Troubleshooting, Support, References, and Messages: Ivo I

Tivoli IBM Tivoli Service Request Manager
Version 7 Release 2.1
Troubleshooting, Support, References,

and Messages

Tivoli IBM Tivoli Service Request Manager
®
Version 7 Release 2.1
Troubleshooting, Support, References,

and Messages

Note
Before using this information and the product it supports, read the information in “Notices” on page 221.
Compilation date: August 2010

This edition applies to version 7, release 2.1 of Tivoli Service Request Manager and to all subsequent releases and
modifications until otherwise indicated in new editions.
© Copyright IBM Corporation 2007, 2010.
US Government Users Restricted Rights – Use, duplication or disclosure restricted by GSA ADP Schedule Contract
with IBM Corp.
Contents
Chapter 1. Troubleshooting and Support 1 Right-clicking on ILOG Canvas Stop node shows
Introduction to troubleshooting . . . . . . . . 1 a "Java Applet Window" entry . . . . . . . 21
Searching knowledge bases . . . . . . . . . 2 Search by Customer attribute does not work . . 21
Introducing the IBM Support Assistant Workbench . 2 SLA lookup only shows ticket objects. . . . . 21
Installing product add-ons . . . . . . . . . 3 Solutions not ordered by rank in Search Solutions
Recommended symptom database catalogs . . . 4 application . . . . . . . . . . . . . 22
Collecting data with IBM Support Assistant . . . 4 SQL search not working . . . . . . . . . 22
Importing collected data into the Log Analyzer . . 4 Status bar might not display on Internet Explorer 22
Analyzing log files with IBM Support TEC events not updating correctly. . . . . . 22
AssistantLog Analyzer . . . . . . . . . . 5 Ticket application does not display updated
Default locations of log files . . . . . . . . . 6 status . . . . . . . . . . . . . . . 23
Known problems, work-arounds, and limitations . . 10 Tickets not displaying when using CTI . . . . 23
Latest known problems information . . . . . 10 URL in SR approval email not working . . . . 24
Adjusted Finish Date is blank after applying SLA 10 You must install Tivoli Process Automation
Cannot apply ticket template with service group 10 Engine error . . . . . . . . . . . . . 24
Cannot attach screen shot to a service request . . 11 More resources . . . . . . . . . . . . . 25
Cannot install all languages . . . . . . . . 11 Support information . . . . . . . . . . . 25
Cannot view CI schedule of change . . . . . 11 Obtaining fixes . . . . . . . . . . . . 25
DB2 queries might take a long time . . . . . 12 Receiving weekly support updates . . . . . 26
Description missing for CTSOL and CTSOLP . . 12 Contacting IBM Software Support . . . . . . 27
Description not correct for ESCSOL and Determining the business impact . . . . . 28
ESCSOLP . . . . . . . . . . . . . . 12 Describing problems and gathering
Do not include OWNER and OWNERGROUP information . . . . . . . . . . . . 28
Tickets fields . . . . . . . . . . . . . 12 Submitting problems . . . . . . . . . 28
Email id not updating . . . . . . . . . . 13
Error when starting TDI server . . . . . . . 13 Chapter 2. Reference . . . . . . . . 31
Error when stopping a workflow with email Reports . . . . . . . . . . . . . . . . 31
specified . . . . . . . . . . . . . . 13 Importing reports manually . . . . . . . . 31
Firefox unable to install required plug-in on Importing reports manually . . . . . . . 31
Linux . . . . . . . . . . . . . . . 13 Running and viewing reports . . . . . . . 32
Importing Solutions requires additional Generating a request page . . . . . . . 32
configurations on WebLogic . . . . . . . . 14 Viewing a report from the Report
Inconsistent behavior during the installation of Administration application . . . . . . . 32
instant messaging services . . . . . . . . 15 Running a report from a Service Desk or
Internet Explorer 7: Hidden Form Missing error Service Catalog application . . . . . . . 33
in Workflow Designer (Advanced). . . . . . 16 Printing reports . . . . . . . . . . . . 33
Internet Explorer 7: security exception when Report Object Structures and Query Based
launching Workflow Designer (Advanced) . . . 16 Reporting . . . . . . . . . . . . . . 33
Internet Explorer 7 sometimes crashes when QBR Enhancements for Service Request
launching Workflow Designer or Workflow Manager . . . . . . . . . . . . . 33
Designer (Advanced) . . . . . . . . . . 16 Publishing Report Object Structures to IBM
ITIC Adapter install fails to launch . . . . . 17 Cognos . . . . . . . . . . . . . . 36
Minor display issues when using Rich Text Service Desk reports . . . . . . . . . . 36
Editor . . . . . . . . . . . . . . . 17 Incidents reports. . . . . . . . . . . 36
Name field for Report By & Affected By does not Problems reports . . . . . . . . . . 38
show value . . . . . . . . . . . . . 17 Service Requests reports . . . . . . . . 39
Not able to open Request a New Service in Self Solutions reports . . . . . . . . . . 41
Service Center . . . . . . . . . . . . 18 Service Level Agreement (SLA) reports . . . 42
PmObjSearchCron exception might occur . . . 18 Service Catalog reports . . . . . . . . . 42
Printing from View Solution not working . . . 19 Report reference material . . . . . . . . . 43
Related tickets not closing . . . . . . . . 20 Service Desk content . . . . . . . . . . . 47
Remote Diagnostics might not start from a ticket 20 Security group application authorization . . . 47
Request a New Service option is grayed out in Tivoli Service Request Manager. . . . . . . 66
Self Service Center . . . . . . . . . . . 20 Introduction to Best practices content for
Rich Text Editor Copy/Cut/Paste buttons not Service Desk . . . . . . . . . . . . 67
working on Firefox . . . . . . . . . . . 21
© Copyright IBM Corp. 2007, 2010 iii

Artifacts included with best practices content 67 Network Consulting . . . . . . . . 124
Record Statuses . . . . . . . . . . 67 Build New Server . . . . . . . . . 126
Content for service request management. . 68 Build new server with middleware . . . 128
Content for incident management . . . . 71 Lotus Notes ID - Change Password . . . 130
Content for problem management . . . . 75 Attachments . . . . . . . . . . . . 131
Known limitations, problems, and Tools . . . . . . . . . . . . . . . 131
workarounds . . . . . . . . . . . . 78 UpdateTool . . . . . . . . . . . . 131
Classification content for Service Desk . . . . 80 Overview. . . . . . . . . . . . 132
Demo data for Service Desk . . . . . . . . 86 Usage . . . . . . . . . . . . . 132
Service Catalog content . . . . . . . . . . 91 Example . . . . . . . . . . . . 133
Base content . . . . . . . . . . . . . 91 Details . . . . . . . . . . . . 134
Security groups . . . . . . . . . . . 91 Recommendations . . . . . . . . . 135
Security group application authorization . . 94 Attribute name mapping . . . . . . 136
Persons, person groups, and users . . . . . 96 Error messages . . . . . . . . . . 136
Queries . . . . . . . . . . . . . . 96 Tables . . . . . . . . . . . . . 137
Key Performance Indicators (KPIs) . . . . 97 GenerateAppAuth . . . . . . . . . . 139
Service Catalog KPI descriptions . . . . 97 Usage . . . . . . . . . . . . . 139
Create a Key Performance Indicator (KPI) 97 Details . . . . . . . . . . . . 139
Service specific content . . . . . . . . . 98 Conditional branching using work orders 140
Service descriptions . . . . . . . . . 98 Logical versus physical flow . . . . . 142
Build New Standard Server Image. . . . 98 Components. . . . . . . . . . . 144
Server Hardware Installation . . . . . 100
Deploy Server to Floor . . . . . . . 101 Chapter 3. Messages . . . . . . . . 145
ITIM - Lotus Notes - Reset Password . . 103 Installation messages . . . . . . . . . . . 145
Server Lock Down. . . . . . . . . 104 Service Catalog Messages . . . . . . . . . 188
DB Install and Config . . . . . . . 105 Upgrade messages . . . . . . . . . . . 200
Add Database to Server . . . . . . . 107 Common messages . . . . . . . . . . . 205
Remove Database from Server . . . . . 108 Service Request messages . . . . . . . . . 212
ITIM - Lotus Notes ID - Change Password 110 Solution messages . . . . . . . . . . . . 212
Middleware Install and Configure . . . 111 Search messages . . . . . . . . . . . . 213
Minor Facility Request . . . . . . . 114 Survey messages . . . . . . . . . . . . 214
Office Move Request . . . . . . . . 115 Advanced Workflow Components Messages . . . 217
Launch in Context . . . . . . . . . 116
Lotus Notes ID - Change User Name or
Notices . . . . . . . . . . . . . . 221
Certifier . . . . . . . . . . . . 117
Trademarks . . . . . . . . . . . . . . 223
Lotus Notes ID - Create Account . . . . 117
Lotus Notes ID - Delete Account . . . . 118
Firewall Change Requests . . . . . . 119 Index . . . . . . . . . . . . . . . 225
Minor Site Enhancement . . . . . . 121
iv Troubleshooting and Support

Chapter 1. Troubleshooting and Support
Use this topic to find troubleshooting information for common issues and learn
how to contact IBM Software Support.
Introduction to troubleshooting
Troubleshooting is a systematic approach to solving a problem. The goal is to
determine why something does not work as expected and how to resolve the
problem.
The first step in the troubleshooting process is to describe the problem completely.
Without a problem description, neither you nor IBM® can know where to start to
discover the cause of the problem. This step includes asking yourself basic
questions, such as:
v What are the symptoms of the problem?
v When and how often does the problem occur?
v Under what conditions does the problem occur?
v Can the problem be reproduced?
The answers to these questions typically lead to a good description of the problem,
and that is the best way to start down the path of problem resolution.
Two main ways to approach any problem you encounter are understanding
messages and using log files.
Messages
Tivoli® Service Request Manager® components issue messages when unexpected

events occur. The Messages section of this information center lists messages with
their identifiers, message strings, explanations, and recommended actions.
Messages can have any of these severities:
Informational
The message confirms an event that was requested or describes another
normal occurrence. Informational messages generally do not require any
action. The identifier of an informational message ends with the letter I.
Warning
The message describes an event that might indicate a problem. Read the
message text and determine whether the event is normal or a problem. The
identifier of a warning message ends with the letter W.
Error The message describes an event that requires a response. Read the message
description and the suggested response. The identifier of an error message
ends with the letter E.
You can find a message description easily by entering its identifier into the Search
box in the information center.
Log files
When a problem occurs, log files can often provide clues as to what occurred and
what precipitated the event. There are log files for Service Request Manager as
© Copyright IBM Corp. 2007, 2010 1

well as for many of the products that interact with this product. You can use the
Log Analyzer to collect and analyze relevant log files.
Searching knowledge bases

You can often find solutions to problems by searching IBM knowledge bases. Learn
how to optimize your results by using available resources, support tools, and
search methods and how to receive automatic updates.
Available technical resources
The following technical resources are available to help you answer questions and
resolve problems:
v The Service Request Manager support Web site, which includes technotes,
APARs (problem reports), downloads, and education materials
v Tivoli Redbooks® Domain
v Tivoli support communities (forums and newsgroups)
Searching with support tools
The following tools are available to help you search IBM knowledge bases:
v IBM Support Assistant (ISA) is a free software serviceability workbench that
helps you resolve questions and problems with IBM software products.
Instructions for downloading and installing the ISA, and the ISA plug-ins for
IBM Service Request Manager and IBM Service Management, are on the ISA
Web site at www.ibm.com/software/support/isa/.
Product plug-ins customize the IBM Support Assistant experience and help you
to find and use focused, product-specific help resources, search capabilities, and
automated data collection. Once the ISA is installed, you can add product
plug-ins using the built-in Updater component.
v IBM Software Support Toolbar is a browser plug-in that provides you with a
mechanism to easily search IBM support sites. You can download the toolbar at
www.ibm.com/software/support/toolbar/.
Search tips
The following resources describe how to optimize your search results:

v Searching the IBM Support Web site
v Using the Google search engine
Receiving automatic updates
You can receive automatic updates through RSS feeds. For information about RSS,
including steps for getting started and a list of RSS-enabled IBM Web pages, go to
www.ibm.com/software/support/rss/.
Introducing the IBM Support Assistant Workbench

The IBM Support Assistant (ISA) V4 is a free, standalone serviceability workbench
that you can download from IBM. ISA, using product-specific add-ons, provides a
central location to learn more about products, gather data for troubleshooting
problems, and manage problem submissions.
2 Troubleshooting and Support

The IBM Service Management (ISM) add-on to the ISA Workbench provides a
quick and direct way to learn more about the product. If you encounter a problem
while running Service Request Manager, you can use the IBM Support Assistant
with the ISM add-on to search support documents for fixes or recommendations
and quickly gather relevant logs for diagnosis. You can use the Log Analyzer to
view the logs, utilize the filter feature to reduce the amount of data to examine,
and use the symptom catalogs to analyze the logs.
You can use the IBM Support Assistant to perform these tasks:
v Search documents concurrently: rapidly search IBM documentation in many
different locations at the same time for answers to your questions or problems.
ISA returns results that are categorized by source for easy review.
v Access product information: quickly access key product information links, such
as your product's support page and home page, online product documentation,
and RSS feed information for the latest Flash notes, APARs, fixes, and technotes.
v Gather data: collect files to document problems related to installation, databases,
security, and general problems relevant to troubleshooting your environment.
The collected data is packaged in compressed form for transmission to IBM.
v Analyze log data: use the Log Analyzer to review collected log files and
troubleshoot problems.
v Report problems: conveniently connect to the IBM Electronic Service Request
system to open and update Problem Management Records and then send the
information that the IBM Service Management data collection scripts gather to
IBM for diagnosis.
To learn about supported platforms, system requirements, and how to install the
IBM Support Assistant, visit http://www.ibm.com/software/support/isa/isa40/
install.html.
Installing product add-ons

You can add tools and product-specific add-ons to your IBM Support Assistant
Workbench.
About this task
After you have installed the ISA Workbench, follow these steps to install the
add-ons for Service Request Manager:
Procedure
1. Start the ISA Workbench.
2. Click Update → Find new → Product Add-ons.
3. To reduce the size of the list displayed, in the Product add-ons to install panel,
enter part or all of the name of your product, for example, "IBM Service
Management" as a search string in the filter field.
4. Expand Tivoli, select IBM Service Management, and then click Next.
5. In the Tools add-ons to Install panel, under Common Component Tools, select
the Log Analyzer. Click Next.
6. Read the license agreement, select I accept the terms in the license agreement,
and click Next.
7. When the summary of the add-ons to install is displayed, click Finish to begin
the download of the files.
Chapter 1. Troubleshooting and Support 3

8. After the files are downloaded, a status of "Completed" is displayed. Click
Finish.
9. An Install/Update dialog box is displayed indicating that you will have to
restart the IBM Support Assistant Workbench for the changes to take effect.
Click Yesto restart immediately.
What to do next
After the IBM Service Management add-on is installed and the ISA workbench has
been restarted, you can view product information and perform searches by clicking
Launch Activity → Find Information. Or you can gather data for troubleshooting
problems by clicking Launch Activity → Analyze Problem.
Recommended symptom database catalogs

Symptom database catalogs contain symptoms and solutions to assist in
troubleshooting efforts.
The following symptom catalogs are recommended:

v IBM Tivoli base services, Version 7.1 catalog
v IBM WebSphere® Application Server, Version 6.1 catalog
If you are using DB2® or IBM Tivoli Directory Server, select the version that
corresponds to the product version installed.
Collecting data with IBM Support Assistant

You can use the IBM Support Assistant to collect data about any problem you
have.
About this task
After you have installed the ISA Workbench, follow these steps to collect data for a
problem:
Procedure
1. Start the ISA Workbench.
2. Click Launch Activity → Analyze Problem.
3. On the Collect Data tab, click Select Collectors.
4. Expand IBM Service Management and then choose one or more problem data
collection scripts, depending on the problem you are seeing:
v Database problem
v General problem
v Install problem
v LDAP problem
5. For each type of data you want to collect, click Add.
6. After choosing all the scripts to run, click Collect All.
Importing collected data into the Log Analyzer

After collecting data with the IBM Support Assistant, you can import it into the
Log Analyzer for analysis.

About this task
Follow these steps to import collected data into the Log Analyzer:
Procedure
1. Start the Log Analyzer from the ISA Workbench.
2. Click Log Imports → Import Log → Import Log from Local System.
3. From the Directories and Archive you can expand a zip file to view the log files
inside. Select one or more files and click Add.
What to do next
View the Log Analyzer help for more details about using it.
Analyzing log files with IBM Support AssistantLog Analyzer

The Log Analyzer is a graphical user interface that provides a single point of
operation to deal with log files produced by various components of a deployed
system. By capturing and correlating end-to-end events in the distributed stack of
applications, this tool allows for a more structured analysis of distributed
application problems.
The tool also makes it easier and faster for a person to debug and resolve problems
within a system. The Log Analyzer provides a single point of contact for log file
browsing, analysis, correlation and symptom database analysis. Determining the
root cause of a problem in a solution that consists of a collection of products can
be difficult. All products produce problem determination data, log events and
messages. However, the problem determination data cannot be easily correlated
across different products and products on different servers. Each product's problem
determination data can provide only a limited view of the overall solution
problem.
The Log Analyzer, which enables you to import various log files as well as
symptom databases against which log files can be analyzed and correlated,
decreases this complexity. The core issue in problem isolation in today's solutions
is that problem determination data between products is not correlated, that is, you
cannot easily determine the relationship of events captured by one product with
the events captured by another. This tool addresses this problem by enabling you
to import and analyze log files from multiple products, as well as to determine the
relationship between the events captured by these products.
Using log correlations supplements the level of data you can gather and can
establish cause and effect relationships for system events making problem
determination more obvious. For instance, you might note that when a system
event occurs, it is always precipitated by another system event. You might then
make the determination that every time event A occurs, event B follows it in close
succession and so to correct event B, you need to address event A as well.
The Log Analyzer also makes it possible for you to download and store symptom
database catalogs to your local system. These catalogs provide detailed diagnostic
solutions for a variety of scenarios, which can give direction to your
troubleshooting efforts.
The Log Analyzer works with the IBM Agent Controller, which the Log Analyzer
uses to import log files from remote servers.

