APAR status
Closed as program error.
Error description
DESCRIPTION: Execution of Escalation Points are not working based on elapsed time as points are executed even if the elapsed time is not reached. STEPS TO REPLICATE: 1) Go to System configuration -> platform configuration-> escalation 2) Create new Escalation (Ex.1053) 3) Add Escalation point (EP1). 4) From More Action, click on validate option and then click on activate escalation option. 5) Go to Service Level Agreement and apply to 'incident' object. (Ex.S1009) 6) Fill the desired fields. 7) Add commitment and select the option define escalation. 8) Go to escalation tab , you can see there is two escalation points (EP1) and (EP2). Escalation Point 1: ESCREFPOINT.REFPOINTNUM=1, ESCREFPOINT.EVENTATTRIBUTE=TARGETCONTACTDATE, ESCREFPOINT.ELAPSEDINTERVAL=5,00, ESCREFPOINT.INTERVALUOM=MINUTES With action INCIDENT INPROG Escalation Point 2: ESCREFPOINT.REFPOINTNUM=2, ESCREFPOINT.EVENTATTRIBUTE=RESOLUTIONDATE, ESCREFPOINT.ELAPSEDINTERVAL=-10,00, ESCREFPOINT.INTERVALUOM=MINUTES, ESCREFPOINT.EVENTCONDITION: ACTUALFINISH is null with action INCIDENT CLOSED 9) Apply action for both the escalation points. 10) Change status to active and save it. 11) Create an incident ticket with SLA(S1009) i.e. INC 1014. ACTUAL RESULT: Incident 1014 changes to their status new to CLOSED instead of status INPRG. The Escalation Point 2 (EP2) is evaluated directly, even if the elapsed time in this Escalation Point is not yet reached EXPECTED RESULT: The Escalation Point 2 (EP2) should not be evaluated directly and should be evaluated based on elapsed time. REPORTED IN VERSION: Tivoli's process automation engine 7.6.1.2
Local fix
Problem summary
**************************************************************** * USERS AFFECTED: * * Maximo SLA users * **************************************************************** * PROBLEM DESCRIPTION: * * SLA ATTRIBUTE REF POINT NOT BEING EVALUATED FOR SLA * * ESCALATION WHEN PRECEDED BY NON-SLA ATTRIBUTE REF POINT * ****************************************************************
Problem conclusion
The fix for this APAR will be contained in a future release.
Temporary fix
Comments
APAR Information
APAR number
IJ50348
Reported component name
MAXIMO ASST MGM
Reported component ID
5724R46AM
Reported release
761
Status
CLOSED PER
PE
NoPE
HIPER
NoHIPER
Special Attention
NoSpecatt / Xsystem
Submitted date
2024-03-05
Closed date
2024-04-20
Last modified date
2024-04-20
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
[{"Business Unit":{"code":"BU048","label":"IBM Software"},"Product":{"code":"SSLKT6","label":"Maximo Asset Management"},"Platform":[{"code":"PF025","label":"Platform Independent"}],"Version":"761","Line of Business":{"code":"LOB59","label":"Sustainability Software"}}]
Document Information
Modified date:
20 April 2024