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Unable to cancel a SR

  • 1.  Unable to cancel a SR

    Maximo Certified
    Posted 05-04-2021 09:35
    Dear All,

    We have created a synonym of CLOSED status called CANCELLED in Service Request and created a manual input node in the workflow to allow the end user to cancel the SR.We observed that the system throws an error message that the value is not in the value list when the user selects this option through the workflow and also the cancel status is not available as one of the options from the change status icon also.

    What could have gone wrong as external values created for other synonyms in SR like pending shows up but the cancel status is not showing up and also not working.

    I went through the ticket status handler class and it shows that a ticket can go to CLOSE(which means it can go to any synonym of closed,which is cancelled in our case) if the status is NEW,QUEUED,IN PROGRESS,PENDING OR resolved.

    Can anyone please provide any insight as to why this issue is occurring.

    Thanks for the support

    Regards,
    Mahadevan
    Tata Consultancy Services
    Dubai
    #Administration
    #MaximoUserGroups
    #EverythingMaximo

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    Mahadevan Ramakrishnan
    Tata Consultancy Services
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  • 2.  RE: Unable to cancel a SR

    Maximo Certified
    Posted 05-05-2021 08:51
    I'm pretty sure CANCELLED is an out of the box status on SR. I've checked multiple apps that have that status on all of them. There are two reasons why I think you might not be able to see it.

    The first is that there is a condition tied to that value on the domain and it's not evaluating to true. If you open the domain and expand the value for CANCELLED choose the "View/Modify Conditions" button to see if there are any conditions tied to the domain.

    The second is that you have data on that record that is preventing it from going to CLOSED. To determine if it's allowed to close, Maximo looks for unapproved labor on the SR or active timers on the SR for example. You didn't mention if you explicitly saw the CLOSED status, just that you didn't see your synonym status. If you see CLOSED then this shouldn't be your issue.

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    Steven Shull
    Projetech Inc.
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  • 3.  RE: Unable to cancel a SR

    Maximo Certified
    Posted 05-05-2021 09:05
    Thanks a lot for your kind reply.

    I have checked and there is no OOTB SR status of cancelled and hence created a synonym of CLOSED.Also,there is no conditional expression attached to the SRSTATUS synonym domain against any of the domain values and hence it is very strange as to why the system is not showing up the CAN value in the change status dialog and throwing an error message when the user tries to exercise the cancel option from the workflow

    Regards,
    Mahadevan

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    Mahadevan Ramakrishnan
    Tata Consultancy Services
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  • 4.  RE: Unable to cancel a SR

    Maximo Certified
    Posted 05-07-2021 00:13

    Hi Mahadevan,

    CANCELLED is not an OOTB status in Maximo till version 7.6, however IBM is adding it as part of 7.6.1 (it is mapped to CLOSED internal value).

    I just gave try in 7.6.0.9 OOTB environment. After adding CANCELLED as new external value for CLOSED, I was able to select it in SR change status dialog.


    Thanks,
    Manoj Sawant

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    Manoj Sawant
    Wipro Ltd
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  • 5.  RE: Unable to cancel a SR

    Posted 05-10-2021 09:12
    Mahadevan,

    What is the error that is thrown?

    Does the user have adequate permissions to CLOSE the SR?

    In your Workflow design, is there a Lock on Status Changes (the "NOSTATUS" action) that isn't unlocked (the "OKSTATUS" action) before trying to perform the Cancel status change?


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    Travis Herron
    Pensacola Christian College
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  • 6.  RE: Unable to cancel a SR

    Maximo Certified
    Posted 29 days ago
    Dear Travis,

    The error message that is displayed is as below:-
    BMXAA4295E-Could not change ticket status to CAN.
    BMXAA4190E- Status CAN is not in the value list

    We have added CAN as a synonym of CLOSE and the user has the rights to CLOSE the SR.We are on base version of 7.6.0.4 without any ifix

    Regards

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    Mahadevan Ramakrishnan
    Tata Consultancy Services
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  • 7.  RE: Unable to cancel a SR

    Posted 29 days ago
    Just double-checking. . .In this most recent message the error says the ticket can't go to status CAN.  In your original message, you said you created a status called CANCELLED.  Which value is actually in the Synonym Domain, and is that the same value that you're trying to use to cancel the record?  In other words, are you trying to set it to CAN but you need to set it to CANCELLED because that's the value in the SRSTATUS domain?

    Is there a Workflow process involved?  If so. . .
    >>>In your Workflow design, is there a Lock on Status Changes (the "NOSTATUS" action) that isn't unlocked (the "OKSTATUS" action) before trying to perform the Cancel status change?


    Other than that, I doubt that this is the case, but once upon a time I had to open an Enhancement Request with IBM because I couldn't receive against a PO if the PO Status was a synonym of a valid value; it was hard-coded to work only on the OOTB values.  Maybe they have the same problem (not accepting synonym values) on the SR object on your version of Maximo?


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    Travis Herron
    Pensacola Christian College
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  • 8.  RE: Unable to cancel a SR

    Maximo Certified
    Posted 28 days ago
    Dear Travis,

    Yes we created a synonym of CLOSED and named it as CAN. We are using an action to change the status of SR to CAN from the workflow and it is giving the mentioned error message and we are unable to cancel a SR.

    I understand from your PO example that there might be a challenge to cancel a SR,does it mean that we would have to amend our process as we might not be able to cancel a SR in that case and we might have to wait for a future release to be able to do that.

    Also,in the same post,some of the members had mentioned that they were able to cancel a SR in OOTB 7.6.0.9 so it might be that in the current version of ours(7.6.0.4),this might be a problem.

    Regards,
    Mahadevan

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    Mahadevan Ramakrishnan
    Tata Consultancy Services
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  • 9.  RE: Unable to cancel a SR

    Maximo Certified
    Posted 25 days ago
    Dear All,

    Thanks for all your valuable assistance.

    The issue has been resolved now. It was observed that there was a global data restriction on synonym domain of type QUALIFIED on the Application SR and VIEWSR with the condition - domainid='SRSTATUS' and value in ('NEW','QUEUED',...).

    I really dont know why this global data restriction was added as all values of SR status were present and we had to add the value CAN to this list for the CAN status to work from the route workflow.We also had observed that MAXADMIN was able to cancel the SR in the past but any user belonging to MAXADMIN group was not able to see the CAN status in the SR.

    Also,it is observed that even after the SR is CANCELLED,the change status allows it to go to CLOSED which should not be the case as once it is CANCELLED,it should throw an error message that status cannot be changed.Do we have to write a customization in order to achive the same even though CAN has been created as a synonym of CLOSED status?Please advise.

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    Mahadevan Ramakrishnan
    Tata Consultancy Services
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