Last Updated on October 29, 2023 by maximosecrets 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.…

Last Updated on October 29, 2023 by maximosecrets 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…

Last Updated on October 29, 2023 by maximosecrets 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…

Last Updated on October 29, 2023 by maximosecrets 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…

Last Updated on October 29, 2023 by maximosecrets 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…

Last Updated on October 29, 2023 by maximosecrets 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…

Last Updated on October 29, 2023 by maximosecrets 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…

Last Updated on October 29, 2023 by maximosecrets A Ticket Template can be manually applied to a Service Request, Incident or Problem through the actions Apply Service Request Template, Apply Incident Template or Apply Problem Template respectively. A dialog opens allowing you to choose the appropriate template for the class of ticket, SR, INCIDENT, PROBLEM.…

Last Updated on October 29, 2023 by maximosecrets A Ticket Template can be manually applied to a Service Request, Incident or Problem through the actions Apply Service Request Template, Apply Incident Template or Apply Problem Template respectively. A dialog opens allowing you to choose the appropriate template for the class of ticket, SR, INCIDENT, PROBLEM.…

Last Updated on October 29, 2023 by maximosecrets 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…

Last Updated on October 29, 2023 by maximosecrets 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…

Last Updated on October 29, 2023 by maximosecrets 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…

Last Updated on October 29, 2023 by maximosecrets 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…

Last Updated on October 29, 2023 by maximosecrets 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…

Last Updated on October 29, 2023 by maximosecrets 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…

Last Updated on October 29, 2023 by maximosecrets 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…

Last Updated on October 29, 2023 by maximosecrets 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…

Last Updated on October 29, 2023 by maximosecrets 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…

Last Updated on October 29, 2023 by maximosecrets 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…

Last Updated on October 29, 2023 by maximosecrets Contents When I started this article, I had wondered whether to make the title Corrective Action and Preventive Action (CAPA) instead. The two applications are called Incidents and Problems, and so I decided to stick with that. I have also used this article to discuss the Duplicate…

Last Updated on October 29, 2023 by maximosecrets Contents Solutions are used as a knowledge base and can be searched by end users from the Self-Service module. This article will cover all aspects associated with Solutions. Solutions Application In the article on Incidents and Problems we used the Create Solution action to create solution 1047…

Last Updated on October 29, 2023 by maximosecrets Contents The Work View is not a database view but an application in Maximo with some surprisingly special capabilities for an application that does not allow inserts, updates or deletes. The Work View was designed to provide a single view of all the tickets and work orders…