Maximo Open Forum

 View Only

  • 1.  Duplicate SR tickets in MAS 9.1

    Posted 10-02-2025 12:56

    Looking for solution on how to configure Service Requests (MXSR) object to not allow duplicate SR tickets, I believe this was done in MAS 8.x and prior in SR Config Work Centers properties, unable to locate similar functionality in MAS 9.1. 


    #Administration
    #WorkManagement

    ------------------------------
    John Zupet
    IBM Corporation
    ------------------------------


  • 2.  RE: Duplicate SR tickets in MAS 9.1

    Posted 10-03-2025 08:28

    To answer your question accurately, additional context might be needed. Assuming that you have two unique objects with an SR reference, SR and MXSR, and you're noticing duplicate SRNUMs. Duplicate SRNUMs for the two unique objects indicate that unique Ticket Classes exist. 

    For example, the SR object is a view. An extension of the TICKET object of class 'SR'. The SQL screenshot provides a correlation context of Maximo's OOB TICKET object extensions SR, INCIDENT, and PROBLEM. 


    Solution Option 1:

    • Adding a prefix is an OOB option to differentiate ticket-related Objects.
    • All objects that extend TICKET are SYSTEM-level objects with identical seeds.
    • To mitigate duplicate SR numbers, adding a prefix would mitigate duplicates from ever occurring.
    • For example:   
      • SR1000
      • INC1000
      • PROB1000
      • Or in your scenario, MXSR1000

    Additional suggestions can be provided if needed.



    ------------------------------
    FREDRICK NDWARU
    NBCUniversal
    ------------------------------

    Original Message


  • 3.  RE: Duplicate SR tickets in MAS 9.1

    Posted 10-03-2025 10:56

    Excellent info, and helps, I am however looking for solution to eliminate multiple tickets getting generated for the same incident. Example, power goes out in the neighborhood due to power line outage, the entire neighborhood reports that incident. If i remember, this config has something to do with setting a global option? 



    ------------------------------
    John Zupet
    IBM Corporation
    ------------------------------

    Original Message


  • 4.  RE: Duplicate SR tickets in MAS 9.1

    Posted 10-03-2025 13:39

    There's the concept of a global request/incident. Andrew documented this pretty well in the Maximo Secrets blog Global Issues and Related Records – Maximo Secrets

    It doesn't prevent someone from reporting multiple requests for the same thing but allows you to manage them from the one SR/Incident. 


    Historically, during the SR submission there have been various solutions around this using different frameworks to try and find if a similar SR existed. Maximo IT (which is a separate license but gets installed inside of Manage) is working on a series of integrations like this using Watsonx for example Integrating AI with Maximo IT - IBM Documentation. And of course Manage is using Watsonx in a variety of ways as well. These scenarios where you have a lot of users reporting the same problem are often submitted outside of the Maximo self-service experience though (such as a website form, email, etc.) where the AI agent can't prevent the creation of the SR. But could perhaps be used to quickly create and link the SRs together. 



    ------------------------------
    Steven Shull
    Naviam
    ------------------------------

    Original Message


  • 5.  RE: Duplicate SR tickets in MAS 9.1

    Posted 10-06-2025 18:16

    Hi John,

    The base concept of the SR is that any user (and can be configured for guest access) to raise an SR from the self-service Service Requests app, Maximo Mobile app, via the email listener, etc, without the consumption of a license.  This can mean that the issue may get raised multiple times as the user uis not aware that it has already been raised by another user.  However, you also have the same user raising another SR as well, either they have forgotten or there is a policy to raise an SR every time you notice the issue.

    You'll note that I have avoided the Service Request application as that requires a license, but its design is more from an "I am a service desk/help desk agent logging new SRs".  Part of their procedure will be to check if a similar ticket exists, which also includes global tickets.  The choice then will be to advise the person that it's already in hand or to log it and include it as part of the global ticket.

    There cannot be a duplicate SR number, as the index TICKET_NDX1 stipulates that the combo of the TICKETID and CLASS must be unique.

    Back to the underlying issue, that is, people raising another SR for the same issue. This is exactly what the SR has been designed to allow. Why? When you have lots of people raising the same issue on the same asset/location it means that the system is working.  It very valuable information and means that a global ticket should be raised and that there should be procedures to have that info front and center. 

    How does that fit?

    • Same SR number.  Nope each will be different
    • Same asset/location = yes
    • Same classification = yes
    • Status (other than CLOSED, REJECTED, CANCELLED, RESOLVED) = not important as the issue is not fixed

    What does that mean?  You can build an index that ensures the combo of the asset/location + classification is unique, but I'd counsel that you examine if that is enough of a true statement as the issue could possibly be different.

    I would be interested about if any one finds that 



    ------------------------------
    Craig Kokay
    Principal Consultant
    COSOL

    email: craig.kokay@cosol.global
    #IBMChampion
    ------------------------------

    Original Message


Related Content