Use the Service Requests application to create, view, and resolve service requests from customers or requestors. The request can be to resolve an issue, obtain new service, obtain information, or change a current service. Either a service desk agent or a customer can create a Maximo service request.
A Maximo service request record is a type of ticket. Other ticket types are problems and incidents. The ticket applications are closely related and share many features, including defining relationships between tickets, linking them together for information purposes, and viewing the linkages and details in the appropriate applications.
The tabs and operations available in this application depend on the edition of the product you are using. Users of the Entry edition access a simplified version of the application.
Many companies struggle with work order records: duplicate requests, lack of closure due to invalid work orders, inappropriate level of information for determining criticality or validity of work. Want to know how to keep erroneous data out of your work order table? Are you looking for an easily implemented solution with licensing to cover non-operational personnel? For more information, check out this 5-minute video overview of service requests.
Lisa Sorensen is a Senior Consultant at Ontracks Consulting. She has spent more than 16 years specializing in Maximo implementation, process documentation, end-user support, and training experience and is an IBM Certified Asset Management 7.6 Functional Analyst. A strong believer in ensuring that the end user’s everyday work life is made easier with good planning and implementations of Asset Management.