IBM Support

Collecting Data: Maximo Preventive Maintenance

Troubleshooting


Problem

For every problem, collecting data can aid in problem determination and save time resolving Problem Management Records (PMRs).

Resolving The Problem

Collecting MustGather data early, even before opening the PMR, helps IBM Support quickly determine if:

  • Symptoms match known problems (rediscovery).
  • There is a non-defect problem that can be identified and resolved.
  • There is a defect that identifies a workaround to reduce severity.
  • Locating root cause can speed development of a code fix.
For all Maximo Preventive Maintenance related issues the following questions should be answered and the compiled. This info should then be provided to IBM Maximo Support:
  1. Is this PM time or meter based?
  2. Has this PM generated work orders without error in the past?
  3. What is the current status of this PM?
  4. Is the PM associated with a master PM?
  5. Is there a job plan associated with the PM?
  6. If the PM is associated with a job plan, what is the status of the job plan?
  7. Is there a location or an asset associated with the PM?
  8. What is the current status of the associated location or asset?
  9. Is there a route associated with the PM?
  10. What is the last start date for this PM?
  11. What is the last completion date for this PM?
  12. What is the earliest next due date for this PM?
  13. If the PM is time based, what is it's frequency and estimated next due date?
  14. If the PM is meter based, what is the frequency, last meter reading, and units to go?
  15. Are there seasonal dates associated with this PM?
  16. Is there a job plan sequence associated with this PM?
  17. Is this PM part of a PM hierarchy?
  18. Is a PM crontask being used?
  19. If a PM crontask is being used and work orders will not generate, can you generate work orders manually?
  20. Is this problem taking place with a single user or many users?
  21. Does this user have security privileges to generate work orders from PMs?
  22. Is there an error message being displayed when trying to complete any transaction in the PM application, if so what is the message?

Once you have gathered the above information please either use the ESR (Electronic Service Request) tool or call 1-800-IBM-SERV (1-800-426-7378) to contact IBM Maximo Support.


Entering general information into an electronically-opened PMR (ESR) eliminates waiting on the phone to provide general information to Level 1 support.

Please be prepared to provide more specific information to the engineer working on your PMR to help solve your issue.


Submitting information to IBM Support

[{"Product":{"code":"SSLKT6","label":"IBM Maximo Asset Management"},"Business Unit":{"code":"BU055","label":"Cognitive Applications"},"Component":"Prev Maint","Platform":[{"code":"PF033","label":"Windows"}],"Version":"5.2;6.0;6.1;6.2;6.2.1;6.2.2;6.2.3;6.2.4;6.2.5;6.2.6;6.2.7;6.2.8;7.1;7.1.1;7.5;7.6","Edition":"","Line of Business":{"code":"LOB59","label":"Sustainability Software"}},{"Product":{"code":"SSLKTY","label":"Maximo Asset Management for IT"},"Business Unit":{"code":"BU053","label":"Cloud & Data Platform"},"Component":null,"Platform":[{"code":"","label":"All"}],"Version":"","Edition":"","Line of Business":{"code":"LOB59","label":"Sustainability Software"}},{"Product":{"code":"SSWK4A","label":"Maximo Asset Management Essentials"},"Business Unit":{"code":"BU059","label":"IBM Software w\/o TPS"},"Component":null,"Platform":[{"code":"","label":"All"}],"Version":"","Edition":"","Line of Business":{"code":"LOB59","label":"Sustainability Software"}}]

Document Information

Modified date:
13 April 2021

UID

swg21308551