- Assign the responsible person or group to handle the request;
- Assign the lead person for the work order;
- Assign the supervisor for the work order or ticket;
- Assign the crew that is responsible for the work order;
- Select the appropriate job plan or template to accomplish the requested work;
- Notify the appropriate individuals about the work in process;
- Specify the actions that are needed to resolve the issue;
- Assign a solution to be applied to the ticket.
[Tutorials] How to create and apply response plans to tickets using IBM Tivoli Service Request Manager
HelenaCorelli 270004AYTG Tags:  request response ism plan manager tsrm maximo service 2 Comments 20,414 Views
1. About this tutorial
It can be quite complex to manage a high number of requests in a Help Desk environment, Delays in responses may have a negative impact on business and cause user dissatisfaction. The SRM Response Plan is an escalation engine and integrated workflow that helps prioritize the tickets automatically by applying actions to accelerate their closing.
A response plan can be applied in several service requests or work orders with similar characteristics. Thus, repetitive tasks can be eliminated. Depending on how the response plan was set, the following actions can be performed:
This tutorial demonstrates how to create and implement a Response Plan to facilitate the processing of service requests created through Service Request Manager.
This tutorial is based on Service Request Manager 7.2.1 However, the Response Plan functionality is also available in Service Request Manager 7.2.
The user required to execute this tutorial must have administrative privileges in order to create escalations, actions, communication templates, job plans and response plans.
2. Executing this tutorial
Step 1: Creating a response plan
Login to Maximo and navigate to the Response Plan application: Go to → Service Level → Response Plan.
Image 1 - Response Plan page
The application has seven tabs (Image 1): List, Response Plan, Conditions, Locations, Assets, Configuration Items and Response Actions. Except by the List tab, all the other tabs contain fields to define how the response plan will be implemented and what actions will be taken.
To create a new response plan, click on the “New Response Plan” icon.
Enter a name and description (Image 2):
Image 2 - New response plan
Every new response plan is created as draft and must be changed to active when completed.
Define the application that this new Response Plan will be applied to and rank it.
Image 3 - Define application and ranking
A response plan can be applied to an incident, work order or a problem. Therefore, you can create a response plan specific to each type of ticket you want to work. In the example above, this response plan will be applied to a service request.
Step 2: Criteria definition
Navigate to the Conditions tab to set the response plan criteria.
A response plan may be applied according to the ticket classification. In the example below (Figure 4), this response plan will be applied to tickets that are classified as 'Printer / Low Toner'.
Image 4 - Conditions
The response plan can also be applied according to a service group (Image 5):
Image 5 - Service Group
A query can be created in order to have a more accurate set of tickets that a particular response plan can be applied. The SQL Expression Builder may aid in the query creation. In the example in image 6, the response plan will be applied only if the ticket was originated from a specific offering. In this case the query would be: PMSCITEMNUM = 'PMSC_2007A'.
Image 6 - Additonal criteria
The asset used in the ticket may also be used as criteria to apply a specific response plan. Considering the example above, the toner replacement procedure may vary depending on the printer model. In this case the asset criterion supersedes the classification. Therefore the asset value will define the Response Plan to be applied.
Navigate to the Assets tab and specify an asset as shown in the image 7. The same thing can be done in the Configuration Items tab.
Image 7 - Assets
Step 3: Actions definition
After defining the criteria of the response plan, we define what actions may be taken, for example, assign the ticket to a owner group. To do this click on the Response Plan tab and fill in the field 'Assign Owner' or 'Assign Owner Group'. When the response plan is applied to an incident, as shown in Figure 8, it should be assigned to a group or person.
Image 8 - Assign owner
You can create generic response plans to assign tickets to specific groups based on the ticket classification, such as telephony, network, hardware, and so on. Therefore, you do not need to analyze and manually transfer the ticket to the owner group. That would be done automatically by an escalation (Image 9).
Image 9 - Incident assigned to an owner after applying a response plan
Response plans may also apply actions, work orders and send notifications. If an incident is opened for password change, based on criteria such as classification or source of the ticket, you can apply an existing solution with steps on how to change the password.
As a prerequisite, you need active solutions to be available. Create a response plan, define the criteria and select a solution (Image 10):
Image 10 - Response plan with solution
You can see the solution in the Solutions Details tab from the ticket that had the response plan applied. (Image 11).
Image 11 - Apply response plan with solution
The Response Plan can also be applied with a Ticket Template or with a Job Plan.
Image 12 - Response Plan with Ticket Template
Go to the Response Actions tab to set other actions such as sending notifications or closing tickets automatically.
In the example of the response plan with a solution, one might argue that there is no reason to keep the ticket opened. You can associate an action to close the ticket and send a survey to the user as shown in Image 13.
Image 13 - Response plan with notification and survey
To add a notification it is necessary to create a communication template first: Go to → System Configuration → Platform Configuration → Communication Templates and setup a SMTP server to send e-mails.
Go to → System Configuration → Platform Configuration menu and create Actions and Escalations for more options to your Response Plan.
3. How to apply a response plan
The response plan can be applied in three ways:
3.1 Apply a response plan to a ticket
Open a ticket (service request, problem or incident) and from the Select Action menu select Apply Response Plan (Image 14).
Image 14 - Apply Response Plan
3.2 Apply response plan automatically
You can create an escalation to apply response plans automatically to tickets. The following example shows an escalation that runs every 5 minutes, applying a response plan when a service request is classified as “Printer / Toner Low”.