Note: The IBM Agent Controller does not support IP version 6. In an IPv6
environment, copy log files from remote servers to the machine where the Log
Analyzer is running, and then import the files locally.
The Log Analyzer provides information about its functions in its online help. Click
Help to view usage instructions.
Default locations of log files

This table lists the default locations of log files for middleware products.
Table 1. Default locations of logs to import
Log Type Location Version Value
IBM Websphere Application WAS_HOME\profiles\ v6.1
Server SystemErr.log ctgAppSrv01\logs\MXServer\
SystemErr.log For example,
a Windows system example
might look like: C:\Program
Files\IBM\WebSphere\
ctgAppSrv01\log\MXServer\
SystemErr.log. An AIX or
Linux system example might
look like:
/opt/IBM/WebSphere/
AppServer/profiles/
ctgAppSrv01/logs/MXServer/
SystemErr.log.
Note: In a cluster
environment, import each
log file from each member in
the cluster.
IBM Websphere Application WAS_HOME\profiles\ v6.1
Server SystemOut.log ctgAppSrv01\logs\MXServer\
SystemOut.log For example,
a Windows system example
might look like: C:\Program
Files\IBM\WebSphere\
ctgAppSrv01\log\MXServer\
SystemOut.log. An AIX or
Linux system example might
look like:
/opt/IBM/WebSphere/
AppServer/profiles/
ctgAppSrv01/logs/MXServer/
SystemOut.log.
Note: In a cluster
the cluster.

Table 1. Default locations of logs to import (continued)
Base services log (when If the Logging application v7.1.x
running on WebSphere root directory has been set,
Application Server) the log would be under
logging_root\maximo\logs
and could have a name like
xxx_MXServer_yyy.log, where
xxx is the name of the
machine, MXServer is
specified in the mxe.name
value in the
maximo.properties file,and
yyy is the file name specified
in the appender. If the
Logging application root
directory is not set, but the
rolling or daily log appender
information is set: if the
appender has a path with a
file name, the path will
remain the same, and the file
name will follow the
convention described above.
If the appender doesn't have
a path associated with the
file name, the log file will go
to the default working
directory, such as
Websphere_install\
AppServer\profiles\
AppSrv01\maximo\logs. By
default log events are sent to
the WebSphere
SystemOut.log and
SystemErr.log, and the log
file format adheres to
WebSphere standards.
Note: In a cluster
the cluster.

Base services log (when If the Logging application v7.1.x
running on WebLogic root directory has been set,
application server) the log would be under
logging_root\maximo\logs
and could have a name like
xxx_MXServer_yyy.log, where
xxx is the name of the
machine, MXServer is
specified in the mxe.name
value in the
maximo.properties file,and
yyy is the file name specified
in the appender. If the
Logging application root
directory is not set, but the
rolling or daily log appender
information is set: if the
appender has a path with a
file name, the path will
remain the same, and the file
name will follow the
convention described above.
If the appender doesn't have
a path associated with the
file name, the log file will go
to the default working
directory, such as
weblogic_install
\user_projects\domains\
domain_name \maximo\logs.
By default the log file would
be under weblogic_install
\user_projects\domains\
domain_name \maximo\logs.

Oracle: HOME_DIRECTORY/ v10.2
database_instance_name/
Oracle Alert log ...../alert_*.log v10.2
Oracle Listener log home_directory/ v10.2

database_instance_name/
Oracle Server log network/log/listener.log
Note: Oracle is not installed home_directory/
by the Middleware installer. database_instance_name/
...../server.log
For UNIX the default
home_directory is
/opt/app/oracle/product/
version . For example:
/opt/app/oracle/product/
10.2.0
For Windows the default

setting directory is
SystemDrive/oracle\
product\version.
For example
C:\oracle\product\10.2.0
IBM DB2 Universal On Windows: v8.2 or v9.1.x
Database™ diagnostic log DB2_HOME\CTGINST1\
db2diag.log
On AIX or Linux:
INSTHOME/sqllib/db2dump/
db2diag.log
IBM DB2 Universal Database On Windows XP and
diagnostic log Windows 2003: C:\Documents
and Settings\All
Users\Application
Data\IBM\DB2\DB2COPY1\DB2\
On Windows Server 2008:

C:\ProgramData\IBM\DB2\
DB2COPY1\DB2
On AIX or Linux:
INSTHOME/sqllib/db2dump/
db2diag.log
Microsoft SQL Server The location is stored in the v9, v10
Errorlog registry key
\\HKEY_LOCAL_MACHINE
\SOFTWARE\Microsoft
\Microsoft SQL Server\
mssql.instance.name
\CPE\ErrorDumpDir

IBM Tivoli Directory Server These logs are in a location v6.1 or v6.2
ibmslapd.log relative to the home
directory of the directory
IBM Tivoli Directory Server instance owner.
ibmdiradm.log Note: The default directory
instance owner is
IBM Tivoli Directory Server idsinst.Examples:
audit.log
Using AIX® and Linux:
/home/idsinst/idsslapd-
idsinst/logs
Using Windows: the instance

owner can specify a drive for
the server. (For example, C:)
In this example, the default
instance logs would reside
on C:\idsslapd-idsinst\
logs.
Microsoft Active Directory Not applicable Windows 2003 Server
log
Known problems, work-arounds, and limitations

The topics in this section describe problems that have been found and their
solutions.
Latest known problems information

In addition to the following documented problems, you can stay current with the
latest information on known problems, solutions, and limitations.
About this task
For the latest information on known problems, solutions, and limitations, see:
http://www.ibm.com/support/docview.wss?uid=swg21443745.
Adjusted Finish Date is blank after applying SLA

Problem: In the Service Request application, after you have applied an SLA with
SLA Hold enabled, the Adjusted Contact and Adjusted Start date under the SLA
Hold section are populated, but the Adjusted Finish Date is blank.
Workaround: Click any tab in the Service Request application to refresh the
Service Request view. The Adjusted finished date is displayed.
Cannot apply ticket template with service group

Problem: You might see an error when applying a ticket template that has a
service group.

About this task
You might see an error when applying a ticket template with service group (or you
are not able to apply ticket template if both the target Service Request and ticket
template have a Service Group associated).
Work-around
To avoid this error, complete the following steps:
Procedure
1. Go to the Domains application (GoTo → System Configuration → Platform
Configuration → Domains) and open (click Edit Detail) the TKTEMPLATE
crossover domain.
If you do not see TKTEMPLATE, then search for it (click Filter and type
"TKTEMPLATE" in the Domain field) or scroll to a following page.
2. Under Crossover Fields, provide a sequence number to both the
COMMODITYGROUP and COMMODITY fields.
Note: Be sure to set the COMMODITYGROUP field before setting the

COMMODITY field.
For example, the Sequence number for COMMODITYGROUP could be 2 and
the Sequence number for COMMODITY could be 3.
Results
Cannot attach screen shot to a service request

Problem: When attaching a screen shot (or other document) to a service request by
clicking on Attach Screenshot to Ticket on the Screen Capture panel, the
attachment might not appear.
To enable applications for attaching documents, you must first perform a

configuration action. Refer to the Attached Document Configuration and
Administration section in the IBM Maximo® Asset Management System Administrator
Guide. A copy can be found in the Reference section of the Service Request
Manager information center.
Cannot install all languages

Limitation: You cannot install all languages when installing Tivoli Process
Automation Engine language packs on Linux and other operating systems. There
might not be sufficient space.
Attempting to install all the languages will require very large amounts of system
resources and you might experience performance or installation problems.
You should install only a few languages when installing Tivoli Process Automation
Engine language packs.
Cannot view CI schedule of change

Problem: When selecting CI Schedule of Change from the Detail Menu next to a
Configuration Item field, the CI Schedule of Change window is not displayed.

The CI Schedule of Change window is accessible only from the Service Requests,
Incidents, Problems, and Solutions applications.
DB2 queries might take a long time

Problem: DB2 queries might appear to take a long time to complete.
For DB2 9.5, self tuning of the MAXBUFPOOL size should be enabled in order to
achieve good performance. The current Enable self tuning default might be set to
no, or disabled.
To enable self tuning of the MAXBUFPOOL size, run the following command in a
db2cmd window:
db2 alter bufferpool MAXBUFPOOL size automatic
Alternatively, a DB2 administrator can determine the best size for your installation.
Description missing for CTSOL and CTSOLP

Problem: The description is missing for CTSOL and CTSOLP in the
Communication Templates application (Go To → Administration → Communication
Templates).
For CTSOL, the description should read: Template for sending the solution for an
incident.
For CTSOLP, the description should read: Template for sending the solution for a
problem.
Description not correct for ESCSOL and ESCSOLP

Problem: The description is not correct for ESCSOL and ESCSOLP in the Escalation
application (Go To → System Configuration → Platform Configuration →
Escalations).
For ESCSOL, the description should read: Automate solution sending for resolved
incident.
For ESCSOLP, the description should read: Automate solution sending for resolved
problem.
Do not include OWNER and OWNERGROUP Tickets fields

Do not include OWNER and OWNERGROUP Tickets fields in integrations with
external ticket systems.
When integrating Service Request Manager with other external ticket systems, do
not map OWNER and OWNERGROUP fields.
Mapping these fields will cause Service Request Manager to create the tickets that
are initially in a Queued state. It is not possible to change the ticket from Queued
state to NEW state given the default policies of the ticket object.
In summary, do not include OWNER and OWNERGROUP in integrations that are

adding or updating data into Service Request Manager.
Email id not updating
Problem: If you update the email information for a Person record by clicking the
Detail Menu icon next to the Name or Person field and selecting Go To
People from the drop-down menu, the change is not reflected when you return to
the application.
Workaround: To see the updated email information in an application, you must

first clear the Person field and select the person record again. Alternatively, use the
People application from the Go To menu on the Navigation Toolbar, Go To →
Administration → Resources → People to change the email information. The
changes will be shown when you return to the application.
Note: This problem is generic to any Service Request Manager application

displaying a Person record that includes an email id.
Error when starting TDI server

If an error occurs when you start the Tivoli Directory Integrator (TDI) server, and
the error log contains information similar to the following entries, restart the TDI
server. This error is not expected to occur again when you start the server a second
time.
2008-04-17 17:08:37,140 ERROR [AssemblyLine.AssemblyLines/TECTimerQueued.2]

- CTGDIS266E Error in Start. Exception occurred: java.lang.Exception:
CTGDKE140E Script is not a Script.
2008-04-17 17:08:37,140 INFO [AssemblyLine.AssemblyLines/TECTimerQueued.2]
- CTGDIS100I Printing the Connector statistics.
- CTGDIS104I Total: Errors:1.
- CTGDIS101I Finished printing the Connector statistics.
2008-04-17 17:08:37,156 ERROR [AssemblyLine.AssemblyLines/TECTimerQueued.2]
- CTGDIS077I Failed with error: CTGDKE140E Script is not a Script..
Error when stopping a workflow with email specified

Problem: When I stop the workflow and select REPORTEDBY in the ‘To' field of
the communication template, I get an error: "BMXAA0259E - The e-mail cannot be
sent" or "BMXAA4187E - A relationship called PERSON does not exist for the
WFINSTANCE business object".
Note: This behavior is expected.
Solution: After selecting stop workflow from the Select Action menu, in the To:
field select one of the following USER, SUPERVISOR, PMSCOA, MAXADMIN, and
click OK. The workflow stops without errors.
Firefox unable to install required plug-in on Linux

About this task
The following workaround should help:
Procedure
1. Install Java 1.6.0.15 or greater
2. Install Firefox

3. Navigate to your ~/.mozilla/plugins directory
4. Type ln -s $JAVA_HOME/plugin/i386/ns7/libjavaplugin_oji.so
5. Start Firefox
Importing Solutions requires additional configurations on

WebLogic
When importing Solutions, an error might be displayed. Additional configurations
are required for the Oracle WebLogic Application Server.
About this task
If you are experiencing problems with importing Solutions on WebLogic, such as

the following error, you might need to perform some additional configurations.
Oct 3, 2008 9:48:51 AM com.ibm.tsd.util.BatchRightAnswersXml main

SEVERE: CTGRD80008 A connection could not be made with the server. Verify the
server is running. Please try again.
java.lang.Exception: Unauthorized
<HTML>
<HEAD>
<TITLE>Error 401--Unauthorized</TITLE>
<META NAME="GENERATOR" CONTENT="WebLogic Server">
</HEAD>
<BODY bgcolor="white">
<FONT FACE=Helvetica><BR CLEAR=all>
TABLE border=0 cellspacing=5><TR><TD><BR CLEAR=all><BR CLEAR=all>
<FONT FACE="Helvetica" COLOR="black" SIZE="3"><H2><Error 401--Unauthorized></H2>
</FONT><TD><TR>
</TABLE>
TABLE border=0 width=100% cellpadding=10><TR><TD VALIGN=top WIDTH=100% BGCOLOR=
white><FONT FACE="Courier New"><ONT FACE="Helvetica" SIZE="3"><H3><From RFC 2068
<i>Hypertext Transfer Protocol -- HTTP/1.1</i><:</H3>Hypertext Transfer Protocol
-- HTTP/1.1
</FONT<FONT FACE="Helvetica" SIZE="3"><H4>10.4.2 401 Unauthorized</H4>
</FONT><P><<FONT FACE="Courier New">The request requires user authentication. The
response MUST include a WWW-Authenticate header field (section 14.46) containin
g a challenge applicable to the requested resource. The client MAY repeat the re
quest with a suitable Authorization header field (section 14.8). If the request
already included Authorization credentials, then the 401 response indicates that
authorization has been refused for those credentials. If the 401 response conta
ins the same challenge as the prior response, and the user agent has already att
empted authentication at least once, then the user SHOULD be presented the entit
y that was given in the response, since that entity MAY include relevant diagnos
tic information. HTTP access authentication is explained in section 11.
</FONT></P>
</FONT><TD><TR>
</TABLE>
</BODY>
</HTML>
at com.ibm.tsd.util.URLSender.postMessage(URLSender.java:152)
at com.ibm.tsd.util.URLSender.postSOAPMessageSecurely(URLSender.java:86)
at com.ibm.tsd.util.BatchRightAnswersXml$SecondPassHandler.processBatch(
BatchRightAnswersXml.java:403)
at com.ibm.tsd.util.BatchRightAnswersXml$SecondPassHandler.endElement(Ba
tchRightAnswersXml.java:352)
at org.apache.xerces.parsers.AbstractSAXParser.endElement(Unknown Source
)
at org.apache.xerces.impl.XMLDocumentFragmentScannerImpl.scanEndElement(
Unknown Source)
at org.apache.xerces.impl.XMLDocumentFragmentScannerImpl$FragmentContent

Dispatcher.dispatch(Unknown Source)
at org.apache.xerces.impl.XMLDocumentFragmentScannerImpl.scanDocument(Un
known Source)
at org.apache.xerces.parsers.XML11Configuration.parse(Unknown Source)
at org.apache.xerces.parsers.XML11Configuration.parse(Unknown Source)
at org.apache.xerces.parsers.XMLParser.parse(Unknown Source)
at org.apache.xerces.parsers.AbstractSAXParser.parse(Unknown Source)
at org.apache.xerces.jaxp.SAXParserImpl.parse(Unknown Source)
at javax.xml.parsers.SAXParser.parse(Unknown Source)
at com.ibm.tsd.util.BatchRightAnswersXml.batch(BatchRightAnswersXml.java
:737)
at com.ibm.tsd.util.BatchRightAnswersXml.main(BatchRightAnswersXml.java:
855)
If you see the above error message, then configure your environment by
completing the following steps:
Procedure
1. Log into Oracle WebLogic Administration Console.
2. Click the "Lock & Edit " button.
3. On the left panel, select "Security Realms".
4. Choose the realm (for example, myrealm).
5. Click the "Users and Groups" tab.
6. Click the "New" button.
7. Enter the "Name" and "Password" fields (for example, wilson or maxadmin).
8. Click "OK".
9. Make sure the user and password created matches an existing Maximo
administrator user.
10. Choose "Groups" and create a new group called "maximousers".
11. Go back to "Users" and select the user created on step 7.
12. Click the "Groups" tab.
13. Select the "maximousers" group from the left panel and move it to the right
panel.
14. Click the "Save" button.
15. Click "Roles and Polices". Expand deployments and you will see the
maximouser application role and the condition for that role is for
maximousers.
Results
The import process will now run successfully. Make sure to use the user created
above when re-importing the Solutions.
Inconsistent behavior during the installation of instant

messaging services
You might see an inconsistent behavior during the installation of instant messaging
service.
About this task
If you are experiencing problems with installing instant messaging services, such
as Sametime, on Service Request Manager, it might be necessary to reset the
system TEMP and TMP environment properties.

