Request 1273 was created as part of the Self Service Service Request article which you can find here: http://maximosecrets.com/2021/10/01/self-service-service-requests/. It was…

Contents The status levels of a Service Request, Incident or Problem are the same. They are NEW, QUEUED, PENDING, INPROG (In Progress), RESOLVED, and CLOSED. The Synonym Domain SRSTATUS has CANCELLED and REJECTED as synonyms of CLOSED. There is also a status level for HISTEDIT that supports the action Edit History Service Request. We’ll focus…