IBM Support

Emailing the lastest Work Log for a ticket

Question & Answer


Question

How to email the lastest Work Log for a Ticket record using a communication template.

Answer

1. In order to get the latest Work Log record of a ticket, a relationship between the TICKET and WORKLOG objects needs to be created.

- Go to the Database Configuration application

- Select the 'TICKET' object

- Go to the Relationships tab

- Create a new relationship called as 'TKWORKLOG'

In Child Object , enter WORKLOG

In Where Clause, enter the following:

RECORDKEY=:TICKETID AND CLASS=:CLASS AND WORKLOGID IN ( SELECT WORKLOGID FROM WORKLOG WHERE CREATEDATE = ( SELECT MAX(CREATEDATE) FROM WORKLOG WHERE RECORDKEY= :TICKETID AND CLASS=:CLASS ))

- Save the record.

2. Create a Communication Template.

Applies To : SR

Message : Problem ID :TICKETID


Summary of problem: :DESCRIPTION
Problem description: :DESCRIPTION_LONGDESCRIPTION
Worklog description Summary- :TKWORKLOG.DESCRIPTION
Worklog Description Details- :TKWORKLOG.DESCRIPTION_LONGDESCRIPTION

- Change Status to ACTIVE

<< Result >>

There are 3 Work Logs for SR 1001 .


When sending an email using the Communication Template above, the latest Work Log ( ex. WorkLog3 ) would be sent.

[{"Product":{"code":"SSLKT6","label":"Maximo Asset Management"},"Business Unit":{"code":"BU055","label":"Cognitive Applications"},"Component":"Comm Templates","Platform":[{"code":"PF033","label":"Windows"}],"Version":"6.2.1;6.2.2;6.2.3;6.2.4;6.2.5;7.1;7.1.1;7.5","Edition":"","Line of Business":{"code":"LOB02","label":"AI Applications"}}]

Document Information

Modified date:
17 June 2018

UID

swg21419268