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Collecting Data: Maximo Escalations

Question & Answer


Question

Collecting data for escalations problems with Maximo. Gathering this information before calling IBM support will help you with the troubleshooting process and save time analyzing the data.

Answer

Maximo Escalations specific Collecting Data information

This technote describes what information you need to begin troubleshooting a Maximo Escalations issues.

If you have not compiled the General information, Please see General Collecting Data document 1313647 and include that information.

Escalations are used to automate some tasks that are done on a daily basis of an work day and also to help customers automate processes in their businesses. Also, they are used to: Evaluate critical processes and tasks to ensure timely completion (SLAs), send notification of status change of a record or a change of the owner for a record.

An escalation has the below components:

Condition: Is a SQL query to filter and identify the records that should be used by the escalation.

Escalation points: Further filters the set of records and they are also date/time based which specifies when the action or notification are triggered.

Actions: Event the system triggers when it finds the. Actions records which meet conditions of Escalation.

Notifications: The system sends an email when it finds records which meet conditions of Escalation


and it uses Communication Templates.

Below you can find some helpful links (with examples) on how you can correctly create an escalation:


http://ibm.co/1r3JX2Z
http://ibm.co/1wnKKvN
http://ibm.co/1ybMUDf
http://ibm.co/1ybMUDf

The escalation uses a crontask in order to run on a scheduled time. If the crontask doesn't run you may want to try the following suggestion:
http://ibm.co/1uFl4dN
http://ibm.co/1wnMNQr

If the escalation is causing some out of memory issues because of an unresolved email addresses is used, the you should try:
http://ibm.co/1o0d81Y

If the above general information does not help you please send the below information:

1) Go to > System Configuration – Platform Configuration > Escalations application
2) Select the affected Escalation and send as full screen shots (not cuts or snaps) on how the escalation is configured (also please include Communication Log, Actions and Notifications tab).
3) Go to > System Configuration – Platform Configuration > Logging application
4) On Root Loggers section select application and set it on INFO level
5) On Loggers section click on New Row button
6) Select the following:
Logger: ESCALATION
Log level: DEBUG
Key: log4j.logger.maximo.application.ESCALATION
Inherited Appenders: Console
7) Save changes. You receive BMXAA5191W - Logging settings have been changed. However, changes will not take effect until the Apply Settings action is executed. - which is normal
8) Select Action > Apply Settings
9) Reproduce the issue and send is the SystemOut.log file. Please also include any SystemErr.log that contain any errors in regards to escalations. Also include a specific detailed instructions as to the exact issue you are having.

[{"Product":{"code":"SSLKT6","label":"IBM Maximo Asset Management"},"Business Unit":{"code":"BU059","label":"IBM Software w\/o TPS"},"Component":"Escalations","Platform":[{"code":"PF002","label":"AIX"},{"code":"PF016","label":"Linux"},{"code":"PF033","label":"Windows"}],"Version":"7.1;7.5","Edition":"","Line of Business":{"code":"LOB59","label":"Sustainability Software"}},{"Product":{"code":"SSLKT6","label":"IBM Maximo Asset Management"},"Business Unit":{"code":"BU059","label":"IBM Software w\/o TPS"},"Component":" ","Platform":[{"code":"","label":""}],"Version":"","Edition":"","Line of Business":{"code":"LOB59","label":"Sustainability Software"}},{"Product":{"code":"SSWT9A","label":"IBM Control Desk"},"Business Unit":{"code":"BU053","label":"Cloud & Data Platform"},"Component":" ","Platform":[{"code":"","label":""}],"Version":"","Edition":"","Line of Business":{"code":"LOB59","label":"Sustainability Software"}}]

Document Information

Modified date:
17 June 2018

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swg21684548