IJ36264: WORK LOG VISIBILITY SEEMS TO BE FROM ONLY THE IMMEDIATE FOLLOW-UP RECORD AND NOT THOSE UP/DOWN THE LINE

APAR status

• Closed as program error.

Error description

• If a follow-up Incident (or work order) from a Service Request
  is created and a follow-up Work Order from the Incident (or from
  the initial work order) then a log note added to the Work Order
  is only visible on the Incident (or the first work order) and
  not the Service Request. If the log note was made client
  viewable on the work order it is not visible on the View Service
  Request application, the self-service user cannot receive
  updates.
  STEPS TO REPRODUCE:
  1.	On Self-Service / Create Service Request application create a
  new record. Take a note of the service request number.
  2.	On Service Requests application open the service request just
  created and use Create > Incident or Create > Work Order.
  3.	In the environment with add-ons Navigate to the Incidents
  record in the Incidents application and use the action Create >
  Work Order.
  
  4.	In the environment without add-ons Navigate to the work
  order just created in the Work Order Tracking application and
  use the action Create > Work Order.
  
  5.	Navigate to the Work Order record and create a log note
  checking the Viewable field. The Log Note is visible on the
  Incident (or the first follow-up WO created from the service
  request) but not the Service Request, nor in the View Service
  Requests application by the person who reported the issue or
  request.
  RESULT:
  The Log Notes are not visible in the Service Request, not the
  immediate follow-up record.
  EXPECTED RESULT:
  Log Notes are supposed to follow the lineage
  
  REPORTED IN VERSION:
  Tivoli's process automation engine 7.6.1.2
  

Local fix

Problem summary

• ****************************************************************
  * USERS AFFECTED:                                              *
  * MAXIMO, ICD                                                  *
  ****************************************************************
  * PROBLEM DESCRIPTION:                                         *
  * Worklog entries does not show all the related records        *
  * worklogs up or down the hierarchy.                           *
  ****************************************************************
  

Problem conclusion

• The logic was checking if the record was already checked before
  adding the record. Changed the logic to add to the visited list
  after checking if it is already visited.
  

Temporary fix

Comments

APAR Information

• APAR is sysrouted FROM one or more of the following:

• APAR is sysrouted TO one or more of the following:

Fix information

• Fixed component name

  MAXIMO ASST MGM

• Fixed component ID

  5724R46AM

Applicable component levels