IBM Support

Collecting Data: Maximo Mobile Push Notifications

Troubleshooting


Problem

This document describes the process for collecting data for problems with Maximo Mobile Push Notifications. Gathering this Must Gather information before calling IBM support helps you understand the problem and save time analyzing the data.  This Must Gather will provide guidance on where and how to collect information to assist with troubleshooting Push Notification issues.
  
  • Collecting information from MAS/Manage
    1. Provide a description of the issue and what condition for which you believe a notification should be triggered.
    2. Open Maximo Application Suite Administration click on Configuration and Push Notifications and take a screenshot showing the configured values.
    3. Log into Manage and open the Notifications application from the Go To menu.
    4. Provide a screenshot of the Notification Event and Attribute Conditions.
    5. Link to the Conditional Expression Manager and copy the Applies to Condition.
    6. Under more actions open Notification User Subscription and take a screenshot.
    7. Under more actions open User Notification and take a screenshot.
    8. Open Message Reprocessing from Integrations in the Go To Menu, if an error exists copy it to the case.
    9. From the Go To menu select the Integration - > External Systems and select the NOTIFICATION system and take a screenshot.
  • Enabling and collecting log files
    1. Open the Logging application in Manage (System Configuration - > Platform Configuration - > Logging.
    2. Filter for the pushnotification logger and set it to DEBUG.
    3. Filter for the integration logger and set it to INFO.
    4. Filter the SQL logger and set it to INFO.
    5. Save and Apply Settings.
    6. Reproduce the problem by triggering a notification that is sent to the mobile.
    7. Run the MustGather using the Maximo Application CLI utility and attach to the support case.
For more information on push notifications on Maximo Application Suite including configuration please see our IBM Documentation below.

Mobile Push Notifications

*Maximo Mobile Push Notifications is not supported in Maximo Mobile for EAM.
If you have configured Push Notifications for Maximo Mobile and you are not receiving notifications to your mobile device, the following list will help in troubleshooting the issue.
 
  • Ensure the notification queues have been configured. Documentation for Integrating Apache Kafka queues with Maximo Manage , or Integrating JMS queues with Maximo Manage.
  • Confirm the API Key and notification end point are configured correctly, and the certs have been added in Maximo Mobile Suite administration. Documentation for Creating and configuring API keys for push notifications.
  • Confirm if the notification external system active and pointing to the correct NOTF queue.
  • Confirm if the queue is configured to be sequential. If it is, check message re-processing to ensure there are no blocking error messages in the queue.
  • Confirm both the Applies to Condition and the Condition Attributes are being met.
  • If you are expecting the message to trigger on save or update, confirm the appropriate check boxes marked on the notification event.
  • If you are using a relationship on the Notification User Subscription, ensure it takes into consideration that user id and person id may not always be the same.
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Document Information

Modified date:
21 January 2025

UID

ibm17141956

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