To reset the system TEMP and TMP environment properties on a Windows
computer, complete the following steps:
Procedure
1. Click Start → Control Panel → System → Advanced → Environment Variables.
2. From the Environment Variables panel under User variables for Administrator,
select TEMP and then click Delete.
3. Select TMP and then click Delete.
4. Click New. From the New User Variable panel, for Variable name type TEMP
and for Variable value type c:\temp. Click OK.
5. Click New. From the New User Variable panel, for Variable name type TMP
and for Variable value type c:\temp. Click OK.
6. From the Environment Variables panel click OK.
7. Install Service Request Manager Instant Messaging again.
Internet Explorer 7: Hidden Form Missing error in Workflow

Designer (Advanced)
Problem: Sometimes when accessing the Workflow Designer or Workflow Designer
(Advanced) application using Internet Explorer 7.0, you may see the following
warning at the bottom of your browser: 'Hidden Form Missing'. Clicking on the
warning icon gives the following detail: Message: 'elements' is null or not an
object.
Solution: You can ignore this warning as it has no effect on the application
functionality.
Internet Explorer 7: security exception when launching

Workflow Designer (Advanced)
Problem: You may see the following exception launching Workflow Designer
(Advanced) if using Internet Explorer 7 with IBM Java 1.6:
java.security.AccessControlException: Access denied
(java.util.logging.LoggingPermission control)at
java.security.AccessController.checkPermission(AccessController.java:108)
Solution: Add the following statement to the default permissions section of your
java.policy file:
permission java.util.logging.LoggingPermission "control";
Internet Explorer 7 sometimes crashes when launching

Workflow Designer or Workflow Designer (Advanced)
Problem: Internet Explorer may crash when launching Workflow Designer or
Workflow Designer (Advanced).
This occurs for some environments using Internet Explorer 7 with Sun Java 1.6
when running applets.
Solution: Do not use the next-generation Java Plug-in. The next-generation Java
Plug-in is enabled by default. However if there are issues running applets, you can
switch to the old Java plug-in without any manual manipulation of the windows
registry and moving files.
To disable the next-generation Java Plug-in:

v Click Start → Control Panel.
v Open the Java Control Panel.
v Click the Advance tab.
v Scroll to the Java Plug-in entry.
v Uncheck the check box for "Enable next-generation Java Plug-in".
v Click OK and restart the browser.
ITIC Adapter install fails to launch

Problem: When starting to install the ITIC Adapter from the Service Request
Manager launchpad, you might see the following error:
LaunchAnywhere Error: Could not find a valid Java Virtual Machine

to laod. You may need to reinstall a supported Java Virtual Machine.
To add the correct Java 5 in the system path, complete the following steps:
1. Exit the Launchpad
2. Add the directory:
For Windows:
Add the directory <TPAE HOME>\maximo\jre\bin to the PATH
environment variable.
For UNIX:
Run the command: export PATH=$PATH:<TPAE HOME>/maximo/jre/
bin
3. Start the Service Request Manager launchpad.
4. Run the ITIC Adapter installer from the launchpad.
Minor display issues when using Rich Text Editor

Limitation: Some minor display issues might be observed when using the Rich
Text Editor.
For example, some buttons not staying pressed, extra lines displaying for indented
text, or font fields resetting.
These issues will be corrected in a future version of the product that updates the
IBM Dojo toolkit.
Name field for Report By & Affected By does not show value
Problem: The display name cannot be set to blank in the People application.
About this task
If the display name is set to blank by either a failure in LDAP synchronization or a

direct change from the database, the name will not show up on the Start Center
when the user is logging in.
When you create a ticket (incident, problem, service request), entering the UserID
in the Reported By and Affected By fields will cause the Phone and E-mail fields
to update (fill in), but, the Name field will remain empty. The ReportedBy value

will appear in the Name field when you click Save , however, the value of
ReportedBy is not saved to the ticket and it does not update the display name of
the person record.
Work-around
To set the LDAP display name, complete the following steps:
Procedure
1. Connect to the LDAP using your LDAP client.
2. Insert the attribute 'displayName' and set the value to be 'Problem Analyst', for
example for PMINCANALUSR.
Results
After the next VMM sync, log in and you will see the user displayed. All
operations going forward will not update the display name in the ticket.
Not able to open Request a New Service in Self Service

Center
Problem: A user attempting to use the Self Service Center might not be able to
open the Request a New Service portal. The link might not function.
This might be caused by the security group not being properly configured.
Workaround: See Configuring for Self Service Center to configure the security
group.
PmObjSearchCron exception might occur

Problem: A PmObjSearchCron cron task exception might occur if you stop and
start the application server while it is running.
About this task
When you are stopping and starting the Service Request Manager application
server for any reason, you might want to make the PmObjSearchCron cron task
"not active" to avoid stopping the application server in the middle of the running
cron task.
If the Service Request Manager application server is stopped while the

PmObjSearchCron cron task is running and then the application server is restarted,
the next time the cron task runs, you might see the following error because of the
unpredictable state of data that resulted from the previous interrupted running of
the cron task (for example, the Lucene index files).
[4/29/09 11:15:44:734 PDT] 0000003d SystemOut O 29 Apr 2009 11:15:44:734 [ERROR]

class com.ibm.tsd.pmsearch.app.PmObjSearchCron cronAction EXCEPTION
org.apache.lucene.store.LockObtainFailedException: Lock obtain timed out:
SimpleFSLock@C:\Program Files\IBM\WebSphere\AppServer\profiles\ctgAppSrv01\objsearchindex_EN\write.lock
[4/29/09 11:15:44:734 PDT] 0000003d SystemOut O 29 Apr 2009 11:15:44:734 [ERROR] class
com.ibm.tsd.pmsearch.app.PmObjSearchCron cronAction ERROR
org.apache.lucene.store.LockObtainFailedException: Lock obtain timed out:
SimpleFSLock@C:\Program Files\IBM\WebSphere\AppServer\profiles\ctgAppSrv01\objsearchindex_EN\write.lock
at org.apache.lucene.store.Lock.obtain(Lock.java:70)
at org.apache.lucene.index.IndexWriter.init(IndexWriter.java:598)
at org.apache.lucene.index.IndexWriter.<init>(IndexWriter.java:385)
at com.ibm.tsd.pmsearch.app.PmObjSearchCron.buildWriter(PmObjSearchCron.java:875)
at com.ibm.tsd.pmsearch.app.PmObjSearchCron.getIndexWriter(PmObjSearchCron.java:1691)
at com.ibm.tsd.pmsearch.app.PmObjSearchCron.cronAction(PmObjSearchCron.java:1801)

at psdi.server.CronTaskManager.callCronMethod(CronTaskManager.java:1543)
at psdi.server.CronTaskManager.access$400(CronTaskManager.java:83)
at psdi.server.CronTaskManager$CronThread.run(CronTaskManager.java:2057)
Note: The Lucene index files are binary files generated by the PmObjSearch Cron
task and is used by the Global and Service Request Manager search applications
for searching. These files are periodically updated based on the cron schedule. By
default, these files are stored under the <WAS_install_ dir>:\Program
Files\IBM\WebSphere\AppServer\profiles\ctgAppSrv01 directory. You can set the
value to the LUCENEOBJINDEX system property to specify in which folder the
index files should be saved, if you do not want to use the default directory.
Note: The PmObjSearch Cron task, by default, is scheduled to run every 24 hours.
It can be set to run at a higher value, but should not be set to less than 24 hours.
If you see this error, complete the following steps:
Procedure
1. Make a note of the application server (appserver) location of the Lucene index
files (by default, in the objsearchindex_<langcode> directory, for Windows this
is in the <WAS_install_ dir>:\Program Files\IBM\WebSphere\AppServer\
profiles\ctgAppSrv01 directory and for WebLogic this is in the
<WL_install_dir>:\bea\user_projects\domains\base_domain directory) or the
value specified in the LuceneObjIndex system property.
2. Stop the Service Request Manager application server, only if needed. (This
might be needed if the Lucene index files cannot be deleted due to the
concurrent access by the applications server.)
3. Delete the Lucene index files manually from the location determined in step 1.
4. Restart the application server, if the server has been stopped earlier.
Results
The cron task will recreate the index file and the search functionality can be used.
What to do next
Printing from View Solution not working

Limitation: Printing from View Solution in the Self Service Center might not work.
If you are in View Solution of th Self Service Center (GoTo → Self Service → Self
Service Center, click Help me fix a problem, search for a solution, and then click
on a solution) and then click Print, you might see one of the following error or
message:
BMXAA3515E - The request page for report has not been generated
or
Do not close the windows, Print in progress....
Printing from View Solution is limited or not working and will be fixed in a future
release.

Related tickets not closing
Problem: The status of a ticket is not changed when its related ticket status is
changed.
The inheritstatus flag controls the flow of status between related tickets. By default,
only the Service Requests application has the inheritstatus flag set to true. This
means that when a related Service Request is closed, the parent Service Request is
closed.
For other tickets, the inheritstatus flag is set to false. This means that when a
related ticket is closed, the parent ticket remains open.
You can change this behavior in the Database Configuration application. Complete
the following steps:
1. From the Go To menu, select System Configuration → Platform Configuration
→ Database Configuration.
2. On the List tab, select the ticket application for which you want to change to
inheritstatus flag.
3. On the Attributes tab, use the Filter to search for the inheritstatus flag.
4. Open the twistie to display the details for the attribute. In the Default Value
field, change the status to 1 to set the flag to true.
5. Shut down the Service Request Manager server.
6. Run the configdb script to commit the changes to the database.
7. Restart the server.
The status of a ticket is now changed when its related ticket status is changed.
Remote Diagnostics might not start from a ticket

Problem: When adding a New Row to the Multiple Assets, Locations, and CIs
area of a ticket (Incident, Problem, or Service Request) and then click the Asset
field's Detail Menu to access Remote Diagnostics, a message might display, like:
BMXAA4214E - An unknown error has occurred.

Please contact your system administrator for assistance.
Workaround: When completing the Multiple Assets, Locations, and CIs area of a
ticket, you must specify a value in the Asset field before clicking Detail Menu to
access Remote Diagnostics.
Request a New Service option is grayed out in Self Service

Center
Problem: The Self Service Center application is only available if both Service Desk
and Service Catalog are installed. In addition, if Service Catalog Content is not
installed, the ‘Request a New Service' option on the Self Service Center will be
grayed out for users logged in as MAXADMIN because there are no offerings
available for MAXADMIN.
Workaround: Install Service Catalog Content.
For more information on the Self Service Center, see Self Service Center section
under Administering Self Service.

Rich Text Editor Copy/Cut/Paste buttons not working on
Firefox
Problem: While you can use the keyboard shortcuts (Ctrl+C, Ctrl+X or Ctrl+V) to
copy, cut, and paste text using the Rich Text Editor, the corresponding toolbar
buttons for these functions do not work in Firefox.
Reason: Firefox and Mozilla Suite do not allow this for security reasons.
Solution: For more information on enabling copy, cut, and paste toolbar buttons in
your browser, see: http://kb.mozillazine.org/
Granting_JavaScript_access_to_the_clipboard and http://www.mozilla.org/editor/
midasdemo/securityprefs.html.
Right-clicking on ILOG Canvas Stop node shows a "Java

Applet Window" entry
Problem: In Workflow Designer (Advanced) application, when you right-click on
the ILOG Canvas Stop node to view the node properties, a "Java Applet Window"
entry also displays.
Solution: To resolve this issue:

v Launch the policytool.exe from your JAVA_HOME\jre\bin directory.
v Choose File → Open, and browse to your JAVA_HOME\jre\lib\security\
directory.
v Select the java.policy file and click Open.
v Select CodeBase <ALL> from the list, and click the Edit Policy Entry button.
v Click the Add Permissions button in the Policy Entry window.
v Select 'AWTPermission' from the Permission drop-down, and click OK.
v Click Done.
Search by Customer attribute does not work

The search by "Customer" attribute is only available in Service Request Manager
for Service Providers 7.2.
In the Global Search application, the Customer attribute is available to be used.

However, if a user searches for solutions with the Customer attribute checkbox
selected, the system does not return any results, and no error message displays.
This is a Tivoli Service Request Manager framework limitation.
SLA lookup only shows ticket objects

Problem: When you create a SLA, the 'Enable SLA Hold?' Check box is disabled,
and when you click the Applies To lookup, you can see several objects.
Once you enable SLA Hold, clicking the Applies To lookup shows only three ticket
objects, Service Requests, Incidents, and Problems because SLA Hold can be
applied to these three objects only.
Solution: To see the complete list of objects again, clear the 'Enable SLA Hold?'
Check box.
Solutions not ordered by rank in Search Solutions application
The Search Solutions application, which allows users to search for potential
solutions before submitting a service request, does not display solutions ordered by
rank.
The Search Solutions application allows users to search for potential solutions to
common problems before submitting a service request.
In the Search Solutions application a single table window displays the list of
solutions for commonly asked questions or common problems.
Unlike other Service Desk applications, in the Search Solutions application,

solutions are not ordered by rank.
Workaround
Users can modify the searchsol.xml file to include the orderby property in the
<table> tag, as follows:
<"table id="results_showlist" orderby="avgranking asc, numtimesapplied desc">
SQL search not working

Database error occurs when searching applications.
About this task
Windows Server 2008 needs to be configured to start the SQL Full-text Filter
Daemon Launcher (MSSQLSERVER).
Procedure
1. From Windows Services, ensure SQL Full-text Filter Daemon Launcher
(MSSQLSERVER) is set to Manual
2. From the SQL Server Configuration Manager, go to SQL Server Services
3. Right-click on SQL Full-text Filter Daemon Launcher (MSSQLSERVER) and
select Properties
4. When prompted to "Log on as" choose "This account"
5. Choose Account name & password, and click Apply
6. Click OK
7. Start SQL Full-text Filter Daemon Launcher (MSSQLSERVER)
8. Restart SQL Server
Status bar might not display on Internet Explorer

Problem: The status bar may not display on the My Requests pod and View
Service Requests dialog in the Self Service Center application.
Workaround: In order to see the status bar on the My Requests pod and View
Service Requests dialog using Internet Explorer, Microsoft Silverlight must be
installed on the client machine.
TEC events not updating correctly

Problem: TEC events are not being updated correctly.

About this task
If you notice that TEC events are not being correctly updated, you might need to
set the current date and time.
To set the current date and time, complete the following steps:
Procedure
1. Edit the mxe.properties file, in the Solution installation directory.
2. Set the default.last.execution.date.Maximo_ESD property to the current date
and time. The format is: "2008-01-01T06:30:00-05:00".
What to do next
Note: If Tivoli Directory Integrator (TDI) and the application server, where Service
Request Manager is running, are on different machines, then ensure that the date
and time are the same on these machines.
Ticket application does not display updated status

When in a ticket application (for example, Problem) and the status is changed, the
status might not display correctly.
About this task
For example, start with a Problem ticket and then create a Process Request under
this problem. In the Process Request view, accepted the Process Request. The
Process Request state changes to “Completed”. When you return back to the
Problem ticket view, the Problem status does not display the correct status.
To see the correct status, complete the following steps:
Procedure
Exit the ticket (Problem) application (for example, go to the Start Center or to
another application) and then go back to the ticket (Problem) application.
Results
The status will now display correctly.
Tickets not displaying when using CTI

Problem: CTI does not clear the ticket application List view filter after usage,
resulting in all tickets not displaying.
About this task
While using CTI, a ticket (for example, Incident, Problem, Service Requests) will
automatically be opened upon answering a call. If the ticket is new or if it already
exists, it can be brought up by adding "uniqueid=" to the URL. If you want to see
a different ticket of the same type after one is automatically opened, then click on
the List tab to see a list of the other tickets.
The URL value "uniqueid=" is not removed when you click the List tab. This will
result in displaying only the automatically opened ticket and no others.

To display all tickets, complete one of the following steps:
v Re-open the ticket application. For example, if you are in the Service Requests
application, click Go To → Service Desk → Service Requests. The reloading of the
application will remove the URL "uniqueid=" filter.
v Using the filter dropdown menus in the top left of the ticket application, you
can reset the filter by clicking All Records. This will allow all tickets to be
shown in the List view.
URL in SR approval email not working

Problem: The link to the Service Request approvals application in the approval
email received does not work because it is hard-coded.
Cause: The mxe.hostname system property was not configured via the System
Properties application in Maximo DB because it is a read-only field.
Workaround: To configure the mxe.hostname system property:

1. Shut down MXServer.
2. Update the property value directly in database by executing the following
query:
update maxpropvalue set propvalue=’<hostname:port>’ where propname=’mxe.hostname’
3. Restart MXServer.
You must install Tivoli Process Automation Engine error

After installing Tivoli Process Automation Engine, you must take certain actions
for settings to be established before continuing with the installation.
Problem: If you are running your installation on an Administrative Workstation

using Windows 64-bit, AIX, or Linux, you might see a "You must install Tivoli
Process Automation Engine before installing running the Tivoli Process Automation
Engine language pack installer" error or you might see a "You must install Tivoli
Process Automation Engine before installing this product" error.
This might happen if you have not taken certain actions immediately after
installing Tivoli Process Automation Engine and before continuing with Tivoli
Process Automation Engine language pack or Service Request Manager component
installation.
After installing Tivoli Process Automation Engine and before installing Tivoli
Process Automation Engine language pack or Service Request Manager component
installation, complete the following steps.
Note: This action is required if you are running your installation on an

Administrative Workstation using Windows 64-bit, AIX, or Linux. (This action is
not required of running on a Windows 32-bit Administrative Workstation.)
For Windows:
1. Make sure you close the Tivoli Process Automation Engine installer.
2. Exit the Service Request Manager Launchpad.
3. Reboot the machine.
4. Log back on to Windows as an Administrative user.
5. Start the Service Request Manager Launchpad and continue with the Service
Request Manager installation.

