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  • 1.  Integrate work log entry to closed Maximo SR

    Posted 08/01/21 06:46 PM
    Edited by System Admin 03/22/23 11:50 AM
    I have an external system that is our primary system for SRs. SRs from the external system get integrated to Maximo via interface tables.

    When an issue is dealt with, Maximo SRs get closed, either by Maximo uses or by the external system.

    Scenario:
    We     have scenarios where an SR has been dealt with/closed, but customers/staff continue communicating about it -- via comments in the external system or work logs in Maximo. For example, an SR that was created by a resident might be closed for a legitimate reason, yet the resident emails a comment to the external system after the fact.

    Maximo:
    In Maximo, it looks like we have functionality where work logs can be added to an SR after it is closed via the Edit History action. (Or even modify/delete a work log using a different action.) But that functionality seems to only apply for manual edits via the Maximo UI.

    The problem we're having is when the external SR system integrates comments/work logs to Maximo. When the external system sends the integration message, it errors-out in Maximo because the Maximo SR is closed. 

    Emailed from: maxintadm@...
Emailed to: IT-staff1@...

Error in integration transaction.

An error occured in an integration transaction. Review the 123456789 error file in the Message Reprocessing application for information about the transaction that caused the error.
psdi.util.MXAccessException: BMXAA0031E - The SR object is read only. Verify the business rules for the MBO or MBOSET object.

at psdi.mbo.Mbo.checkFieldAccess(Mbo.java:6168)
...
    In a pinch, IT staff can manually create a work log entry via the Maximo UI from the failed message text:
    1. Grab the message ID from the notification email
    2. Look up the failed message in Message Reprocessing
    3. Copy the applicable text from the XML message (the comment from the external system)
    4. Go to the Service Request application and find the SR
    5. Use the Edit history action to manually create a new work log entry

    The above steps technically work, but realistically, we can't afford to spend time doing that. We experience this issue daily; in the long term, processing failed messages manually isn't a practical option.

    Question:
    What are my options for handling this issue/scenario? Can Maximo be configured to allow integrating work logs to closed SRs?

    #AssetandFacilitiesManagement
    #Maximo


  • 2.  RE: Integrate work log entry to closed Maximo SR

    Posted 08/02/21 01:01 AM



  • 3.  RE: Integrate work log entry to closed Maximo SR

    Posted 08/02/21 03:02 AM
    Hi User1971,

    I do not know if there is a functional solution to this but I think of the below solutions. I haven't tried it so not sure if it will work in your case.

    I can think of below 2 solutions:
    1. Invoke this option from an Integration script and the condition would be to check if the SR is closed. 
    2. External system sends a flag saying they want to update history/Closed SR and you can a script which will invoke edithistory only the if the flag is set True.

    The only difference between above option is option 1 does 1 extra maximo db call to check the SR status. So, depending on your integration setup with external system you can opt of either of the option.

    It should be simple script on enterprise service or object structure inbound based on your interface configuration in Maximo .


    ------------------------------
    Biplab Choudhury
    Maximo Consultant
    Tata Consultancy Services
    Melbourne
    ------------------------------



  • 4.  RE: Integrate work log entry to closed Maximo SR

    Posted 08/02/21 09:16 AM
    My gut instinct would be:

    When the SR is closed in the external system, configure your integration to set the value of the Maximo SR to some synonym of RESOLVED -- like, "Closed in <other system name>" or "Pending Closure".  You just go into the Maximo domain and create the synonym however you want.

    Then, create an Escalation in Maximo that looks for SR's in that status you made, and have it perform a Change Status action to set it to CLOSED, after some amount of time that you think is reasonable where customers wouldn't add more notes. . .a week, a month, 6 weeks, whatever's right for your business process.

    ------------------------------
    Travis Herron
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