Troubleshooting
Problem
Collecting data for IBM Maximo Work Order Tracking problems. Gathering this information before calling IBM support will help you with the troubleshooting process and save time analyzing the data.
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.
- What is the current status of the work order?
- Is there a location and or asset associated with the work order?
- Does this work order have a parent?
- What is the current status of the location or work order?
- Is there a job plan associated with the work order, if so what is its status?
- Is there a PM associated with the work order?
- Was this work order generated by a PM or was it created manually?
- Is this a task work order?
- Does this work order inherit status changes?
- Is there a target start and or finish date associated with the work order?
- Is there an actual start and or finish date associated with the work order?
- Is there an originating record associated with the work order, if so what kind of record is it?
- Are there plans associated with this work order?
- Are there children work orders associated with this record?
- Are there tasks associated with this work order?
- Is there any planned labor associated with this work order?
- Are there any planned materials, services, or tools associated with this work order?
- Are there any related records associated with this work order?
- Are there any actuals associated with this work order?
- Are there any safety plans associated with this work order?
- Is there any error message being displayed when trying to complete a transaction of any kind in Work Order Tracking, if so what is it?
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 |
- After a PMR is open, you can submit diagnostic MustGather data to IBM.
- If using ESR, update the PMR to indicate that data has been sent.
[{"Product":{"code":"SSLKT6","label":"IBM Maximo Asset Management"},"Business Unit":{"code":"BU055","label":"Cognitive Applications"},"Component":"Work Order Tracking","Platform":[{"code":"PF002","label":"AIX"},{"code":"PF010","label":"HP-UX"},{"code":"PF016","label":"Linux"},{"code":"PF027","label":"Solaris"},{"code":"PF033","label":"Windows"}],"Version":"4.1.1;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"}}]
Was this topic helpful?
Document Information
Modified date:
13 April 2021
UID
swg21308555