Collecting Data: Maximo Inventory Issues

Resolving The Problem

Collecting MustGather data early, even before opening the PMR, helps IBM Support quickly determine if:
- Symptoms match known problems (rediscovery).
- There is a non-defect problem that can be identified and resolved.
- There is a defect that identifies a workaround to reduce severity.
- Locating root cause can speed development of a code fix.

For all Maximo Inventory related issues the following questions should be answered and compiled.

This info should then be provided to IBM Maximo Support:


1- Check the exact version information of Maximo Base Services and other Industry Solutions that may be installed in your environment. (This can be done by viewing the Help > System Information, in Maximo)



2- Check the latest patch or hot fix (IFIX) read me file to confirm if the issue has not previously been addressed.

NOTE : We recommend clients to be at the latest FixPack or IFIX level for the Maximo versions they use, because the more up-to-date you are with its version, the more efficiently your system will work. Upgrading your Maximo system to the latest FixPack or IFIX if available will help to avoid many issues that you might be experiencing as well as other issues not yet encountered.

Search for the latest fix available :
http://www-933.ibm.com/support/fixcentral/swg/identifyFixes?query.parent=ibm~Tivoli&query.product=ibm~Tivoli~IBM%20Maximo%20Asset%20Management&query.release=All&query.platform=All

If found, download and install the related fix, otherwise determine if this issue exists in an out of the box instance and test the problem scenario.


3- Try to recreate the problem in an out of the box maxdemo database. A Maxdemo database can be created by running maxinst.bat from\\ibm\smp\maximo\tools\maximo directory (IMPORTANT: This should only be done in a test environment.)


4- Provide a document outlining all steps required to reproduce the issue with screen shots to better illustrate the scenario. In addition confirm that the answers for each of the questions below are provided:

What is the problem that you are having?
What exactly are you trying to do?
What are the expected results?
When did you first experience this issue?
Was it working previously? Is it intermittent? What has changed in the environment?
Is there an error message being displayed, if so what is the message?
Does this happen for all users or just for some specific users?
Does this happen for a specific record or set of records? Are all records affected?
Can the issue be replicated in other environments?
Can the issue be replicated in an out of the box environment with a Maxdemo database?


5- Do you have any customizations in place? Please provide below data.

SELECT * FROM MAXATTRIBUTE ORDER BY OBJECTNAME, ATTRIBUTENAME;
SELECT OBJECTNAME, CLASSNAME, SERVICENAME, USERDEFINED, DESCRIPTION FROM MAXOBJECT ORDER BY OBJECTNAME;
SELECT SERVICENAME, CLASSNAME, DESCRIPTION FROM MAXSERVICE ORDER BY SERVICENAME;



6- Visit the Maximo Asset Management Inventory wiki and forums, and available documentation here :

https://www.ibm.com/search/csass/search/?q=inventory&sn=dw&lang=en&cc=US&en=utf&hpp=20&dws=dw


NOTE : Additional Maximo Asset Management Inventory documentation can be found here:

http://www-01.ibm.com/support/knowledgecenter/SSLKT6_7.5.0.5/com.ibm.mam.doc/mods_apps/c_ctr_mam_mod_inventory.html



Once you have gathered the above information please either use the ESR (Electronic Service Request) tool or call 1-800-IBM-SERV (1-800-426-7378) to contact IBM Maximo Support. Entering general information into an electronically-opened PMR (ESR) eliminates waiting on the phone to provide general information to Level 1 support.

Please be prepared to provide more specific information to the engineer working on your PMR to help solve your issue.

Should you need any assistance, please contact IBM Maximo Support.