Maximo Secrets

KPI Manager

The KPI Manager application is used to create and maintain records that provide operational Key Performance Indicators (KPIs). I’ve deliberately described these as operational KPIs and not business KPIs. They will help to determine how Maximo is being used and the results can be tracked over time and displayed on a Start Center. Each KPI…
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Escalations – Advanced Topics

Contents In this article we will look at the actions found in the Escalations application and a number of advanced topics so that you understand the use of the Repeat field, the Calendars/Shifts on the escalation and escalation point, and how communications are written to the Communication Log. We will also review how to determine…
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Escalations

An escalation is a background task that can monitor an object in Maximo and for the records where the condition evaluates to true it can notify you through a Communication Template or it can perform an Action. There is an Escalations application which is the focus of this article. Escalations are also embedded in a…
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Actions

Contents Actions are used in Workflow and Escalations; they will also be found in Service Level Agreements (SLA) as there is an Escalation tab. This article will discuss the Action application and the standard action records provided in Maximo, the practical use of these actions will be followed up with articles on SLAs, Escalations and…
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Communication Templates

Contents A communication template is a template for an outbound email and is used in Workflow, Escalations and in applications through the Create Communication action. The Communication Templates application will be found in the Administration module and in the System Configuration – Platform Configuration module. List Tab There are a variety of existing Communication Templates…
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Roles

Contents A role is a pointer that resolves to a person or team, a person group. For example, the person who reports a service request, the buyer of a purchase order, the team responsible for safety, etc. Once it has found a person or team Maximo can derive an email address and use this in…
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Ticket Communications (3)

Contents This is the last of the three articles on Ticket Communications and will focus on the Communication Templates and Roles provided for Tickets in the out of the box Maximo system. The illustrations will show two of the Global Ticket Communication Templates in action, one for Incidents and one for Problems, which can be…
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Ticket Communications (2)

Contents This is the second article of three reviewing the functionality behind the Create Communication action on the ticket-based applications. The first article introduced the Create Communication dialog and the three tabs that you get when you open the To field’s Select Value to look up a recipient of the email. In the article we…
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Ticket Communications (1)

Contents This is the first of three articles on Ticket Communications, and they focus on the Create Communication action in the Ticket based applications. The articles do discuss a bit about Roles and Communication Templates but only to see how they are applied, there is scope for other articles on those two applications. To help…
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Work View

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 that a user is responsible for or where…
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Solutions

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 at DRAFT status. You cannot see which record…
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Incidents and Problems

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 and Delete actions. Incidents – Corrective Actions, Problems…
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Ticket Time Tracking

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. …
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Status Inheritance on Tickets

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…
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Service Level Agreements (4) – Related SLAs

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…
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