For AIX and Linux:
1. Make sure you close the Tivoli Process Automation Engine installer.
2. Exit the Service Request Manager Launchpad.
3. Source the /etc/profile script by running the command:
. /etc/profile
Note: Make sure you include the period (.) and space ("period space
/etc/profile" ) immediately preceding the above command.
4. Log back on to Windows as an Administrative user.
5. Start the Service Request Manager Launchpad and continue with the Service
Request Manager and continue with the Service Request Manager installation
from the same shell used in step 3.
More resources
The product support page and information center are good sources of information
about problems and their solutions.
The product support page
You can find many troubleshooting resources through IBM's product support
pages. The page for IBM Tivoli Service Request Manager is http://www.ibm.com/
software/sysmgmt/products/support/IBMTivoliServiceRequestManager. You can
view a more general page for IT service management at http://www.ibm.com/
software/sysmgmt/products/support/.
From any support page, click Search to open a window where you can enter terms
to search for and types of documents to return. Troubleshooting documents such as
technotes describe known problems and their solutions. You might find that
somebody has already encountered the problem that you are seeing, and that a
solution has already been created.
Information centers
In addition to the information center provided on the Quick Start DVD and
installed with Service Request Manager, IBM provides an externally available
information center at http://publib.boulder.ibm.com/infocenter/tivihelp/v10r1/
index.jsp The information center for WebSphere Application server, at
http://publib.boulder.ibm.com/infocenter/wasinfo/v6r1/index.jsp, contains
information about troubleshooting problems using WebSphere log files.
Support information
If you have a problem with your IBM software, you want to resolve it quickly.
These topics describe how to obtain product fixes, receive weekly support updates,
and contact IBM Software Support.
Obtaining fixes
A product fix might be available to resolve your problem.
The naming convention for IBM Tivoli fixes is v.r.m<.f>-Group-ProductAbbreviation-

<optional OS>-XXnnnn. Therefore, fixes for IBM Tivoli Service Request Manager
follow either of the following conventions:

v v.r.m<.f>-TIV-SRM-XXnnnn
The variables in these conventions represent the following items:
v Version number
r Release number
m Modification level
f Fix level of the release. For example, if fix pack 5 has been installed on
release 3.2.0 of some product, the release maintenance level for that
product is 3.2.0.5.
XX Represents one of the following types of fix:
v FP for fix pack
v IF for interim fix
v LA for limited availability fix
nnnn The number of the fix
A sample name is 7.1.1.2-TIV-SRM-IF0002, which is version 7, release 1,

modification 1, fix level 2 of Service Request Manager with interim fix 2.
Most fixes have prerequisites. You should review the readme files before you apply
fixes. Ensure that the version, release, modification, and fix level is appropriate for
the IBM Tivoli Service Request Manager server that you are running, and follow
the installation instructions in the readme file to apply the fix.
To determine what fixes are available for IBM Tivoli Service Request Manager
Version 7.1, follow these steps:
1. Go to the IBM Software Support Web site for IBM Tivoli Service Request
Manager at http://www-306.ibm.com/software/sysmgmt/products/support/
IBMTivoliServiceRequestManager.html, which includes technotes, APARs
(problem reports), downloads, and education materials.
2. Under Download, click Fixes by version to go to a list of fixes, fix packs, and
other service updates for the product. To determine which fix you need, review
the available fixes, the associated issues that have been corrected, and the
known problem or limitations.
3. Click the name of a fix to read the description and optionally download the fix.
You can also search for a specific fix; for tips on refining your search, click
Search tips.
For more information about the types of fixes that are available, see the IBM
Software Support Handbook at http://techsupport.services.ibm.com/guides/
handbook.html.
Receiving weekly support updates

To receive weekly e-mail notifications about fixes and other software support news,
follow these steps:
1. Go to the IBM Software Support Web site at http://www.ibm.com/software/
support.
2. Click My support in the far upper-right corner of the page under
Personalized support.
3. If you have already registered for My support, sign in and skip to the next
step. If you have not registered, click register now. Complete the registration
form using your e-mail address as your IBM ID and click Submit.

4. Click Edit profile.
5. In the Products list, select Software. A second list is displayed.
6. In the second list, select Systems management. A third list is displayed.
7. In the third list, select a product sub-segment, for example, Service
Management. A list of applicable products is displayed.
8. Select the products for which you want to receive updates.
9. Click Add products.
10. After selecting all products that are of interest to you, click Subscribe to email
on the Edit profile tab.
11. Select Please send these documents by weekly email.
12. Update your e-mail address as needed.
13. In the Documents list, select Software.
14. Select the types of documents that you want to receive information about.
15. Click Update.
If you experience problems with the My support feature, you can obtain help in
one of the following ways:
Online
Send an e-mail message to erchelp@ca.ibm.com, describing your problem.
By phone
Call 1-800-IBM-4You (1-800-426-4968).
Contacting IBM Software Support

IBM Software Support provides assistance with product defects.
Before contacting IBM Software Support, your company must have an active IBM
software maintenance contract, and you must be authorized to submit problems to
IBM. The type of software maintenance contract that you need depends on the
type of product you have:
v For IBM distributed software products (including, but not limited to, Tivoli,
Lotus®, and Rational® products, as well as DB2 and WebSphere products that
run on Windows, or UNIX operating systems), enroll in Passport Advantage® in
one of the following ways:
Online
Go to the Passport Advantage Web site at http://www-306.ibm.com/
software/howtobuy/passportadvantage/pao_customers.htm .
By phone
For the phone number to call in your country, go to the IBM Software
Support Web site at http://techsupport.services.ibm.com/guides/
contacts.html and click the name of your geographic region.
v For customers with Subscription and Support (S & S) contracts, go to the
Software Service Request Web site at https://techsupport.services.ibm.com/ssr/
login.
v For customers with IBMLink, CATIA, Linux, OS/390®, iSeries®, pSeries®,
zSeries®, and other support agreements, go to the IBM Support Line Web site at
http://www.ibm.com/services/us/index.wss/so/its/a1000030/dt006.
v For IBM eServer™ software products (including, but not limited to, DB2 and
WebSphere products that run in zSeries, pSeries, and iSeries environments), you
can purchase a software maintenance agreement by working directly with an
IBM sales representative or an IBM Business Partner. For more information

about support for eServer software products, go to the IBM Technical Support
Advantage Web site at http://www.ibm.com/servers/eserver/techsupport.html.
If you are not sure what type of software maintenance contract you need, call
1-800-IBMSERV (1-800-426-7378) in the United States. From other countries, go to
the contacts page of the IBM Software Support Handbook on the Web at
http://techsupport.services.ibm.com/guides/contacts.html and click the name of
your geographic region for phone numbers of people who provide support for
your location.
The following topics describe how to contact IBM Software Support.
Determining the business impact

When you report a problem to IBM, you are asked to supply a severity level.
Therefore, you need to understand and assess the business impact of the problem
that you are reporting. Use the following criteria:
Severity 1
The problem has a critical business impact. You are unable to use the
program, resulting in a critical impact on operations. This condition
requires an immediate solution.
Severity 2
The problem has a significant business impact. The program is usable, but
it is severely limited.
Severity 3
The problem has some business impact. The program is usable, but less
significant features (not critical to operations) are unavailable.
Severity 4
The problem has minimal business impact. The problem causes little impact
on operations, or a reasonable circumvention to the problem was
implemented.
Describing problems and gathering information

When describing a problem to IBM, be as specific as possible. Include all relevant
background information so that IBM Software Support specialists can help you
solve the problem efficiently. To save time, know the answers to these questions:
v What software versions were you running when the problem occurred?
v Do you have logs, traces, and messages that are related to the problem
symptoms? IBM Software Support is likely to ask for this information.
v Can you re-create the problem? If so, what steps were performed to re-create the
problem?
v Did you make any changes to the system? For example, did you make changes
to the hardware, operating system, networking software, and so on.
v Are you currently using a workaround for the problem? If so, be prepared to
explain the workaround when you report the problem.
Submitting problems
You can submit your problem to IBM Software Support in one of two ways:
Online
Go to the IBM Software Support site at http://www.ibm.com/software/
support/probsub.html, and specify your service request.
By phone
For the phone number to call in your country, go to the contacts page of

the IBM Software Support Handbook at http://techsupport.services.ibm.com/
guides/contacts.html and click the name of your geographic region.
If the problem you submit is for a software defect or for missing or inaccurate
documentation, IBM Software Support creates an Authorized Program Analysis
Report (APAR). The APAR describes the problem in detail. Whenever possible,
IBM Software Support provides a workaround that you can implement until the
APAR is resolved and a fix is delivered. IBM publishes resolved APARs on the
Software Support Web site daily, so that other users who experience the same
problem can benefit from the same resolution.

Chapter 2. Reference
These topics describe reports that you can generate to obtain information about
Service Desk or Service Catalog tickets and best practices content that is provided
for Service Desk and Service Catalog. Additionally, there are reference documents
(PDFs) for related subjects.
Reports
Service Request Manager provides a variety of reports that display summarized or
detailed data gathered from Service Request Manager applications. This section
lists and describes the different types of reports that are provided. It also describes
how to import other reports into your product environment so that you can run,
view and print those reports.
Importing reports manually

The reports that are provided with Service Request Manager are imported into
your product environment automatically when the middleware server is started.
You may need to import reports manually if you customize reports or create new
reports. Use this task to import the reports manually.
About this task
The reports are imported automatically when you start the WebSphere Application
Server or WebLogic server. If you are unable to start the server, you can import the
reports manually. This topic describes both of these methods of importing the
reports.
Importing reports manually

To import the reports manually, ensure that Service Request Manager is started,
and perform the following steps:
Procedure
1. In a command window, run the following command:
cd srm_dir\reports\birt\reports\tools
Where srm_dir is the directory in which Service Request Manager is installed.
2. Depending on whether you want to import all of the reports or a specified
subset of them, run one of the following commands:
Command used to import reports Description

importreports Imports all of the report libraries and all of
the reports, including reports from all
Service Desk and Service Catalog
applications. Running the importreports
command can be very time-consuming.
importreports app folder_name Imports only the reports that are in the
specified folder.

Running and viewing reports
To run and view a report, you first generate a request page for the report. You can
then access and view the report either from the Report Administration application
or from a Service Desk or Service Catalog application. Use these topics to generate
requests pages and view reports. For more detailed information about generating
and viewing reports, see the online help that is provided for the Report
Administration application.
Generating a request page

Procedure
1. From the Start Center, click Go To → Administration → Reporting → Report
Administration.
2. Depending on the application for which you want to generate reports, type one
of the following in the Application field, and hit Enter:
v INCIDENT — to generate reports for the Incidents application.
v PROBLEM — to generate reports for the Problems application.
v SOLUTION — to generate reports for the Solutions application.
v SR — to generate reports for the Service Requests application.
v PMSCOFFER — to generate reports for the Offerings application
v
3. To generate the request page for one report, click the name of the report. To do
this operation for multiple reports, check the Select Records check box, and
select the reports you want to view. To generate request pages for all the
reports in the list, continue to the next step.
4. Click Generate Request Pages (or, for one report, Generate Request Page).
Once the operation has completed click Close to close the window that informs
you that the request page or pages have been generated.
Viewing a report from the Report Administration application

You can view or run a report either from the Report Administration application or
from a Service Desk or Service Catalog application.
About this task
Perform these steps to view a report from the Report Administration application:
Procedure
1. If you are not already in the Report Administration application, click Go To →
Administration → Reporting → Report Administration.
2. Select Run Report from the Select Action menu.
3. Click the name of the report that you want to run.
4. If you generated a request page, click Preview to open a reports dialog box.
5. Some reports allow you to enter parameters which can specify a subset of
information to include in the report. If you want to specify a subset of
information to include in the report, specify values in the Parameters section of
the Request Page to restrict the information that will be shown in the report.
6. Click Submit to generate the report based on your specifications. If you click
Submit without filling in any parameters, you will receive all of the report
information.

Running a report from a Service Desk or Service Catalog
application
About this task
Perform these steps to run a report from a Service Desk or Service Catalog
application:
Procedure
1. If you are not already in the application from which you want to run a report,
navigate to the application from the Go To menu.
2. Select Run Report from the Select Action menu.
3. Click the name of the report that you want to view. A reports dialog box opens.
4. Some reports allow you to enter parameters which can specify a subset of
information to include in the report. If you want to specify a subset of
information to include in the report, specify values in the Parameters section of
the Request Page to restrict the information that will be shown in the report.
5. Click Submit to generate the report based on your specifications.
If you click Submit without filling in any parameters, you will receive all of the
report information.
Note: Some reports automatically use the filter information from any list that
you are generating in the application on the application's List tab, and so you
may specify a subset of report information in that manner.
Printing reports
Use this task to print a report that you have opened for viewing.
About this task
Perform the following steps to print a report:
Procedure
1. Perform the steps in “Running and viewing reports” on page 32 to run a report
that you want to print. After you click Submit (the last step), the requested
report is displayed.
2. Click the Print Preview in PDF icon to display a PDF version of the report.
3. Click File → Print to print the PDF version of the report.
Report Object Structures and Query Based Reporting

New Report Object Structures have been added to Tivoli Service Request Manager
7.2.1. These topics explain the enhancements that the new Report Object Structures
have made to the product's reporting capability.
QBR Enhancements for Service Request Manager

New Report Object structures (ROS) have been added for the Service Request (SR),
Problem, Incident and Service Level Agreement (SLA) applications, which extends
the set of attributes that are available in Query Based Reporting.
For example, the new set of attributes for Service Requests can be viewed as
follows:
v From the Start Center, Go To -> Service Desk -> Service Requests.
v Launch Query Based Reports:
Chapter 2. Reference 33
– From the toolbar, click the Create Report icon or
– From the Action Menu, click Run Reports, and then from the Reports dialog,
click Create Report.
v On the Query Based Report dialog, click the Select Tab.
v Using similar steps, the new set of attributes can also be seen in the Incident,
Problem, and Service Level Agreement applications.
In the QBR dialog screen, the categories for the new attributes can be seen in the
navigation tree of the Select tab. When you click on one of the new categories, the
list of available fields on the right side will change to reflect the attributes in that
category. You can then click on the down arrow to move an attribute into the list of
attributes that will be displayed in the generated report.
The following tables describe the new categories that have been added for the
Service Request, Incident, Problem and Service Level Agreements applications.
Table 2. New categories for Service Request
Categories Description
Ticket Specifications Attributes from the Specifications Tab.
Related Records Attributes from the Related Records Tab.
v Additional Details – Extended attributes
to Related Records.
Solution Attributes from the Solution tab.
Work Log Attributes from the Work Log portion on the
Log Tab.
Owner Extended attributes related to the Owner of
the SR.
Owner Group Extended attributes related to the Owner
Group of the SR.
Service Level Agreements Attributes to related Service Level
Agreements.
Status History Attributes related to the View History
action.
Owner History Attributes related to the View History
action.
Assets, Locations, Configuration Item (CI) Attributes related to the Multiple Assets,
Location, and CIs section of the Service
Request Tab.
Time Tracking Attributes related to the Time Tracking
section of the Service Request Tab.
Activities and Work Orders Attributes related to the Activities Tab.
Table 3. New categories for Incident and Problem

Ticket Specifications Attributes from the Specifications Tab.
Related Records Attributes from the Related Records Tab.
v Additional Details – Extended attributes
to Related Records.
Solution Attributes from the Solution tab.

Table 3. New categories for Incident and Problem (continued)
Work Log Attributes from the Work Log portion on the
Log Tab.
Owner Extended attributes related to the Owner of
the Incident.
Owner Group Extended attributes related to the Owner
Group of the Incident.
SLA Attributes to related Service Level
Agreements.
Failure Report Attributes from the Failure Reporting tab.
v Failure Codes – Extended attributes
related to the Failure Report section of the
Failure Reporting tab.
Failure Remark Attributes that cover the Failure Details
section of the Failure Reporting tab.
Status History Attributes related to the View History
action.
Owner History Attributes related to the View History
action.
Assets, Locations, Configuration Item (CI) Attributes related to the Multiple Assets,
Location, and CIs section of the Incident
Tab.
Time Tracking Attributes related to the Time Tracking
section of the Incident Tab.
Activities and Work Orders Attributes related to the Activities Tab.
Table 4. New categories for Service Level Agreement

Applied To Details Attributes common to tickets and
workorders.
v Ticket Details – Attributes specific to
tickets.
v Workorder Details – Attributes specific to
workorders.
Commitment Details Attributes related the Commitment section
of the Service Level Agreement tab.
Escalation Details Attributes from the Escalation section of the
Escalation Tab.
Applied Condition Details Attributes from the Conditions section of the
Conditions Tab.
Applied Asset Details Attributes from the Assets Tab.
Applied Configuration Item Details Attributes from the Configuration Tab.
Applied Location Details Attributes from the Locations tab.
Applied Service Details Attributes from the Included Services section
of the Conditions Tab.
Publishing Report Object Structures to IBM Cognos
The new Report Object Structures for Service Requests, Incidents and Problems in
Tivoli Service Request Manager7.2.1 support the publish to IBM Cognos® Package
function.
Note: Before accessing IBM Cognos please ensure that you have gone through the
installation steps as described in the report integration section of the “Report
reference material” on page 43 page.
Perform the following steps to access the publish to Cognos Package function:
v From the Go To menu, Go To -> System Configuration -> Migration -> Object
Structures.
v On the List tab, select the Report Object Structure to be published:
– Service Request: REP_SR.
– Incidents: REP_INCIDENT.
– Problems: REP_PROBLEM.
v On the Object Structure tab, from the Action Menu select “Publish as Cognos
Package”.
Some Report Object Structures cannot be published to IBM Cognos for example
Service Level Agreements, due to the types of relationships that are contained in
the Object Structure. If such a Report Object Structure is chosen and the Publish as
Cognos Package action is selected, then the following message will be displayed:
BMXAA7412E- The object structure cannot be published, as a Cognos Package

Report Object Structure definition is not compatible with Cognos metadata.
Once a Report Object Structure has been published to IBM Cognos, the end-user
can access the published package within IBM Cognos Query Studio, Report Studio,
or Framework Manager.
Service Desk reports

The following topics list the Service Desk reports that are provided with this
product.
Incidents reports
The following table lists the reports that are provided for the Incidents application.
Note: Reports that have an asterisk (*) beside their names are reports that are not
reports developed for Service Desk. These reports are used to obtain information
about Service Desk incidents, problems, service requests, and so on, but they are
not used exclusively in Service Desk. These non-Service Desk reports do not have
the string tsd in their file names.
Service Desk report: Incidents

application Description
Open Ticket Detail * For a specified location, displays incidents that have a status of Closed or a
status of Resolved. Incidents are sorted by internal priority and ticket ID.
open_tickets.rptdesign
Open Ticket Details (Customer) Displays incidents that do not have a status of Closed or Resolved. A
customer or set of customers can be specified. The resulting list of incidents
open_tickets_cust_tsd.rptdesign are sorted by customer, status, and internal priority.

