IV51672: ATTACHMENTS ARE NOT DISPLAYED ON COMMUNICATION LOG.

APAR status

• Closed as program error.

Error description

• Attachment file is not shown in communication log.
  
  STEPS TO RECREATE:
  1) Specify the following value in mxe.doclink.doctypes.
  topLevelPaths using System Propeties application and
  restart MXServer.
  
  /maximo/doclinks
  
  2) Create the following directories by the root user
  with the permission 777.
  
  /maximo
  /maximo/doclinks
  
  3) From "Service Requests" application, select "Attachment
  Library Folders"-"Manage Folders" from select action menu.
  
  4) On "Manage All Document Folders" window, specify the
  following values.
  
  Document Folder   : Attachments
  Default File Path : /maximo/doclinks/attachments
  
  5) Open httpd.conf and change from
  
  <Directory "C:/Program Files/IBM/HTTPServer/htdocs/en_US">
  
  to
  
  <Directory "/maximo/doclinks">
  
  and change from
  
  DocumentRoot "C:/Program Files/IBM/HTTPServer/htdocs/en_US"
  
  to
  
  DocumentRoot "/maximo/doclinks"
  
  6) Restart HTTP server.
  
  7) Specify the following values in System Properties
  application.
  
  mxe.doclink.doctypes.defpath --> /maximo/doclinks/default
  mxe.doclink.maxfilesize      --> 5
  mxe.doclink.path01           --> /maximo/doclinks =
  http://localhost/
  
  8) Restart the application server.
  
  9) From "Communication Templates" application, create
  a new Communication Template with the following values.
  
  Template        : SRCOMMDOC
  Description     : CommTemp for PMR 38670
  Applies To      : SR
  Accessible From : ALL
  Comm Log Entry? : checked
  Send From       : donotreply@localdomain
  Subject         : :ticketid
  Message         : Please take a look at the attached file
  
  10) Move to "Recipients" tab, click "New Row" button in
  "E-mail(s) for Communication Template SRCOMMDOC" section.
  
  E-mail       : root@wellington.tiv.makuhari.japan.ibm.com
  To?          : checked
  
  Change the status from "INACTIVE" to "ACTIVE" and save the
  record.
  
  11) From "Service Requests" application, create a new SR.
  
  12) From "Select Action" menu, select "Create"-"Communication"
  and specify "SRCOMMDOC" in "Template" field on "Create
  Communication" window.
  
  13) Click "Attach File" button in "Attachments" section and
  attach a file named "test.txt". Then click "Send".
  
  14) Move to "Log" tab, on "Communication Log" sub tab, click
  "View Details" for the latest entry. However "test.txt" is
  not listed in "Attachments" section and you can just see
  "No rows to desplay..."
  
  This is recreated in the following environments.
  
  Customer's ENVIRONMENT:
  AIX 6.1
  TSRM 7.2.1.0
  Base Services 7.1.1.7-LA20121211-0902
  WebSphere Application Server 6.1
  
  L2 Test Environment:
  RHEL5.8
  TSRM 7.2.1.0
  Base Services 7117_LAFIX.20130827-0842
  WebSphere Application Server 6.1
  

Local fix

Problem summary

• ****************************************************************
  * USERS AFFECTED:                                              *
  * Maximo Users on 7.1.1.3 or prior sending a communication.    *
  ****************************************************************
  * PROBLEM DESCRIPTION:                                         *
  * Saving of the CommLog mbo was happening prior to the save.   *
  ****************************************************************
  * RECOMMENDATION:                                              *
  * Apply fixpack Release 7.1.1.13 of Base Services, Release     *
  * 7.5.0.6 of Base Services or request an interim fix.          *
  ****************************************************************
  

Problem conclusion

• Fix has been made to ensure the save happened after the sending
  of the communication so that the attachment shows up in the
  CommLog.
  The fix for this APAR is contained in the following maintenance
  package:
  		 Release 7.1.1.13 of Base Services and Release 7.5.0.6 of Base
  Services.
  

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:

Modules/Macros

• MAXIMO
  

Fix information

• Fixed component name

  ADMINISTRATION

• Fixed component ID

  5724R46A1

Applicable component levels

• R711 PSY

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