IJ40462: EMAIL LISTENER LSNRACTION=CHANGESTATUS UPDATING WRONG TICKETID

APAR status

• Closed as program error.

Error description

• This happens when there are ticketid's that contain the same
  numbers.
  example
  LSNRACTION=CHANGESTATUS
  ;
  LSNRAPPLIESTO=SR
  ;
  CLASS=SR
  ;
  TICKETID=1234
  ;
  STATUS=RESOLVED
  ;
  #MAXIMO_EMAIL_END
  
  However if there are 2 ticket ids that contain the same numbers,
  
  
  Example:
  
  Ticket 1234-
  Ticket 21234-
  
  STEPS TO REPRODUCE:
  1. Enable/Activate workflow process for INBOUNDCOMM that has
  change status action, such as LSNRBP
  2. Enable and activate EMail Listener, use LSNRBP process
  3. You will need to have records that contain same number for
  TICKETID such as 1234 and 21234, (may have to update via db
  update statement)
  4. send email to update status
  LSNRACTION=CHANGESTATUS
  ;
  LSNRAPPLIESTO=SR
  ;
  CLASS=SR
  ;
  TICKETID=1234
  ;
  STATUS=RESOLVED
  ;
  #MAXIMO_EMAIL_END
  5. It changes status of the older ticket, not the one that with
  ticketid 1234.
  
  RESULT:
  Wrong ticket status gets changed because it's not exact record
  ticketid
  
  EXPECTED RESULT:
  Should change the specified ticketid 1234 only
  
  Product Environment
  Tivoli's process automation engine 7.6.1.2-IFIX20210625-1908
  Build 20200715-0100 DB Build V7612-284 HFDB Build HF7612-37,
  

Local fix

• n/a
  

Problem summary

• ****************************************************************
  * USERS AFFECTED:                                              *
  * Maximo Email Listener users                                  *
  ****************************************************************
  * PROBLEM DESCRIPTION:                                         *
  * Change status action class what not doing an extract match   *
  * on the the ticketid                                          *
  ****************************************************************
  

Problem conclusion

• The fix for this APAR will be contained in a future release.
  

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