Service Desk report: Incidents
application Description
Incident List * Lists and displays comprehensive information about reported incidents, with
links to the Incident Details report for each incident in the list.
ticket.rptdesign
Incident List (Customer) Similar to the Incident List report, but this report groups the incidents by
their designated customer.
ticket_cust_tsd.rptdesign
Incident Details (Customer) Similar to the Incident Details report, but this report also includes additional
fields relating to customers.
ticketprint_cust_tsd.rptdesign
Service Desk Contact, Response and For a specified site and date range, shows the average and maximum times
Resolution * for contact, response and resolution following submission of incidents.
service_desk_resp_res.rptdesign
Incident Details * Displays comprehensive information about an incident. This report is
displayed when you click the name of an incident that is listed in another
ticketprint.rptdesign report. You must have the other report open in order to access the Incident
Details report.
Total Number of Incidents Shows the number of total incident reports. In addition, for each status and
for a specified date range, lists incidents by internal priority, from highest
totals_tsd.rptdesign priority to lowest.
Average Time to Close Incidents For a specified date range, provides a list of closed incidents, grouped by
internal priority. Also displays the average close time.
avg_close_time_tsd.rptdesign
Parameters:
Service: values for ticket.commodity

Servicegroup: values for ticket.commoditygroup
Average Cost Per Incident For a specified date range, lists incidents and shows the status, internal
priority, impact, urgency, service, service group, and actual cost for each
avg_cost_tsd.rptdesign listed incident.
Parameters:

Status: values for status
Volume Report for Incidents For a specified date range and incident attribute or attributes, displays a list
of incident tickets for a particular agent. Also displays incidents ordered by a
incident_volume_tsd.rptdesign parameter that you specify.
Parameters:
Attributegrouping: internalpriority, reportedpriority, status, owner

Subgrouping: internalpriority, reportedpriority, status, owner, ticketid
Disposition Report for Incident For a specified date range, shows a list of incidents that spawn service
Management requests, work orders, problems, and other incidents.
incident_disposition_tsd.rptdesign
Incident Survey Shows the results of the Incident Survey, which is a predefined survey that is
provided with the Survey application.
inc_survey_tsd.rptdesign
Problems reports
The following table lists the reports that are provided for the Problems application.
Service Desk report: Problems application Description

Open Ticket Detail * For a specified location, displays problems that have a
status of Closed or a status of Resolved. Incidents are
open_tickets.rptdesign sorted by internal priority and ticket ID.
Open Ticket Details (Customer) Displays problems that do not have a status of Closed or
Resolved. A customer or set of customers can be
open_tickets_cust_tsd.rptdesign specified. The resulting list of problems are sorted by
customer, status, and internal priority.
Problem List * Lists and displays comprehensive information about
reported problems, with links to the Problem Details
ticket.rptdesign report for each incident in the list.
Problem List (Customer) Similar to the Problem List report, but this report groups
the problems by their designated customer.
ticket_cust_tsd.rptdesign
Service Desk Contact, Response and Resolution * For a specified site and date range, shows the average
and maximum times for contact, response and resolution
service_desk_resp_res.rptdesign following submission of problems.
Problem Details * Displays comprehensive information about a problem.
This report is displayed when you click the name of an
ticketprint.rptdesign problem that is listed in another report. You must have
the other report open in order to access the Problem
Details report.
Problem Details (Customer) Similar to the Problem Details report, but this report also
includes additional fields relating to customers.
ticketprint_cust_tsd.rptdesign
Total Number of Problems Shows the number of total problem reports. In addition,
for each status and for a specified date range, lists
totals_tsd.rptdesign problems by internal priority, from highest priority to
lowest.
Average Cost Per Problem For a specified date range, lists problems and shows the
status, internal riority, impact, urgency, service, service
avg_cost_tsd.rptdesign grouop, and actual cost for each listed incident.
Parameters:

Servicegroup: values for ticket.commoditygrouop
Average Time to Close Problems For a specified date range, provides a list of closed
problems, grouped by internal priority. Also displays the
avg_close_time_tsd.rptdesign average close time.
Problem Resolution For a specified date range, lists problems and shows the
status, internal priority, impact, urgency, service, service
problem_resolution_tsd.rptdesign group, and actual cost for each listed problem.

Service Desk report: Problems application Description
Volume Report for Problem Management For a specified date range and problem attribute or
attributes, displays a list of problem tickets for a
problem_volume_tsd.rptdesign particular agent. Also displays problems ordered by a
parameter that you specify.
Parameters:
Attributegrouping: internalpriority, reportedpriority,

status, owner
Subgrouping: internalpriority, reportedpriority,
status, owner, ticketid
Disposition Report for Problem Management For a specified date range, shows a list of problems that
spawn service requests, work order, other problems and
problem_disposition_tsd.rptdesign incidents.
Incident Generation for Problem Management - Known Shows problems with known errors that spawn
Error incidents.
pro_inc_gen_known_error_tsd.rptdesign
Incident Generation for Problem Management Shows problems without known errors that spawn
incidents.
pro_inc_gen_unknown_error_tsd.rptdesign
Elapsed Time for Unresolved Problems For a specified date range, shows elapsed time for
unresolved problems.
elapsed_time_to_close_problems_tsd.rptdesign
Problem Survey Shows the results of the Problem Survey, which is a
predefined survey that is provided by the Survey
pro_survey_tsd.rptdesign application.
Service Requests reports

The following table lists the reports that are provided for the Service Requests
application.
Service Desk report: Service Requests application Description

Total Number of Requests For a specified location, displays service requests that
have a status of Closed or a status of Resolved. Incidents
totals_tsd.rptdesign are sorted by internal priority and ticket ID.
Service Request Details * Displays comprehensive information about a service
request ticket. This report is displayed when you click
ticketprint.rptdesign the name of a service request ticket that is listed in
another report. You must have the other report open in
order to access the Service Request Details report.
Service Request Details (Customer) Similar to the Service Request Details report, but this
report also includes additional fields relating to
ticketprint_cust_tsd.rptdesign customers
Service Request List * Lists and displays comprehensive information about
service desk tickets, with links to the Service Desk
ticket.rptdesign Details report for each ticket in the list.
Service Request List (Customer) Similar to the Service Request List report, but this report
groups the service requests by their designated customer.
ticket.rptdesign
Surveys Sent and Received Shows the number of surveys that were sent and
received for a parameter that you specify.
survey_volume_tsd.rptdesign
Parameters:
App: sr, incident, problem

Volume Report for Service Request Management For a specified date range and problem attribute or
attributes, displays a list of service request tickets for a
sr_volume_tsd.rptdesign particular agent. Also displays service requests ordered
by a parameter that you specify.
Parameters:
Attributegrouping: internalpriority, reportedpriority,

status, owner
Subgrouping: internalpriority, reportedpriority,
status, owner, ticketid
SR Survey Shows the results of the Service Request Survey, which is
a predefined survey that is provided by the Survey
sr_survey_tsd.rptdesign application.
Service Desk Contact, Response and Resolution For a specified site and date range, shows the average
service_desk_resp_res.rptdesign following submission of service desk tickets.
Disposition Report for SR Management For a specified date range, shows a list of service
requests that spawn other service requests, work orders,
sr_disposition_tsd.rptdesign problems and incidents.
Open Ticket Detail * For a specified location, displays service requests that
have a status of Closed or a status of Resolved. Service
open_tickets.rptdesign request tickets are sorted by internal priority and ticket
ID.
Open Ticket Detail (Customer) Displays service requests that do not have a status of
Closed or Resolved. A customer or set of customers can
open_tickets_cust_tsd.rptdesign be specified. The resulting list of service requests are
sorted by customer, status, and internal priority.
Service Desk Case Volume Summary * For a specified range of reported dates, calculates the
number of tickets by current status, organized by owner
case_volume_sum.rptdesign and owner group.
Average Time to Close Service Requests For a specified date range, provides a list of closed
service requests, grouped by internal priority. Also
avg_close_time_tsd.rptdesign displays the average close time.
Parameters:


Average Cost Per Service Request For a specified date range, lists service requests and
shows the status, internal priority, impact, urgency,
avg_cost_tsd.rptdesign service, service group, and actual cost for each listed
ticket.
Parameters:

Solutions reports
The following table lists the reports that are provided for the Solutions application.
Service Desk report: Solutions application Description

Solution List * Lists all of the solutions that have been recorded. Each
listing includes the solution ID, a description,
solution.rptdesign classification, status, and self-service availability,
organized by site.
Solution Details * Intended for end users who have problems with their
computer, printer, network, and so on, this report is
solutionprint.rptdesign accessed via a search and provides information that
enables the end user to troubleshoot and resolve the
problem. Includes information about problem symptoms,
causes, and resolutions.
Solution Change History This report requires that auditing be turned on in the
Solutions object. Once auditing has been turned on, any
solution_change_history_tsd.rptdesign changes made to solutions that are captured by auditing
will be shown in this report.
Self Service Solution * Provides the total number of self-service user interactions
with the Solutions database that resulted in issue
self_service_solution.rptdesign resolution without any Service Desk interaction. These
interactions produce higher percentages of call avoidance
and reduction.
Incidents and Problems with Informal Solutions For a specified date range, lists incidents and problems
with solutions that are not associated with a previously
adHoc_solutions_tsd.rptdesign known solution. For each solution, provides information
about the symptoms that led to the ticket, the cause of
the symptoms, and the solution that was recorded. A pie
chart displays informal solutions as a percentage of total
tickets.
Incidents and Problems with Formal Solutions For a specified date range, lists incidents and problems
with solutions that are associated with a previously
formal_solutions_tsd.rptdesign known solution. For each solution, provides information
about the symptoms that led to the ticket, the cause of
the symptoms, and the solution that was recorded. A pie
chart displays formal solutions as a percentage of total
tickets.
Service Level Agreement (SLA) reports
The following table lists the reports that are provided for Service Level Agreements
(SLAs).
Service Desk report: SLAs Description

SLA Details * Displays comprehensive information about an SLA. This
report is displayed when you click the name of an SLA
slaprint.rptdesign that is listed in another report. You must have the other
report open in order to access the SLA Details report.
Service Level Exception * For a specified date range, displays all tickets that did
not meet the SLA commitments. Also indicates whether
sla_exception.rptdesign the violations are against the contact, the response, or the
resolution.
SLA List * Lists and displays comprehensive information about
SLAs, with links to the SLA Details report for each ticket
sla.rptdesign in the list.
Service Target Compliance * For a specified date range, site, service group, and
service, calculates the percentage of SLA compliance for
service_target_compliance.rptdesign resolved and closed tickets. Groups tickets by service
group and service and reports at the service-level the
compliance percentage for contact, response, and
resolution. Only tickets that have an applied SLA are
counted for this report.
Service Desk Contact, Response and Resolution * For a specified site and date range, shows the average
service_desk_resp_res.rptdesign following submission of tickets involving SLAs.
Service Catalog reports

The following topics list the Service Catalog reports that are provided with this
product
Service Catalog report descriptions

Table 5. List of Service Catalog reports and their descriptions
Service Catalog report Description Application
Offerings List Lists offerings Offerings
Offering Detail Details of an offering Offerings
Offerings Not Ordered Offerings that have not been Offerings
ordered within a time period
Offerings Order Frequency Shows number of times that Offerings
an offering has been ordered
Catalog Request List Lists catalog orders Service Requests
Catalog Request Detail Details of a catalog order Service Requests

Table 5. List of Service Catalog reports and their descriptions (continued)
Service Catalog report Description Application
Catalog Request Delivery Shows delivery times for Service Requests
Performance fulfilling requested services.
Compares approval date to
the close date.
Catalog Request Awaiting Catalog Orders that have Service Requests
Approval More than 5 Days been in Approval (APPR)
status for more than 5 days.
Provides more detail for
SOAPPR5 KPI.
Service Requests Created By Shows which Service Service Requests
Catalog Orders Requests are created through
Service Catalog orders
Report reference material

For more detailed information on the reporting features provided with Tivoli
Service Request Manager and for instructions on how to develop custom reports
using report templates, refer to additional resources published on the product
support Web sites.
Report features
Note: You must be registered with the IBM support site's Integrated Service
Management Library and have an IBM ID and password to access some of the
links in the tables that follow. If you are not currently registered, you can register
upon clicking the link. You might be asked for additional credentials.
Table 6. Report features
Title Description
Reporting Feature Guide This guide contains details on how the
product embeds and utilizes Business
Intelligence and Reporting Tools (BIRT),
including a detailed review of the file
structure, installation, and database
structure. The guide also contains
information on report security, scheduling,
and administration tasks.
Table 6. Report features (continued)
Title Description
Ad hoc reporting This guide describes the query based reports
(QBR) that are enabled to meet your ad hoc
reporting needs. The guide contains
information on how to create your own
unique reports by selecting columns,
specifying sorting and grouping, and the
query the report will run against.
Additionally, the guide details how to create
your own custom Report Object Structures,
which are the base of QBR reports.
Report toolbar access This document describes how to configure
and use the report toolbar access that allows
you to quickly access and print specific
reports.
Report design
Table 7. Report design

Title Description
BIRT designer download. This Web site contains installation packages
for BIRT Designer 2.3.2 that you can
download to create custom reports for Tivoli
Service Request Manager 7.2.1.
Configuring BIRT Designer This document provides additional details
and screen captures on how to configure
BIRT Designer 2.3.2 with Tivoli Service
Request Manager 7.2.1.
Designing reports This document provides an overview on
how to create custom reports that meet your
individual business needs. The document
also reviews templates, parameter options,
and other items to consider when designing
reports.

Report performance and customization
Table 8. Report performance and customization

Title Description
V7 Report Performance Considerations This document reviews components
impacting report performance and items to
consider for report performance
optimization.
Secondary Database Configuration for BIRT This guide explains how to enable replicated
Reporting database configuration for BIRT reports.
Using a replicated database for report
purposes can reduce the load on the live,
transactional database and lead to
performance improvements. The document
details how to configure the BIRT report
design files to execute from the replicated
database, and how to register the replicated
database within the Report Administration
application.
Changing Logos in BIRT Reports This document provides instructions on how
to modify logos in reports to use custom
company logos via a library change.
Enabling Barcodes in BIRT Reports This document explains how to incorporate
bar code fonts in BIRT reports.
BIRT Report Page Information This document explains how to customize
report page size and orientation to meet
your individual business needs.
Report integration
Tivoli Service Request Manager enables an Open Reporting Architecture. This

structure enables you to utilize the embedded reporting tool, BIRT, or a different
reporting tool by using a Report Integration Option. A number of report
integration options are available to you, as described in the following table.
Table 9. Report integration
Title Description
Maximo Cognos Integration Installation This document details the installation steps
required for the integration of IBM Cognos
with Tivoli Service Request Manager 7.2.1.
Table 9. Report integration (continued)
Title Description
IBM Cognos Reporting Integration This document describes the integration of
IBM Cognos to Tivoli Service Request
Manager 7.2.1, including its security and
how it is enabled, the metadata layer
enablement and how to create Cognos
Reports to execute from within Tivoli
Service Request Manager 7.2.1.
IBM Cognos 8 Business Intelligence 8.2 Integration with IBM Cognos 8 Business
Intelligence 8.2 is enabled with Tivoli Service
Request Manager 7.2.1. These documents
provide the User Guide and other
supporting documents for the IBM Cognos 8
Business Intelligence 8.2 This integration
enables you to utilize Cognos Reporting
Products to produce powerful, value-added
reports.
BO XI Crystal Product Integration This document explains how to integrate the
Business Object XI Crystal product with
Tivoli Service Request Manager 7.2.1,
including report development and
integration.
V7 External Report Integration This guide provides detailed information on
how to integrate external report systems
within the Tivoli Service Request Manager
7.2.1 framework. These external reports can
then be made visible from within particular
product applications and enable you to meet
your custom report requirements.

