Troubleshooting
Problem
Maximo doesn't display the message from the worklog but instead it is picking up the incorrect worklog update
Diagnosing The Problem
The following steps have been used to reproduce the problem
1. Go to Communication template --> select any random comm template and
In the message field---> Add :WORKLONG.DESCRIPTION.ldtext
2. Save changes
3. Go To database Configuration ---> TICKET --->Relationship --> Add the following relationship ---> WORKLOG
class=:class and worklogid=(select MAX(worklogid) from worklog where
recordkey=:ticketid)
Add the following relationship ----> LONGDESCRIPTION---->LDKEY=:WORKLOGID
4. Go to DB config--->INCIDENT---> Relationship Add the following relationship ---> WORKLOG
class=:class and worklogid=(select MAX(worklogid) from worklog where recordkey=:ticketid)
Add the following relationship ----> LONGDESCRIPTION -->LDKEY=:WORKLOGID
5. Go to DB config--->WORKLOG---> Relationship-->Add the following relationship ---> WORKLOG
class=:class and worklogid=(select MAX(worklogid) from worklog where
recordkey=:ticketid)
Add the following relationship ----> LONGDESCRIPTION----->LDKEY=:WORKLOGID
6. Save the changes / Logout and Login and Go to an Incident record which has a worklog in Log tab --> If not add something in Summary and Details fields.
7. Click on Select Action-->Create Communication --> select the communication template from step 1.
The problem is that in the message field Maximo doesn't display the message from the worklog but instead it is picking up the wrong worklog update
Resolving The Problem
The following solution have been suggested to fix the problem:
The reason why Maximo is picking up the incorrect worklog update is due to the fact the relationship and where clause seems not quite right.
It is suggested to remove all custom relationships created and try the following:
You ONLY need two relationships to make this work.
1st relationship called WORKLOG and child object = WORKLOG which needs to be created in TICKET object with the following where Clause:worklogid=(select MAX(worklogid) from worklog where recordkey=:ticketid and class=:class)
2nd relationship called DESCRIPTION and child object = LONGDESCRIPTION which needs to be created in WORKLOG object with the following where Clause: ldownertable='WORKLOG' and ldownercol='DESCRIPTION' and LDKEY=:WORKLOGID
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Document Information
Modified date:
17 June 2018
UID
swg21635364