When implementing service request, incident, problem or change management processes, you will probably come across situations where you want individuals to affect the progress of these processes through input that they provide by email.
Tivoli's process automation engine provides base capabilities to process transactions that come from e-mail messages. Many customers and solutions already have some level of implementation using the email listener function. Using the email listener, you can create or update tickets. More information about the email listener can be found at the System Administrator Guide, Chapter 6. These implementations usually require a reasonable level of customization, including Java coding.
In order to ease implementation of email updates, a new accelerator called Maximo for E-mail has been provided in the ISM Library. This accelerator uses the same base process automation engine capabilities, including email listener, escalations, workflows and communication template, but enhances it by enabling customers to implement solutions that update tickets, work orders, changes based on email input through configuration, thus avoiding the need for Java coding for the most common situations. You can read more about this in the Asset Management blog.
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