Service Desk content
Service Desk content includes pre-defined artifacts and sample data that can be
optionally installed with the Service Desk component.
Security group application authorization

This section lists:
v Which security groups have access to which applications.
v What authorizations each security group has.
The table below defines which security groups have access to which applications
for Service Desk.
Table 10. Group to Application List
Security Group Application Access
PMINCADM ACTION, ACTIONSCFG, ACTIVITY, ACTUALCI, ASSET, ASSETCAT, BBOARD,
CALENDR, CHANGE, CHANGEPSWD, CHRTACCT, CI, CITYPE, COLLECTION,
COMMTMPLT, COMPANY, COMPMASTER, COND, CONDCODE,
CONDEXPMGR, CONFIGUR, CONTLABOR, CONTLEASE, CONTMASTER,
CONTPURCH, CONTSFW, CONTWARRTY, CRAFT, CREATEDR, CREATESR,
CRONTASK, CURRENCY, DEPLGROUPS, DESIGNER, DM, DOMAINADM,
DPAMADPT, DPAMMANU, DPAMOS, DPAMPROC, DPAMSW, DPAMSWS,
DPAMSWUSG, DPLDASSET, ECOMMADAPT, EMAILSTNER, ENDPOINT,
ESCALATION, EXCHANGE, EXTSYSTEM, FACONFIG, FAILURE, FEATURE,
FINCNTRL, FORGOTPSWD, HAZARDS, IM, INBXCONFIG, INCIDENT,
INTERROR, INTMSGTRK, INTOBJECT, INTSRV, INVENTOR, INVISSUE, INVOICE,
INVOKE, IPC, ITEM, JOBPLAN, KPI, KPIGCONFIG, KPILCONFIG, LABOR,
LABREP, LAUNCH, LMO, LOCATION, LOGGING, MASTERPM, METER,
METERGRP, MULTISITE, NDASSET, NPASSET, OBJSEARCH, PERSON,
PERSONGR, PM, PO, PR, PRECAUTN, PRIORITY, PROBLEM, PROPMAINT,
PUBLISH, QUAL, QUICKREP, RCNASTLINK, RCNASTRSLT, RCNCILINK,
RCNCIRSLT, RCNCMPRULE, RCNLNKRULE, RCNTSKFLTR, RECEIPTS,
RECONTASK, RELATION, RELEASE, REPORT, RFQ, ROLE, ROUTES, RSCONFIG,
SAFEPLAN, SCCONFIG, SEARCHSOL, SECURGROUP, SELFREG, SETS,
SFWLICVIEW, SLA, SOLUTION, SR, SRMSEARCH, SRVCOMMOD, SRVITEM,
STARTCNTR, STOREROOM, TAGLOCKS, TERMCOND, TKTEMPLATE, TOOL,
TOOLBOX, TOOLINV, USER, VIEWDR, VIEWDRFT, VIEWSR, VIEWTMPL,
WFADMIN, WFDESIGN, WORKMAN, WORKVIEW, WOTRACK, WSREGISTRY
ACTION, ACTIONSCFG, ACTIVITY, ASSET, ASSETCAT, BBOARD,
CHANGEPSWD, CI, COMMTMPLT, CONTLABOR, CONTLEASE, CONTMASTER,
CONTPURCH, CONTWARRTY, CREATESR, DPLDASSET, ECOMMADAPT,
ESCALATION, FACONFIG, FAILURE, INBXCONFIG, INCIDENT, INVENTOR,
JOBPLAN, KPI, KPIGCONFIG, KPILCONFIG, LOCATION, NDASSET, NPASSET,
PERSON, PERSONGR, PR, PROBLEM, QUICKREP, REPORT, RSCONFIG,
SCCONFIG, SEARCHSOL, SELFREG, SLA, SOLUTION, SR, SRVCOMMOD,
SRVITEM, STARTCNTR, TKTEMPLATE, USER, VIEWDRFT, VIEWSR, VIEWTMPL,
WFADMIN, WFDESIGN, WORKVIEW, WOTRACK
PMINCANAL ACTION, ACTIONSCFG, ACTIVITY, ASSET, ASSETCAT, BBOARD,
Table 10. Group to Application List (continued)
PMINCMGR ACTION, ACTIONSCFG, ACTIVITY, ASSET, ASSETCAT, BBOARD,
PMINCOWN ACTION, ACTIONSCFG, ACTIVITY, ASSET, ASSETCAT, BBOARD,
PMPRBADM ACTION, ACTIONSCFG, ACTIVITY, ACTUALCI, ASSET, ASSETCAT, BBOARD,
PMPRBANAL ACTION, ACTIONSCFG, ACTIVITY, ASSET, ASSETCAT, BBOARD,
PMPRBMGR ACTION, ACTIONSCFG, ACTIVITY, ASSET, ASSETCAT, BBOARD,

Table 10. Group to Application List (continued)
PMPRBOWN ACTION, ACTIONSCFG, ACTIVITY, ASSET, ASSETCAT, BBOARD,
PMUSRADM ACTION, ACTIONSCFG, ACTIVITY, ACTUALCI, ASSET, ASSETCAT, BBOARD,
PMUSRANAL ACTION, ACTIONSCFG, ACTIVITY, ASSET, ASSETCAT, BBOARD,
PMUSRMGR ACTION, ACTIONSCFG, ACTIVITY, ASSET, ASSETCAT, BBOARD,
The table below defines the access for each security group.
Table 11. Service Desk Security Group Authorization
Read Insert Save Delete
PMINCADM ACTION ACTION ACTION ACTION
ACTIONSCFG ASSET ACTIVITY ACTIVITY
ACTIVITY ASSETCAT ACTUALCI ASSET
ACTUALCI BBOARD ASSET ASSETCAT
ASSET CALENDR ASSETCAT BBOARD
ASSETCAT CHANGE BBOARD CALENDR
BBOARD CI CALENDR CHANGE
CALENDR COLLECTION CHANGE CI
CHANGE COMMTMPLT CHANGEPSWD COLLECTION
CHANGEPSWD COMPANY CHRTACCT COMMTMPLT
CHRTACCT COMPMASTER CI COMPANY
CI, COND CITYPE COMPMASTER
CITYPE CONDCODE COLLECTION COND
COLLECTION CONDEXPMGR COMMTMPLT CONDCODE
COMMTMPLT CONFIGUR COMPANY CONDEXPMGR
COMPANY CONTLABOR COMPMASTER CONFIGUR
COMPMASTER CONTLEASE COND CRAFT
COND CONTMASTER CONDCODE CRONTASK
CONDCODE CONTPURCH CONDEXPMGR CURRENCY
CONDEXPMGR CONTSFW CONFIGUR DEPLGROUPS
CONFIGUR CONTWARRTY CONTLABOR DM
CONTLABOR CRAFT CONTLEASE DOMAINADM
CONTLEASE CREATEDR CONTMASTER DPAMADPT
CONTMASTER CREATESR CONTPURCH DPAMMANU
CONTPURCH CRONTASK CONTSFW DPAMOS
CONTSFW CURRENCY CONTWARRTY DPAMPROC
CONTWARRTY DEPLGROUPS CRAFT DPAMSW
CRAFT DESIGNER CREATEDR DPAMSWS
CREATEDR DM CRONTASK DPAMSWUSG
CREATESR DOMAINADM CURRENCY DPLDASSET
CRONTASK DPAMADPT DEPLGROUPS EMAILSTNER
CURRENCY DPAMMANU DESIGNER ENDPOINT
DEPLGROUPS DPAMOS DM ESCALATION
DESIGNER DPAMPROC DOMAINADM EXCHANGE
DM DPAMSW DPAMADPT EXTSYSTEM
DOMAINADM DPAMSWS DPAMMANU FAILURE
DPAMADPT DPAMSWUSG DPAMOS FEATURE
DPAMMANU EMAILSTNER DPAMPROC FINCNTRL
DPAMOS ENDPOINT DPAMSW HAZARDS
DPAMPROC ESCALATION DPAMSWS IM
DPAMSW EXCHANGE DPAMSWUSG INCIDENT
DPAMSWS EXTSYSTEM EMAILSTNER INTERROR
DPAMSWUSG FAILURE ENDPOINT INTOBJECT
DPLDASSET FEATURE ESCALATION INTSRV
ECOMMADAPT FINCNTRL EXCHANGE INVOICE
EMAILSTNER FORGOTPSWD EXTSYSTEM INVOKE
ENDPOINT HAZARDS FAILURE JOBPLAN
ESCALATION IM FEATURE KPI
EXCHANGE INCIDENT FINCNTRL LABOR
EXTSYSTEM INTOBJECT FORGOTPSWD LAUNCH
FACONFIG INTSRV HAZARDS LMO
FAILURE INVOICE IM LOCATION
FEATURE INVOKE INCIDENT MASTERPM
FINCNTRL ITEM INTOBJECT METER
FORGOTPSWD JOBPLAN INTSRV METERGRP

Table 11. Service Desk Security Group Authorization (continued)
PMINCADM HAZARDS KPI INVENTOR MULTISITE
IM LABOR INVISSUE NDASSET
(continued) INBXCONFIG LAUNCH INVOICE NPASSET
INCIDENT LMO INVOKE PERSON
INTERROR LOCATION ITEM PERSONGR
INTMSGTRK MASTERPM JOBPLAN PM
INTOBJECT METER KPI PRECAUTN
INTSRV METERGRP LABOR PROBLEM
INVENTOR MULTISITE LABREP PUBLISH
INVISSUE PERSON LAUNCH QUAL
INVOICE PERSONGR LMO QUICKREP
INVOKE PM LOCATION RCNASTLINK
IPC PO LOGGING RCNASTRSLT
ITEM PR MASTERPM RCNCILINK
JOBPLAN PRECAUTN METER RCNCIRSLT
KPI PRIORITY METERGRP RCNCMPRULE
KPIGCONFIG PROBLEM MULTISITE RCNLNKRULE
KPILCONFIG PUBLISH OBJSEARCH RCNTSKFLTR
LABOR QUAL PERSON RECONTASK
LABREP QUICKREP PERSONGR RELATION
LAUNCH RCNCMPRULE PM RELEASE
LMO RCNLNKRULE PO REPORT
LOCATION RCNTSKFLTR PR ROLE
LOGGING RECONTASK PRECAUTN ROUTES
MASTERPM RELATION PRIORITY SAFEPLAN
METER RELEASE PROBLEM SECURGROUP
METERGRP REPORT PROPMAINT SETS
MULTISITE RFQ PUBLISH SFWLICVIEW
NDASSET ROLE QUAL SLA
NPASSET ROUTES QUICKREP SOLUTION
OBJSEARCH SAFEPLAN RCNASTRSLT SR
PERSON SECURGROUP RCNCIRSLT SRVCOMMOD
PERSONGR SELFREG RCNCMPRULE STOREROOM
PM SETS RCNLNKRULE TAGLOCKS
PO SLA RCNTSKFLTR TKTEMPLATE
PR SOLUTION RECEIPTS TOOLBOX
PRECAUTN SR RECONTASK USER
PRIORITY SRVCOMMOD RELATION WFDESIGN
PROBLEM SRVITEM RELEASE WOTRACK
PROPMAINT STOREROOM REPORT WSREGISTRY
PUBLISH TAGLOCKS RFQ
QUAL TKTEMPLATE ROLE
QUICKREP TOOL ROUTES
RCNASTLINK TOOLBOX SAFEPLAN
RCNASTRSLT USER SECURGROUP
RCNCILINK WFDESIGN SELFREG
RCNCIRSLT WOTRACK SETS
RCNCMPRULE SLA
RCNLNKRULE SOLUTION
RCNTSKFLTR SR
PMINCADM RECEIPTS SRMSEARCH
RECONTASK SRVCOMMOD
(continued) RELATION SRVITEM
RELEASE STOREROOM
REPORT TAGLOCKS
RFQ TERMCOND
ROLE TKTEMPLATE
ROUTES TOOL
RSCONFIG TOOLBOX
SAFEPLAN TOOLINV
SCCONFIG USER
SEARCHSOL WFDESIGN
SECURGROUP WORKMAN
SELFREG WOTRACK
SETS WSREGISTRY
SFWLICVIEW
SLA
SOLUTION
SR
SRMSEARCH
SRVCOMMOD
SRVITEM
STARTCNTR
STOREROOM
TAGLOCKS
TERMCOND
TKTEMPLATE
TOOL
TOOLBOX
TOOLINV
USER
VIEWDR
VIEWDRFT
VIEWSR
VIEWTMPL
WFADMIN
WFDESIGN
WORKMAN
WORKVIEW
WOTRACK
WSREGISTRY

PMINCANAL ACTION BBOARD ACTIVITY ACTIVITY
ACTIONSCFG COMMTMPLT ASSETCAT BBOARD
ACTIVITY CREATESR BBOARD COMMTMPLT
ASSET ESCALATION CHANGEPSWD INCIDENT
ASSETCAT INCIDENT COMMTMPLT KPI
BBOARD KPI ESCALATION PROBLEM
CHANGEPSWD LOCATION INCIDENT REPORT
CI PROBLEM KPI SOLUTION
COMMTMPLT QUICKREP LOCATION SR
CONTLABOR REPORT PROBLEM WOTRACK
CONTLEASE SOLUTION QUICKREP
CONTMASTER SR REPORT
CONTPURCH TKTEMPLATE SOLUTION
CONTWARRTY WOTRACK SR
CREATESR TKTEMPLATE
DPLDASSET WOTRACK
ECOMMADAPT
ESCALATION
FACONFIG
FAILURE
INBXCONFIG
INCIDENT
INVENTOR
JOBPLAN
KPI
KPIGCONFIG
KPILCONFIG
LOCATION
NDASSET
NPASSET
PERSON
PERSONGR
PR
PROBLEM
QUICKREP
REPORT
RSCONFIG
SCCONFIG
SEARCHSOL
SELFREG
SLA
SOLUTION
SR
SRVCOMMOD
SRVITEM
STARTCNTR
TKTEMPLATE
USER
VIEWDRFT
VIEWSR
VIEWTMPL
WFADMIN
WFDESIGN
WORKVIEW
WOTRACK
PMINCMGR ACTION ASSETCAT ACTIVITY ACTIVITY
ACTIONSCFG BBOARD ASSETCAT ASSETCAT
ACTIVITY COMMTMPLT BBOARD BBOARD
ASSET CONTLABOR CHANGEPSWD COMMTMPLT
ASSETCAT CONTLEASE COMMTMPLT ESCALATION
BBOARD CONTMASTER CONTLABOR FAILURE
CHANGEPSWD CONTWARRTY CONTLEASE INCIDENT
CI CREATESR CONTMASTER KPI
COMMTMPLT ESCALATION CONTWARRTY PROBLEM
CONTLABOR FAILURE ESCALATION REPORT
CONTLEASE INCIDENT FAILURE SOLUTION
CONTMASTER KPI LOCATION INCIDENT SR
CONTPURCH PROBLEM KPI LOCATION WOTRACK
CONTWARRTY QUICKREP PROBLEM
CREATESR REPORT QUICKREP
DPLDASSET SOLUTION REPORT
ECOMMADAPT SR SOLUTION
ESCALATION TKTEMPLATE SR
FACONFIG WOTRACK TKTEMPLATE
FAILURE WOTRACK
INBXCONFIG
INCIDENT
INVENTOR
JOBPLAN
KPI
KPIGCONFIG
KPILCONFIG
LOCATION
NDASSET
NPASSET
PERSON
PERSONGR
PR
PROBLEM
QUICKREP
REPORT
RSCONFIG
SCCONFIG
SEARCHSOL
SELFREG
SLA
SOLUTION
SR
SRVCOMMOD
SRVITEM
STARTCNTR
TKTEMPLATE
USER
VIEWDRFT
VIEWSR
VIEWTMPL
WFADMIN
WFDESIGN
WORKVIEW
WOTRACK

PMINCOWN ACTION BBOARD ACTIVITY ACTIVITY
CREATESR TKTEMPLATE
DPLDASSET WOTRACK
ECOMMADAPT
ESCALATION
FACONFIG
FAILURE
INBXCONFIG
INCIDENT
INVENTOR
JOBPLAN
KPI
KPIGCONFIG
KPILCONFIG
LOCATION
NDASSET
NPASSET
PERSON
PERSONGR
PR
PROBLEM
QUICKREP
REPORT
RSCONFIG
SCCONFIG
SEARCHSOL
SELFREG
SLA
SOLUTION
SR
SRVCOMMOD
SRVITEM
STARTCNTR
TKTEMPLATE
USER
VIEWDRFT
VIEWSR
VIEWTMPL
WFADMIN
WFDESIGN
WORKVIEW
WOTRACK
PMPRBADM ACTION ACTION ACTION ACTION
CI COND CITYPE COMPMASTER
ESCALATION IM INCIDENT FEATURE KPI
EXCHANGE INTOBJECT FINCNTRL LABOR
EXTSYSTEM INTSRV FORGOTPSWD LAUNCH
FACONFIG INVOICE HAZARDS LMO
FAILURE INVOKE ITEM IM LOCATION
FEATURE JOBPLAN INCIDENT MASTERPM
FINCNTRL KPI INTOBJECT METER
FORGOTPSWD INTSRV METERGRP
HAZARDS INVENTOR MULTISITE
INVISSUE NDASSET

PMPRBADM IM LABOR INVOICE NPASSET
INBXCONFIG LAUNCH INVOKE PERSON
(continued) INCIDENT LMO ITEM PERSONGR
INTERROR LOCATION JOBPLAN PM
INTMSGTRK MASTERPM KPI PRECAUTN
INTOBJECT METER LABOR PROBLEM
INTSRV METERGRP LABREP PUBLISH
INVENTOR MULTISITE LAUNCH QUAL
INVISSUE PERSON LMO QUICKREP
INVOICE PERSONGR LOCATION RCNASTLINK
INVOKE PM LOGGING RCNASTRSLT
IPC PO MASTERPM RCNCILINK
ITEM PR METER RCNCIRSLT
JOBPLAN PRECAUTN METERGRP RCNCMPRULE
KPI PRIORITY MULTISITE RCNLNKRULE
KPIGCONFIG PROBLEM OBJSEARCH RCNTSKFLTR
KPILCONFIG PUBLISH PERSON RECONTASK
LABOR QUAL PERSONGR RELATION
LABREP QUICKREP PM RELEASE
LAUNCH RCNCMPRULE PO REPORT
LMO RCNLNKRULE PR ROLE
LOCATION RCNTSKFLTR PRECAUTN ROUTES
LOGGING RECONTASK PRIORITY SAFEPLAN
MASTERPM RELATION PROBLEM SECURGROUP
METER RELEASE PROPMAINT SETS
METERGRP REPORT PUBLISH SFWLICVIEW
MULTISITE RFQ QUAL SLA
NDASSET ROLE QUICKREP SOLUTION
NPASSET ROUTES RCNASTRSLT SR
OBJSEARCH SAFEPLAN RCNCIRSLT SRVCOMMOD
PERSON SECURGROUP RCNCMPRULE STOREROOM
PERSONGR SELFREG RCNLNKRULE TAGLOCKS
PM SETS RCNTSKFLTR TKTEMPLATE
PO SLA RECEIPTS TOOLBOX
PR SOLUTION RECONTASK USER
PRECAUTN SR RELATION WFDESIGN
PRIORITY SRVCOMMOD RELEASE WOTRACK
PROBLEM SRVITEM REPORT WSREGISTRY
PROPMAINT STOREROOM RFQ
PUBLISH TAGLOCKS ROLE
QUAL TKTEMPLATE ROUTES
QUICKREP TOOL SAFEPLAN
RCNASTLINK TOOLBOX SECURGROUP
RCNASTRSLT USER SELFREG
RCNCILINK WFDESIGN SETS
RCNCIRSLT WOTRACK SLA
RCNCMPRULE SOLUTION
RCNLNKRULE SR
RCNTSKFLTR SRMSEARCH
RECEIPTS SRVCOMMOD
RECONTASK SRVITEM
RELATION STOREROOM
RELEASE TAGLOCKS
REPORT TERMCOND
TKTEMPLA
PMPRBADM RFQ TE
ROLE TOOL
(continued) ROUTES TOOLBOX
RSCONFIG TOOLINV
SAFEPLAN USER
SCCONFIG WFDESIGN
SEARCHSOL WORKMAN
SECURGROUP WOTRACK
SELFREG WSREGISTRY
SETS
SFWLICVIEW
SLA
SOLUTION
SR
SRMSEARCH
SRVCOMMOD
SRVITEM
STARTCNTR
STOREROOM
TAGLOCKS
TERMCOND
TKTEMPLATE
TOOL
TOOLBOX
TOOLINV
USER
VIEWDR
VIEWDRFT
VIEWSR
VIEWTMPL
WFADMIN
WFDESIGN
WORKMAN
WORKVIEW
WOTRACK
WSREGISTRY

