Contents In the article on Self-Service Service Request, user REDDING submitted a new service request 1273, the conference room he uses was found to be too hot. We’ll start by examining that service request from a service desk agents view, with user WILSON. Later, we’ll create a new service request from scratch in the Service…

Contents One of the first actions of the responder to a service request is to use the action Take Ownership. This makes the logged-in user the Owner of the service request and it changes the status from NEW to QUEUED to indicate to the person who reported the issue that the service request is being…

In the Service Requests application, you may find that the first button in the toolbar is a pencil icon, this enables editing of the record. If you do have a blue pencil button, then the fields in the application will be read-only. Edit Mode can be enabled on an application if the same record is…

In the Classifications application and actions Add/Modify Properties – Attributes, there is a new data type of DATE. I can’t say when exactly this was added but I am using Maximo 7.6.1.2 with an IFIX from November 2020. So, fantastic, let’s give it a whirl, I think many Maximo consultants would be interested in this.…

Contents The Self-Service applications have a license profile for which there is no license fee, allowing them to be used by a wide number of users. There are two applications associated with Service Requests and this article will look at both. The Submit a Service Request Work Center will be the subject of another article.…

Contents There is an action on the Service Request application – Apply Service Request Template, a similar named action is on the Incidents and Problems applications. As the name suggests a ticket template is a template for a common request or incident, when applied it copies over fields to the ticket-based application, in our case…

Contents A Ticket Template is what its name suggests, a template for a ticket, similar to a job plan being a template for a work order. A Ticket Template is applied through an action on the Service Requests, Incidents or Problems applications, the three types of ticket. They are also used in the Service Request…