IBM Support

IJ17707: UNABLE TO CREATE A WORK ORDER FROM THE INCEDENTS APPLICATION.

Subscribe to this APAR

By subscribing, you receive periodic emails alerting you to the status of the APAR, along with a link to the fix after it becomes available. You can track this item individually or track all items by product.

Notify me when this APAR changes.

Notify me when an APAR for this component changes.

APAR status

  • Closed as program error.

Error description

  • Work orders are not able to be created from the Incident (or any
    ticket-related) application.
    
    
    STEPS TO REPRODUCE:
    
    1. In the Incident application create a new record.
    2. Set the location to a value that has exactly one asset. The
    asset has to be a linear asset.
    3. From Action Menu 'Create', choose 'Work Order'.
    "Unknown error" is encountered.
    
    SystemOut.log shows:
    java.lang.NullPointerException
    at psdi.app.ticket.Ticket.copyLinearFieldsToWO(Ticket.java:2548)
    
    EXPECTED RESULTS:
    That work order would be created without an error.
    
    
    Reported in Version: Tivoli's process automation engine
    7.6.0.9-IFIX20180420-1312 Build 20171127-0100 DB Build V7609-45
    HFDB Build HF7609-04
    
    The issue fixed by this APAR was the result of a problem during
    ticket (INCIDENT, SR, PROBLEM, ETC) creation. This problem was
    that a MULTIASSETLOCCI record was not being created. As a
    result, a null pointer was occurring when trying to create a
    work order from the ticket. Those tickets created prior to the
    application of this fix will still have the problem. New tickets
    created after this fix has been applied will be able to
    successfully create work orders.
    

Local fix

  • n/a
    

Problem summary

  • ****************************************************************
    * USERS AFFECTED:                                              *
    * MAXIMO users of ticket apps and linear assets.               *
    ****************************************************************
    * PROBLEM DESCRIPTION:                                         *
    * "Unknown error" encountered trying to create a work order    *
    * from a ticket (INCIDENT, SR, PROBLEM, ETC).                  *
    ****************************************************************
    * RECOMMENDATION:                                              *
    ****************************************************************
    Work orders are not able to be created from the Incident (or any
    ticket-related) application.
    
    
    STEPS TO REPRODUCE:
    
    1. In the Incident application create a new record.
    2. Set the location to a value that has exactly one asset. The
    asset has to be a linear asset.
    3. From Action Menu 'Create', choose 'Work Order'.
    "Unknown error" is encountered.
    
    SystemOut.log shows:
    java.lang.NullPointerException
    at psdi.app.ticket.Ticket.copyLinearFieldsToWO(Ticket.java:2548)
    
    EXPECTED RESULTS:
    That work order would be created without an error.
    
    
    Reported in Version:
    
    Tivoli's process automation engine 7.6.0.9-IFIX20180420-1312
    Build 20171127-0100 DB Build V7609-45 HFDB Build HF7609-04
    

Problem conclusion

  • The issue fixed by this APAR occured due to a problem when the
    ticket (INCIDENT, SR, PROBLEM, ETC) was created. This problem
    prevented the creation of a MULTIASSETLOCCI record. As a result,
    those tickets created prior to the application of this fix will
    still have the problem. New tickets created after this fix has
    been applied will be able to successfully create work orders.
    
    The fix for this APAR is contained in the following maintenance
    package:
    	  Release 7.6.1.2 of Base Services
    

Temporary fix

Comments

APAR Information

  • APAR number

    IJ17707

  • Reported component name

    WORK ORDERS

  • Reported component ID

    5724R46WO

  • Reported release

    760

  • Status

    CLOSED PER

  • PE

    NoPE

  • HIPER

    NoHIPER

  • Special Attention

    NoSpecatt / Xsystem

  • Submitted date

    2019-07-19

  • Closed date

    2019-07-22

  • Last modified date

    2019-07-22

  • 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

    WORK ORDERS

  • Fixed component ID

    5724R46WO

Applicable component levels



Document information

More support for: Maximo Asset Management
Work Order Tracking

Software version: 760

Reference #: IJ17707

Modified date: 22 July 2019