PMPRBANAL ACTION BBOARD ACTIVITY ACTIVITY
CREATESR TKTEMPLATE
DPLDASSET WOTRACK
ECOMMADAPT
ESCALATION
FACONFIG
FAILURE
INBXCONFIG
INCIDENT
INVENTOR
JOBPLAN
KPI
KPIGCONFIG
KPILCONFIG
LOCATION
NDASSET
NPASSET
PERSON
PERSONGR
PR
PROBLEM
QUICKREP
REPORT
RSCONFIG
SCCONFIG
SEARCHSOL
SELFREG
SLA
SOLUTION
SR
SRVCOMMOD
SRVITEM
STARTCNTR
TKTEMPLATE
USER
VIEWDRFT
VIEWSR
VIEWTMPL
WFADMIN
WFDESIGN
WORKVIEW
WOTRACK
PMPRBMGR ACTION ASSETCAT ACTIVITY ACTIVITY
CI CREATESR CONTMASTER KPI
COMMTMPLT ESCALATION CONTWARRTY PROBLEM
CONTLABOR FAILURE ESCALATION REPORT
CONTLEASE INCIDENT FAILURE SOLUTION
CONTMASTER KPI INCIDENT SR
CONTPURCH LOCATION KPI WOTRACK
CONTWARRTY PROBLEM LOCATION
CREATESR QUICKREP PROBLEM
DPLDASSET REPORT QUICKREP
ECOMMADAPT SOLUTION REPORT
ESCALATION SR SOLUTION
FACONFIG TKTEMPLATE SR
FAILURE WOTRACK TKTEMPLATE
INBXCONFIG WOTRACK
INCIDENT
INVENTOR
JOBPLAN
KPI
KPIGCONFIG
KPILCONFIG
LOCATION
NDASSET
NPASSET
PERSON
PERSONGR
PR
PROBLEM
QUICKREP
REPORT
RSCONFIG
SCCONFIG
SEARCHSOL
SELFREG
SLA
SOLUTION
SR
SRVCOMMOD
SRVITEM
STARTCNTR
TKTEMPLATE
USER
VIEWDRFT
VIEWSR
VIEWTMPL
WFADMIN
WFDESIGN
WORKVIEW
WOTRACK

PMPRBOWN ACTION BBOARD ACTIVITY ACTIVITY
BBOARD KPI LOCATION ESCALATION PROBLEM
CHANGEPSWD PROBLEM INCIDENT REPORT
CI QUICKREP KPI SOLUTION
COMMTMPLT REPORT LOCATION SR
CONTLABOR SOLUTION PROBLEM WOTRACK
CONTLEASE SR QUICKREP
CONTMASTER TKTEMPLATE REPORT
CONTPURCH WOTRACK SOLUTION
CONTWARRTY SR
CREATESR TKTEMPLATE
DPLDASSET WOTRACK
ECOMMADAPT
ESCALATION
FACONFIG
FAILURE
INBXCONFIG
INCIDENT
INVENTOR
JOBPLAN
KPI
KPIGCONFIG
KPILCONFIG
LOCATION
NDASSET
NPASSET
PERSON
PERSONGR
PR
PROBLEM
QUICKREP
REPORT
RSCONFIG
SCCONFIG
SEARCHSOL
SELFREG
SLA
SOLUTION
SR
SRVCOMMOD
SRVITEM
STARTCNTR
TKTEMPLATE
USER
VIEWDRFT
VIEWSR
VIEWTMPL
WFADMIN
WFDESIGN
WORKVIEW
WOTRACK
PMUSRADM ACTION ACTION ACTION ACTION
CI COND CITYPE COMPMASTER
ESCALATION IM FEATURE KPI
EXCHANGE INCIDENT FINCNTRL LABOR
EXTSYSTEM INTOBJECT FORGOTPSWD LAUNCH
FACONFIG INTSRV HAZARDS LMO
FAILURE INVOICE IM LOCATION
FEATURE INVOKE INCIDENT MASTERPM
FINCNTRL ITEM INTOBJECT METER
FORGOTPSWD JOBPLAN INTSRV METERGRP
HAZARDS KPI INVENTOR MULTISITE
INVISSUE NDASSET

PMUSRADM IM LABOR INVOICE NPASSET
INBXCONFIG LAUNCH INVOKE PERSON
(continued) INCIDENT LMO ITEM PERSONGR
INTERROR LOCATION JOBPLAN PM
INTMSGTRK MASTERPM KPI PRECAUTN
INTOBJECT METER LABOR PROBLEM
INTSRV METERGRP LABREP PUBLISH
INVENTOR MULTISITE LAUNCH QUAL
INVISSUE PERSON LMO QUICKREP
INVOICE PERSONGR LOCATION RCNASTLINK
INVOKE PM LOGGING RCNASTRSLT
IPC ITEM PO MASTERPM RCNCILINK
JOBPLAN PR METER RCNCIRSLT
KPI PRECAUTN METERGRP RCNCMPRULE
KPIGCONFIG PRIORITY MULTISITE RCNLNKRULE
KPILCONFIG PROBLEM OBJSEARCH RCNTSKFLTR
LABOR PUBLISH PERSON RECONTASK
LABREP QUAL PERSONGR RELATION
LAUNCH QUICKREP PM RELEASE
LMO RCNCMPRULE PO REPORT
LOCATION RCNLNKRULE PR ROLE
LOGGING RCNTSKFLTR PRECAUTN ROUTES
MASTERPM RECONTASK PRIORITY SAFEPLAN
METER RELATION PROBLEM SECURGROUP
METERGRP RELEASE PROPMAINT SETS
MULTISITE REPORT PUBLISH S
NDASSET RFQ QUAL FWLICVIEW
NPASSET ROLE QUICKREP SLA
OBJSEARCH ROUTES RCNASTRSLT SOLUTION
PERSON SAFEPLAN RCNCIRSLT SR
PERSONGR SECURGROUP RCNCMPRULE SRVCOMMOD
PM SELFREG RCNLNKRULE STOREROOM
PO SETS RCNTSKFLTR TAGLOCKS
PR SLA RECEIPTS TKTEMPLATE
PRECAUTN SOLUTION RECONTASK TOOLBOX
PRIORITY SR RELATION USER
PROBLEM SRVCOMMOD RELEASE WFDESIGN
PROPMAINT SRVITEM REPORT WOTRACK
PUBLISH STOREROOM RFQ WSREGISTRY
QUAL TAGLOCKS ROLE
QUICKREP TKTEMPLATE ROUTES
RCNASTLINK TOOL SAFEPLAN
RCNASTRSLT TOOLBOX SECURGROUP
RCNCILINK USER SELFREG
RCNCIRSLT WFDESIGN SETS
RCNCMPRULE WOTRACK SLA
RCNLNKRULE SOLUTION
RCNTSKFLTR SR
RECEIPTS SRMSEARCH
RECONTASK SRVCOMMOD
RELATION SRVITEM
RELEASE STOREROOM
REPORT TAGLOCKS
RFQ ROLE TERMCOND
ROUTES TKTEMPLATE
PMUSRADM RSCONFIG TOOL
SAFEPLAN TOOLBOX
(continued) SCCONFIG TOOLINV
SEARCHSOL USER
SECURGROUP WFDESIGN
SELFREG WORKMAN
SETS WOTRACK
SFWLICVIEW WSREGISTRY
SLA
SOLUTION
SR
SRMSEARCH
SRVCOMMOD
SRVITEM
STARTCNTR
STOREROOM
TAGLOCKS
TERMCOND
TKTEMPLATE
TOOL
TOOLBOX
TOOLINV
USER
VIEWDR
VIEWDRFT
VIEWSR
VIEWTMPL
WFADMIN
WFDESIGN
WORKMAN
WORKVIEW
WOTRACK
WSREGISTRY

PMUSRANAL ACTION BBOARD ACTIVITY ACTIVITY
CI PROBLEM KPI S
COMMTMPLT QUICKREP LOCATION OLUTION
CONTLABOR REPORT PROBLEM SR
CONTLEASE SOLUTION QUICKREP WOTRACK
CREATESR TKTEMPLATE
DPLDASSET WOTRACK
ECOMMADAPT
ESCALATION
FACONFIG
FAILURE
INBXCONFIG
INCIDENT
INVENTOR
JOBPLAN
KPI
KPIGCONFIG
KPILCONFIG
LOCATION
NDASSET
NPASSET
PERSON
PERSONGR
PR
PROBLEM
QUICKREP
REPORT
RSCONFIG
SCCONFIG
SEARCHSOL
SELFREG
SLA
SOLUTION
SR
SRVCOMMOD
SRVITEM
STARTCNTR
TKTEMPLATE
USER
VIEWDRFT
VIEWSR
VIEWTMPL
WFADMIN
WFDESIGN
WORKVIEW
WOTRACK
PMUSRMGR ACTION ASSETCAT ACTIVITY ACTIVITY
CI CREATESR CONTMASTER KPI PROBLEM
COMMTMPLT ESCALATION CONTWARRTY REPORT
CONTLABOR FAILURE ESCALATION SOLUTION
CONTLEASE INCIDENT FAILURE SR
CONTMASTER KPI INCIDENT WOTRACK
CONTPURCH LOCATION KPI
CONTWARRTY PROBLEM LOCATION
CREATESR QUICKREP PROBLEM
DPLDASSET REPORT QUICKREP
ECOMMADAPT SOLUTION REPORT
ESCALATION SR SOLUTION
FACONFIG TKTEMPLATE SR
FAILURE WOTRACK TKTEMPLATE
INBXCONFIG WOTRACK
INCIDENT
INVENTOR
JOBPLAN
KPI
KPIGCONFIG
KPILCONFIG
LOCATION
NDASSET
NPASSET
PERSON
PERSONGR
PR
PROBLEM
QUICKREP
REPORT
RSCONFIG
SCCONFIG
SEARCHSOL
SELFREG
SLA
SOLUTION
SR
SRVCOMMOD
SRVITEM
STARTCNTR
TKTEMPLATE
USER
VIEWDRFT
VIEWSR
VIEWTMPL
WFADMIN
WFDESIGN
WORKVIEW
WOTRACK
Tivoli Service Request Manager

This section describes the best practices content for Service Desk. The best practices
content provides additional content that you can use for ticket applications (Service
Requests, Incidents, and Problems) included in the Service Desk module of IBM
Tivoli Service Request Manager version 7.1.

Introduction to Best practices content for Service Desk
Best practices content for Service Desk includes a number of artifacts that build on
those provided by the IBM Tivoli Service Request Manager 7.1 product. These
artifacts provide a Service Desk offering with more extensive pre-defined
capabilities. The best practices content is based on a standard installation of
production and test environments.
The best practices content includes the following artifacts:

v Security groups that define access to ticket applications corresponding to the user
roles defined by the IBM Tivoli Unified Process.
Security groups let administrative users manage user authorizations and access
rights to sites, applications, storerooms, labor, General Ledger (GL) components,
and other aspects of the organization.
v Start Centers that provide links to actions, applications, and graphs relevant to
the responsibilities of each role.
v Queries that enable quick access to relevant information based on the roles
defined for ticket management.
v Key Performance Indicators (KPIs) that enable an organization to monitor and
measure progress toward organizational goals.
v Communication templates for commonly used email messages.
v Escalations that define the conditions for automatically sending an email with a
specific communication template.
Artifacts included with best practices content

This section describes the security groups, start centers, queries, Key Performance
Indicators (KPIs), communication templates, and escalations that are provided by
the best practices content for Service Desk. It also describes the predefined user
names that are included with the best practices content.
Record Statuses:
This section describes the meaning of the different statuses that can be assigned to
a ticket (service request, incident, or problem).
The query and KPI descriptions in this section of the information center refer to
the status of a ticket (service request, incident, or problem) as new, queued, in
progress, pending, resolved, or closed. The following list shows each status as it is
listed in the Status field of a ticket (for example, INPROG is displayed for a ticket
that is in progress), with a description of what the status means.
v NEW — The initial status of a ticket after you create it or insert it. You cannot
revert to this status after you change it.
v QUEUED — Ticket ownership has been assigned to a person or a group.
Ownership assignment can be made manually or might be made automatically
via workflow, a service level agreement, or other escalation process.
v INPROG — In progress. Someone is working on this ticket. The first time a
ticket reaches this status, the system populates the Actual Start field, if it is
empty.
v PENDING — An action on this ticket is pending (for example, vendor or user
call-back, or waiting for parts).
v RESOLVED — Information has been gathered and routed, service has been
restored or a solution has been provided. The first time a ticket reaches this
status, the system populates the Actual Finish field, if it is empty.
v CLOSED — The ticket becomes a historical record. When a record is closed, you
cannot change the status or edit any part of the record.
Content for service request management:
This section describes the extended function that is included in the best practices
content for the Service Requests application.
Predefined user names
Each security group included in the best practices content is provided with a
predefined user name and password. The user name is the same as the group
name with USR appended. For example, PMUSRADMUSR is the predefined user
name for the PMUSRADM security group. Each user is created with a password
that is set/chosen by the Maximo or Websphere Administrator. If LDAP based
authentication is used (refer to: LDAP authentication), then the password is set to
the WebSphere Administrator password. If Non-LDAP based authentication is used
(refer to: Non LDAP authentication), then the password is set to the Maximo
Administrator password. (See the following section for a full listing of the security
groups that are provided.)
The PMUSRADMUSR user occupies the role of User Contact Administrator. The
User Contact Administrator can create additional users for any security group.
Security groups and start centers
The best practices content package includes security groups for each of the User
Contact Service Desk roles defined in the IBM Tivoli Unified Process (ITUP).
Besides the ITUP user roles, the package includes a User Contact Administrator
security group (named PMUSRADM) that is authorized to access all applications.
The following table lists the security groups for service request management. A
start center is generated for each group.
Security group
name Description Start center template
PMUSRADM User Contact Administrator group. These users PMUSRADM
have rights to every action and every application.
PMUSRMGR User Contact Manager group. These users are PMUSRMGR
responsible for the quality and integrity of the
user contact management process. They interface
with other process managers.
PMUSRANAL User Contact Analyst group. These users are the PMUSRANAL
primary contact for customers, functioning as a
hub between the customer organization and the
IT organization. The User Contact Analyst
typically creates incident tickets and coordinates
their resolution.
Queries
The following table shows the queries that have been added for service request
management. These queries provide quick access to information about current and
historical service requests.

See “Record Statuses” on page 67 for definitions of the statuses referred to in this
table (new, queued, in progress, pending, resolved, and closed). An open service
request is defined as a service request in any status except RESOLVED or
CLOSED.
Clause name Query description

PMSROPEN All open service requests
PMSRMYOPEN My open service requests
PMSRLATE All open service requests that are late or at risk of being late.
v Late refers to an open service request record in which the
date/time shown in the Target Finish field is earlier than the
current date/time, and the Actual Finish field is empty.
v At risk of being late refers to an open service request record in
which the actual start date/time is later than the target start
date/time, or the Actual Start field is empty and the target start
date/time is earlier than the current date/time.
Note that a target finish date is not required. A service request

with no target finish date is not considered late or at risk of being
late because the expected completion date is unknown.
PMSRMYLATE My open service requests that are late or at risk of being late.
See the PMSRLATE query description for definitions of late and at

risk of being late.
PMSRREPURG All open service requests with Urgent Reported Priority
PMSRINTURG All open service requests with Urgent Internal Priority
Key Performance Indicators
The following table shows the Key Performance Indicators (KPIs) that have been
added for user contact management.
KPI name KPI description

PMSRLATEWO Number of late work orders or work orders at risk of being late
from all open service requests.
See the PMSRLATE query description for definitions of late and at

risk of being late.
PMSRAVGTI Average process time per service request in hours
PMSROPEN Service requests that are currently in progress
PMSRWAPP Open service requests that have work orders that are waiting for
approval
PMSRURG Open service requests marked Urgent Priority (internally)
PMSRHIGH Open service requests marked High Priority (internally)
Communication templates and escalations
The best practices content includes predefined communication templates that the
service desk analyst can use to send a communication to other users.
Communications that use predefined templates are automatically sent to the
Reported By and Affected Person users shown on the service request record when
certain conditions occur, such as a change in the status of the service request.
The following table lists the predefined communication templates provided for the
Service Requests application. Each template is identified by a template name and
title. The names and titles of the predefined communication templates are
displayed in the list of available templates when a service desk analyst manually
creates a communication using a template.
If a template is used in an automatic communication, the Automatic Notification

column describes the condition under which the notification is sent. The Escalation
column lists the predefined escalation that triggers the notification. The predefined
escalations are run once a day. An administrator can make changes to the
automatic notification behavior provided with the product by modifying or
removing the associated escalations. For example, the ESCSRCLS10 escalation,
which triggers a notification 10 days after a service request is resolved, can be
re-configured to a different number of days.
The predefined templates that are used in automatic notifications include the
primary email addresses of the Reported By and Affected Person users in the To:
field of the template. When manually creating a communication using one of these
templates, the service desk analyst can change these addresses to specify a
different recipient or recipients.
Table 12. Predefined communication templates and automatic notifications for the Service Requests application
Template
name Template title Template description Automatic notification Escalation
CTSRNEW Service request Notifies the recipients that a This communication is ESCSRNEW
has been created service request record has been automatically sent to the
created. The e-mail message Reported By and Affected
includes the current status of Person users within one day
the service request and the after a service request is
internal priority. opened.
CTSRRES Service request is Notifies the recipients that the This communication is ESCSRRES
resolved service request has been automatically sent to the
resolved. The e-mail message Reported By and Affected
includes the reported date of Person users within one day
the service request, after the service request status
classification, and description. changes to RESOLVED.
CTSRCLS Service request is Notifies the recipients that the This communication is ESCSRCLS
closed service request has been closed. automatically sent to the
The e-mail message includes Reported By and Affected
the reported date of the service Person users within one day
request, classification, and after the service request status
description. changes to CLOSED.

