Maximo Open Forum

 View Only

 How do you determine if a comment/worklog was created through Self Service --> Submit a Service Request

Jump to Best Answer
  • Customizations
  • Work Centers
Eric Burkland's profile image
Eric Burkland posted 01-12-2023 18:49

We are currently in the process of implementing the Self Service --> Submit a Service Request "Work Center" functionality within Maximo Asset Management 7.6.1.3.

I discovered that it allows the end users to add "Comments" which show up as Work Logs within the Service Desk --> Service Request application.  The problem I have is there isn't any notification that an end user has added these comments.  

Since the work centers are using oslc api calls is there a way to determine when a record is added via api through java or automation scripting?  I would imagine there is I just can't seem to find the secret sauce.

Thanks,

Eric

Phil Runion's profile image
Phil Runion posted 01-13-2023 09:15 Best Answer
You should be able to fire an automation script on this by using the launch point "Script for Integration". The script would run on both add and update but I believe you will be able to tell if it is an update by checking the "onupdate" implicit variable. You will probably need to load the work log mboSet and then loop through those to determine if there is a work log you need to send on. 

When sending email notification I like to decouple them from the user interaction. Even though it is a bit less efficient I like to send my notifications via escalations. By doing the notification after the fact on a schedule you won't cause the self service user an error if there is an issue sending the update email. With an escalation you might also find that you want to send notifications on new work logs that are created though other means than just the Work Center. 

Phil
Eric Burkland's profile image
Eric Burkland posted 01-13-2023 12:09
Thank you @Phil Runion  I've been contemplating what you have said and I tend to agree that an escalation or maybe even a cron task might be better for this kind of thing.  Thanks for your input!

Eric​

Related Content