IJ36699: SPECIFICATIONS POPULATE OUT OF SEQUENCE ON SERVICE REQUEST WHEN TEMPLATE IS APPLIED

APAR status

• Closed as program error.

Error description

• DESCRIPTION:
  If a Classification with sequential Attributes is used on a
  Ticket Template, and this template is applied to a Service
  Request, the attributes appear out of sequence in the
  Specifications on the Service Request.
  STEPS TO REPRODUCE:
  1. Log in to maxdemo instance
  2. Go To Administration | Classifications
  3. Common Actions | New Classification
  4. In the Classification field enter "VISITOR_AUTHORIZATION"
  and tab out
  5. Click Yes at the System Message to add the classification
  6. In the Description field enter "Visitor Authorization
  Interview"
  7. In the Use With section click the New Row button
  8. In the Use With Object field enter "asset" and tab out
  9. Repeat the steps to add rows for:
   SR
   TKTEMPLATE
   TKTEMPLTACTIVITY
  10. In the Attributes section click the New Row button
  11. In the Attribute field enter "Q-ONE" and tab out
  12. Click Yes at the System Message to add the attribute
  13. In the Description field enter "Question one?"
  14. In the Data Type field enter "aln" and tab out
  15. Click the Use with Object Detail button
  16. In the Sequence field for each Use With Object enter 1
  17. Click OK
  18. Repeat the steps to add 15 more rows with a similar naming
  scheme, ex. "Q-TWO", "Question two?" (use Sequence 2, 3, 4,
  etc. to correspond with the naming convention)
  19. Save the record
  20. Go To Service Desk | Ticket Templates
  21. Common Actions | New Template
  22. In the Template field enter "VA-001"
  23. In the Description field enter "Visitor Authorization 001"
  24. In the Class field | Select Value | click SR
  25. In the Classification field | Detail Menu | Classify
  26. Click VISITOR_AUTHORIZATION
  27. Observe that the Specifications section displays the
  Attributes in the correct sequence, 1-16
  28. Save the record
  29. Common Actions | Change Status
  30. In the New Status field | Detail Menu | click ACTIVE
  31. Click OK
  32. Go To Service Desk | Service Requests
  33. Common Actions | New Service Request
  34. More Actions | Apply Service Request Template
  35. Click VA-001 to highlight the row, then click OK
  36. Click the Specifications tab
  RESULT:
  The Attributes are not displayed in accordance to the sequence;
  although the correct order will display after the record is
  saved, the User process for entering the Service Request will
  not be performed correctly. Since the attributes are initially
  displayed out of order, the User will not ask the questions in
  the correct order when entering the answers to the questions in
  the Alphanumeric Value fields. This is a critical business
  requirement.
  EXPECTED RESULT:
  The Attributes will be displayed in sequential order upon
  initial population on the SR to allow proper data entry on the
  SR record
  REPORTED IN VERSION:
  Tivoli's process automation engine 7.6.1.2-IFIX20210719-1752
  

Local fix

Problem summary

• ****************************************************************
  * USERS AFFECTED:                                              *
  * MAXIMO                                                       *
  ****************************************************************
  * PROBLEM DESCRIPTION:                                         *
  * SPECIFICATIONS POPULATE OUT OF SEQUENCE ON SERVICE REQUEST   *
  * WHEN TEMPLATE IS APPLIED                                     *
  ****************************************************************
  

Problem conclusion

• The fix for this APAR is contained in the following maintenance
  package: release\fix pack for Release 7.6.1.3 Product
  

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