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  • 1.  Service Requests - Ticket Templates - Status Flow

    Posted 6 days ago
    I created a Ticket Template with activities which when applied to a SR creates ACTIVITY records. 

    However when all the ACTIVITES are COMP, it does not automatically change the SR status to RESOLVED. 

    When a FOLLO-UP work order is created directly from the SR, it automatically changes SR's status to RESOLVED once the WORKORDER is COMPLETE. I was expecting a similar behavior with ticket template & activities. 

    I did notice that the ACTIVITIES are not create as FOLLOW-UP even though the ACTIVITY has a Origrecordid and origrecordclass of the SR. May be that's the reason.

    Would appreciate any insights or ideas to resolve this. 

    Thank you!


    #Administration

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    Megha Tatiya
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  • 2.  RE: Service Requests - Ticket Templates - Status Flow

    Maximo Certified
    Posted 6 days ago
    Hi Megha,

    Activities created from Ticket Template those are Workorder Activities. I think we don't have such functionality to change the SR status wrt to activities.

    My suggestion is to write a script to change the SR Status According to the Activities Status.

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    PAVAN KUMAR
    Maximo Consultant
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  • 3.  RE: Service Requests - Ticket Templates - Status Flow

    Maximo Certified
    Posted 6 days ago
    As Pavan mentioned, this isn't possible out of the box. 

    The SR going to RESOLVED when the follow up WO is completed is controlled via the YORN attribute INHERITSTATUS on SR. The thought process is when this is enabled that the WO becomes the system of record for the issue. Some customers disable this as further action might still be required on the SR.

    Think of SR activities like WO tasks. They tell you some of the steps of what to do on that SR but not necessary everything that has to be done on the record. You may need to document a solution for example. WO has similar things (maybe you need to enter failure remarks for example) which is why by default, completing all the WO tasks doesn't complete the WO header. There's a concept for Work Orders called flow control where the tasks can be restricted and completing all the tasks may complete the header. You'd need something like flow control for SR activities if you wanted that to automatically resolve the SR record.

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    Steven Shull
    IBM
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  • 4.  RE: Service Requests - Ticket Templates - Status Flow

    Posted 6 days ago
    Thanks Steven and Pavan. I did get the flow control activated on the tasks to complete the activity. 

    I was hoping there is a similar configuration possible to complete the SR once the activities are completed. 

    Escalation or automation script could definitely be an option but  wanted to check if I am  missing a configuration to enable this out-of-box. 

    Thanks for your help!


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    Megha Tatiya
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