Troubleshooting
Problem
Collecting data for Purchase Order problems with Maximo. Gathering this information before calling IBM support will help you with the troubleshooting process and save time analyzing the data.
Diagnosing The Problem
This technote describes what information you need to begin troubleshooting a Maximo Purchase Order issue.
Resolving The Problem
For all Maximo Purchase Order related issues, the following questions should be answered and the data compiled. This info should then be provided to IBM Maximo Support:
1. Check your exact version information of Maximo
- Go to the Start Center/Help/System Information
- Copy information listed in dialog box
2. What is the problem that you are having? Please provide a detailed problem description and the replication steps with screen shots.
3. Is there an error message being displayed, if so what is the message? Provide a screen shot.
4. Please provide PO.xml after exporting it from Application Designer.
5. Please make sure that sql logger is set as INFO in the Logging Application. Replicate your issue and provide the following log files: maximo.log, systemout.log and systemerr.log with the replication date and time.
6. If your issue has occurred on specific PO data, please provide data in csv format with column headers.
--- XXX is your PONUM
SELECT * FROM PO WHERE PONUM = 'XXX'
SELECT * FROM POLINE WHERE PONUM = 'XXX'
SELECT * FROM POSTATUS WHERE PONUM = 'XXX'
SELECT * FROM POCOST WHERE PONUM = 'XXX'
SELECT * FROM POTERM WHERE PONUM = 'XXX'
7. Do you have any customization? Please provide below data.
SELECT OBJECTNAME, CLASSNAME, FROM MAXOBJECT WHERE OBJECTNAME IN ( 'PO','POLINE','POCOST','POSTATUS','POTERM')
SELECT OBJECTNAME, ATTRIBUTENAME, AUTOKEYNAME, CLASSNAME, DEFAULTVALUE, DOMAINID, MAXTYPE,LENGTH,SCALE, PERSISTENT,PRIMARYKEYCOLSEQ,SEARCHTYPE
FROM MAXATTRIBUTE WHERE OBJECTNAME IN ( 'PO','POLINE','POCOST','POSTATUS','POTERM') ORDER BY OBJECTNAME, ATTRIBUTENAME
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.
Related Information
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Document Information
Modified date:
17 June 2018
UID
swg21682031