Image 15 - Escalation
3.3 Response plan automatically applied when the cart is submitted (Offering Catalog)
When creating an offering, check the option "Invoke Apply Response Plans Workflow Only?". Thus, when the user submits the cart with the offering, a response plan will be automatically applied to the service request.
Image 16 - Offering
IBM is excited to introduce a series of upgrade training sessions available to you! Spurred by the creativity of our own Kevin B, this series is intended to assist our customers in planning their upgrade to the latest versions of Maximo Asset Management and SmartCloud Control Desk.
In each session, a member of the business architecture team will deliver a presentation chronicling the incremental enhancements made in the product as well as point out functional changes to existing features. Ample time will be allowed for customer questions. Attendees will come away with a better understanding of what the application functionally after the upgrade. This information should prove valuable for customers in determining customizations and configurations that could be modified or removed upon implementation of the latest version.
These sessions are also open to any IBM clients, business partner or IBM employee who is involved in upgrades to the latest versions of Maximo or SmartCloud Control Desk.
September’s Upgrade sessions includeUtilities 11-Sep
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For more information on attending these sessions, or accessing their recordings after the training occurs click here
Or you can download a spreadsheet with the latest training information from SMC Maximo Asset Management Activity page here
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or go to registration link
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How and where to download a software fix from. Did you know?
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- You can upload an inventory file, and have fixes for all those products listed for selection?
- Did you know that Fix Central supports pre-rec and co-rec associations, so that you will know if a fix you need has other required changes even for distributed platforms?
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The Software Product Compatibility Reports site is an innovative tool, designed to allow YOU, IBM clients, to easily generate custom reports about compatible IBM software combinations, product end-of-service dates and product translations.
This is a great tool for figuring out what products are compatible with others and how your particular implementations may need to be designed to ensure your success. To read more about these reports, then head on over to the Software Product Compatibility Reports site's home page and see what these reports can do for you! Here is a quick link to this tool, and to find it in the future, look under the support resources on the overview page of the IBM Support Portal.
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Fix pack 18.104.22.168 for Tivoli's process automation platform is now available. This fix pack is not backwards compatible with prior releases. SmartCloud Control Desk version 7.5 is based on Tivoli's process automation platform 22.214.171.124. If you install the 126.96.36.199 fix pack, several product functions will be broken.
This information is also available in a flash from IBM support.
White paper about the procedure and best practices to upgrade V8.3 or V8.4 to V8.5.1 or V8.6 is now available!
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Please have a look to TWA Wikis ! We have loaded there new TWA Documentation that can be useful for the overall TWS experts!
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A new module released titled: Running level one IBM Tivoli Monitoring scope sensor
The Internet is changing the face of product support. It is an undeniable fact that the manner in which we attempt to resolve problems, be they complex software applications or finding the closest Italian restaurant, is entirely different than 10, 5, or even 2 years ago. In all facets of our daily lives, how we search for answers to even the simplest of problems have been forever changed through online technology and capabilities. The Internet permeates all aspects of our lives; how many readers of this blog post do not understand the phrase "Just Google it"?While one might argue social business is still maturing and that the social media landscape is still quite dynamic and reminiscent of the Old West (anyone still have a MySpace account?). the commitment to social business has seen tremendous growth in the halls of IBM Software Support. This acknowledgement of the import of social business is in no small part due to the explosion and popularity of these mediums as a viable means to resolve issues through a collection(s) of peer users. Community based, or to use the cool kid's lingo, crowdsourcing, allows you to move far beyond traditional support models. Prefer a concise and direct notification system? There is a Tivoli Support Twitter page. Want to engage in a dialogue with your peers? Check out the just released IBM Tivoli Support Facebook page. If you want to do more than just "like" the FB page, join the Tivoli Support Facebook group. Are you a visual learner? The IBM Electronic Support Channel on YouTube have generated over 50,000 views! There are hundreds of online instructional videos also available at the IBM Education Assistant site.
Nowhere is this more apparent than the emerging use of social media in the business environment. Over the past few years, social venues like Facebook, Twitter, YouTube, and others have transformed from purely social offerings to bona fide business tools. For additional insight into IBM's approach and use of social business in the enterprise, I highly recommend following Sandy Carter, the IBM Vice President of Social Business. Sandy is an acclaimed author, expert, and evangelist in this business context.
Two of the most prominent IBM online offerings dedicated to problem resolution are the Support Portal and Service Requests systems. The Support Portal is the gateway into resolving your product issues. You can configure the portal and add any and all IBM Software products your organization utilizes. From the portal, you can search our extensive knowledge base, download product documentation, review deployment and configuration best practices, and obtain product updates and maintenance. Service Requests (SR) is the system where you can easily create new PMRs, view existing tickets. Two years ago, less than 20% of all new PMRs were created through the use of the SR system. Today, almost 50% of all PMRs originate electronically from the SR system..
I could go on and on about our IBM eSupport initiatives and will continue to focus and highlight online tooling in future posts. For now, I hope you take the time to review some of these tools and systems. I'm confident you will realize immediate value from these offerings. I welcome all comments on any aspect of Tivoli product support delivery. What works for you, and just as importantly, what's not working or what's totally missing. Our constant and driving objective is to continually improve the consistency and caliber of support we provide and your feedback in these forums is crucial to these goals.