Maximo Secrets

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…

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. If you have many ticket templates, then finding…

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. It would, of course, be nice if the…

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…