Table 12. Predefined communication templates and automatic notifications for the Service Requests
application (continued)
Template
name Template title Template description Automatic notification Escalation
CTSRCLS10 Service request is This template is the same as After a service request has ESCSRCLS10
closed the CTSRCLS template, but the been in RESOLVED status for
conditions for automatic 10 or more days, the service
notification are different. request is automatically
changed to CLOSED status
and this communication is
sent to the Reported By and
Affected Person users within
one day after the service
request is closed.
The ESCSRCLS and

ESCSRCLS10 escalations are
coordinated so that only one
notification is sent in case of a
conflict.
CTSRASN Service request is Notifies all members of an The logged-in user must none
assigned owner group that a new create a communication to
service request has been send this e-mail notification.
assigned to the group and It is not automatic.
encourages anyone in the
group to take ownership. The
e-mail message includes the
service request name,
description, internal priority,
affected person, and reported
date.
Content for incident management:
This topic describes the extended function provided by the best practices content
for the Incidents application.
name with USR appended. For example, PMINCADMUSR is the predefined user
name for the PMINCADM security group. Each user is created with a password
Administrator password. (See the following section for a full listing of the security
groups that are provided.)
The PMINCADMUSR user occupies the role of Incident Administrator. The

Incident Administrator can create additional users for any security group.
The best practices content package includes security groups for each of the
Incident Management Service Desk roles defined in the IBM Tivoli Unified Process
(ITUP). Besides the ITUP user roles, the package includes an Incident
Administrator security group (named PMINCADM) that is authorized to access all
applications.
The following table lists the security groups for incident management. A start
center is generated for each group.
Security group
PMINCADM Incident Administrator group. These users have PMINCADM
rights to every action and every application.
PMINCMGR Incident Manager group. These users create the PMINCMGR
activities and policies for an incident
management organization. The Incident Manager
monitors how well the incident process is
implemented for the entire site, organization, or
Maximo installation.
PMINCOWN Incident Owner group. These users oversee the PMINCOWN
handling of an incident, bringing in analysts and
specialists as needed. The Incident Owner is
responsible for bringing the incident to closure.
PMINCANAL Incident Analyst group. These users are subject PMINCANAL
matter experts in one or more areas. The Incident
Analyst is responsible for analyzing an incident
or solution in order to restore a service as soon as
possible.
Queries
The following table shows the queries that have been added for incident
historical incidents.
table (new, queued, in progress, pending, resolved, and closed). An open incident is
defined as an incident in any status except RESOLVED or CLOSED.

PMINCOPEN All open incidents
PMINCMYOPEN My open incidents

PMINCLATE All open incidents that are late or at risk of being late.
v Late refers to an open incident record in which the date/time
shown in the Target Finish field is earlier than the current
date/time, and the Actual Finish field is empty.
v At risk of being late refers to an open incident record in which the
actual start date/time is later than the target start date/time, or
the Actual Start field is empty and the target start date/time is
earlier than the current date/time.
Note that a target finish date is not required. An incident with no

target finish date is not considered late or at risk of being late
because the expected completion date is unknown.
PMINCMYLATE My open incidents that are late or at risk of being late.
See the PMINCLATE query description for definitions of late and

at risk of being late.
PMINCREPURG All open incidents with Urgent Reported Priority
PMINCINTURG All open incidents with Urgent Internal Priority
added for incident management.

PMINCLATEA Number of late activities or activities at risk of being late from all
open incidents.
See the PMINCLATE query description for definitions of late and

PMINCAVGTI Average process time per incident in hours
PMINCOPEN Incidents that are currently open
PMINCWAPP Open incidents that have activities that are waiting for approval
PMINCURG Open incidents marked Urgent Priority (internally)
PMINCHIGH Open incidents marked High Priority (internally)
Reported By and Affected Person users shown on an incident record when certain
conditions occur, such as a change in the status of the incident.
Incidents application. Each template is identified by a template name and title. The
names and titles of the predefined communication templates are displayed in the
list of available templates when a service desk analyst manually creates a
communication using a template.
removing the associated escalations. For example, the ESCINCCLS10 escalation,
which triggers a notification 10 days after an incident is resolved, can be
primary email addresses of the Reported By and Affected Person users in the To:
templates, the service desk analyst can change these addresses to specify a
different recipient or recipients.
Table 13. Predefined communication templates and automatic notifications for the Incidents application
Template name Template title Template description Automatic notification Escalation
CTINCNEW Incident has Notifies the recipients that an This communication is ESCINCNEW
been created incident record has been automatically sent to the
created. The e-mail message Reported By and Affected
includes the current status of Person users within one
the incident and the internal day after an incident is
priority. opened.
CTINCRES Incident is Notifies the recipients that the This communication is ESCINCRES
resolved incident has been resolved. The automatically sent to the
e-mail message includes the Reported By and Affected
reported date of the incident, Person users within one
classification, description, and day after the incident
solution details. status changes to
RESOLVED.
CTINCCLS Incident is Notifies the recipients that the This communication is ESCINCLS
closed incident has been closed. The automatically sent to the
e-mail message includes the Reported By and Affected
reported date of the incident, Person users within one
classification, description, and day after the incident
solution details. status changes to
CLOSED.
CTINCCLS10 Incident is This template is the same as After an incident has been ESCINCCLS10
closed the CTINCCLS template, but in RESOLVED status for
the conditions for automatic 10 or more days, the
notification are different. incident is automatically
changed to CLOSED
status and this
communication is sent to
the Reported By and
Affected Person users
within one day after the
incident is closed.
The ESCINCCLS and

ESCINCCLS10 escalations
are coordinated so that
only one notification is
sent in case of a conflict.

Table 13. Predefined communication templates and automatic notifications for the Incidents application (continued)
CTINCASN Incident is Notifies all members of an The logged-in user must none
assigned owner group that a new create a communication to
incident has been assigned to send this e-mail
the group and encourages notification. It is not
anyone in the group to take automatic.
ownership. The e-mail message
includes the incident name,
description, internal priority,
affected person, and reported
date.
Content for problem management:
This section describes the extended function provided by the best practices content
for the Problems application.
name with USR appended. For example, PMPRBADMUSR is the predefined user
name for the PMPRBADM security group. Each user is created with a password
Administrator password (See the following section for a full listing of the security
groups that are provided).
The PMPRBADMUSR user occupies the role of Problem Administrator. The

Problem Administrator can create additional users for any security group.
The best practices content package includes security groups for each of the
Problem Management Service Desk roles defined in the IBM Tivoli Unified Process
(ITUP). Besides the ITUP user roles, the package includes a Problem Administrator
security group (named PMPRBADM) that is authorized to access all applications.
The following table lists the security groups for problem management. A start
center is generated for each group.
Security group
PMPRBADM Problem Administrator group. These users have PMPRBADM
rights to every action and every application.
PMPRBMGR Problem Manager group. These users are PMPRBMGR
responsible for the quality and integrity of the
problem management process. The Problem
Manager interfaces with other process managers
and serves as the focal point for escalation.
Security group
PMPRBOWN Problem Owner group. These users oversee the PMPRBOWN
handling of a problem, bringing in analysts and
specialists as needed. The Problem Owner is
responsible for bringing the problem to closure.
PMPRBANAL Problem Analyst group. These users are subject PMPRBANAL
matter experts in one or more areas. The Problem
Analyst discovers incident trends, identifies
problems, and determines the root cause of
problems.
Queries
The following table shows the queries that have been added for problem
historical problems.
table (new, queued, in progress, pending, resolved, and closed). An open problem is
defined as a problem in any status except RESOLVED or CLOSED.

PMPRBOPEN All open problems
PMPRBMYOPEN My open problems
PMPRBLATE All open problems that are late or at risk of being late.
v Late refers to an open problem record in which the date/time
shown in the Target Finish field is earlier than the current
date/time, and the Actual Finish field is empty.
v At risk of being late refers to an open problem record in which
the actual start date/time is later than the target start date/time,
or the Actual Start field is empty and the target start date/time
is earlier than the current date/time.
Note that a target finish date is not required. A problem with no

target finish date is not considered late or at risk of being late
because the expected completion date is unknown.
PMPRBMYLATE My open problems that are late or at risk of being late.
See the PMPRBLATE query description for definitions of late and

PMPRBREPURG All open problems with Urgent Reported Priority
PMPRBINTURG All open problems with Urgent Internal Priority
added for problem management.

PMPRBLATEA Number of late activities or activities at risk of being late from all
open problems.
See the PMPRBLATE query description for definitions of late and

PMPRBAVGTI Average process time per problem in hours
PMPRBOPEN Problems that are currently in progress
PMPRBWAPP Open problems that have activities that are waiting for approval
PMPRBURG Open problems marked Urgent Priority (internally)
PMPRBHIGH Open problems marked High Priority (internally)
Reported By and Affected Person users shown on the problem record when certain
conditions occur, such as a change in the status of the problem.
Problems application. Each template is identified by a template name and title. The
names and titles of the predefined communication templates are displayed in the
list of available templates when a service desk analyst manually creates a
communication using a template.

removing the associated escalations. For example, the ESCPRBCLS10 escalation,
which triggers a notification 10 days after a problem is resolved, can be
primary e-mail addresses of the Reported By and Affected Person users in the To:
templates, a service desk analyst can change these addresses to specify a different
recipient or recipients.
Table 14. Predefined communication templates and automatic notifications for the Problems application
CTPRBRES Problem is Notifies the recipients that the This communication is ESCPRBRES
resolved problem has been resolved. automatically sent to the
The e-mail message includes Reported By and
the reported date of the Affected Person users
problem, classification, within one day after the
description, and solution problem status changes
details. to RESOLVED.
Table 14. Predefined communication templates and automatic notifications for the Problems application (continued)
CTPRBCLS Problem is Notifies the recipients that the This communication is ESCPRBCLS
closed problem has been closed. The automatically sent to the
e-mail message includes the Reported By and
reported date of the problem, Affected Person users
classification, description, and within one day after the
solution details. problem status changes
to CLOSED.
CTPRBCLS10 Problem is This template is the same as After a problem has ESCPRBCLS10
closed the CTPRBCLS template, but been in RESOLVED
the conditions for automatic status for 10 or more
notification are different. days, the problem is
automatically changed
to CLOSED status and
this communication is
sent to the Reported By
and Affected Person
users within one day
after the problem is
closed.
The ESCPRBCLS and

ESCPRBCLS10
escalations are
coordinated so that only
one notification is sent
in case of a conflict.
CTPRBASN Problem is Notifies all members of an The logged-in user must none
assigned owner group that a new create a communication
problem has been assigned to to send this e-mail
the group and encourages notification. It is not
anyone in the group to take automatic.
ownership. The e-mail
message includes the problem
name, description, internal
priority, affected person, and
reported date.
Known limitations, problems, and workarounds

This section provides solutions for problems that you might encounter while using
best practices content for Service Desk.

Problem Solution
After you install the best practices content and You must configure the default site and storeroom values for the
log on to IBM Tivoli Service Request Manager administrative user in order to create tickets. To configure these
7.1 using one of the administrator user IDs default values, perform the following steps:
and passwords (PMUSRADMUSR, 1. Select Security → Users from the Go To menu.
PMINCADMUSR, or PMPRBADMUSR), the
2. In the User column, search for and click the administrator user
following message is displayed when you try
ID (PMUSRADMUSR, PMINCADMUSR, or PMPRBADMUSR)
to create a new service request, incident, or
to display values for this user.
problem:
3. In the User Settings section, click the Select Value icon beside
Cannot insert/update a record without a the Default Insert Site field, and select the default insert site
default insert site from the popup dialog. The dialog closes, and the Default
Insert Site field is populated with the value you selected.
4. Click the Select Value icon beside the Default Storeroom field,
and select a default storeroom from the popup dialog. The
Default Storeroom field is populated with the selected value.
5. Click the Save User icon to save your new values.
You want to modify or delete one or more You must be logged in under one of the following administrator
queries provided by the best practices content user IDs to modify or delete the queries that are included with the
but are not able to do so. best practices content: PMUSRADMUSR for Service Request
queries, PMINCADMUSR for Incident queries, or PMPRBADMUSR
for Problem queries.
Complete the following steps to modify or delete a query:

1. On the List tab of the ticket application, select View/Manage
Queries from the Save Query dropdown menu.
The View/Manage dialog box displays a list of queries that you
modify or delete.
2. You can edit the Description, Default? or Public? fields.
If you want to edit the SQL WHERE clause, click the twistie
icon next to the name of the query. The SQL WHERE clause is
displayed in the details section of the dialog box.
3. To mark a query for deletion, click the trash icon at the end of
the row.
4. Click OK to save your changes and close the dialog. Any
queries that you marked for deletion are deleted.
Problem Solution
The Start Center does not display any KPI Update the JVM setting on the IBM WebSphere or BEA WebLogic
charts. The message "No data available to application server that supports your Maximo installation.
generate the chart" is displayed instead. v Complete the following steps for an IBM WebSphere server:
1. Log on to the WebSphere Administrative Console.
2. Expand the Servers node in the navigation pane and select
Application servers.
3. Click the MAXIMOSERVER link in the work area.
4. Under Server Infrastructure, expand Java and Process
Management.
5. Click Process Definitions.
6. Under Additional Properties, click Java Virtual Machine.
7. In the Generic JVM Arguments box, add the following
setting:
-Djava.awt.headless=true
v Complete the following steps for a BEA WebLogic server:
1. Open a command prompt on the WebLogic server.
2. Navigate to the following directory, where WebLogic_install_dir
is the directory where the BEA WebLogic server is installed:
WebLogic_install_dir/user_projects/domains/maximo
3. Open the startWebLogic.cmd file (on Windows) or
startWebLogic.sh file (on Linux or UNIX).
4. Append the following setting to the JAVA_OPTIONS variable:
-Djava.awt.headless=true
Example:
set JAVA_OPTIONS=-Djava.awt.headless=true
5. Save the file and exit.
Classification content for Service Desk

Service Request Manager provides a set of classifications for Service Desk that you
can optionally install.
Classifying a Service Desk ticket helps agents and managers search for applicable
solutions, enter the record into work flow, and escalate the ticket for further
attention. During installation of Service Request Manager, you can optionally select
SRM Service Desk Content - Classification to install a set of predefined
classifications, listed in the following table.
Additionally, classifications for Tivoli's Monitoring for Energy Management

products, including Rack Server, System z10, BladeCenter, PDU, CRAC, and
Sensors are included in the Best Practices package.
Each classification has a numerical classification ID and a text description.
classificationid Description
21 IT Issue
2101 Hardware Issue
210101 Desktop Hardware Issue
21010101 Boot Issue

21010102 Drive Issue
21010103 Data Issue
21010104 Monitor Issue
21010105 Other
21010106 Power / Battery
210102 Laptop Hardware Issue
21010201 Boot Issue
21010203 Data Issue
21010205 Monitor / LCD Issue
21010206 Other
210103 Printer Hardware Issue
21010301 Toner Low
21010302 Quality issue
21010303 Noise Issue
21010304 Smell
21010305 Paper Jam
21010306 Paper Issue
21010307 Other
210104 Server Hardware Issue
21010401 Boot Issue
21010403 Data Issue
21010404 Monitor Issue
21010405 Other
210105 Hand Held Hardware Issue
21010502 Syncronization Problem
21010503 Other
21010504 Not Working
21010505 Connection Issue
21010506 Other
210106 Other Hardware Issue
2102 Software issue
210201 Email Issue
21020101 Replicate Problem
21020102 Mailbox Issue
21020104 Password Reset
210202 Office Issue
21020201 Excel issue
21020202 Word Issue
21020203 Access Issue
21020204 Visio Issue
21020205 PowerPoint Issue
21020206 Project Issue
21020207 Internet Explorer Issue
210203 Operating System Issue
21020301 Other
21020302 UNIX Issue
21020303 Windows 2000 Issue
21020304 Windows NT Issue
21020305 Windows XP Issue
21020306 MAC Issue
21020307 Linux Issue
210204 Other Software issue
2103 Network Issue
210301 Security Issue
21030101 Blocked Access
210302 LAN Issue
21030201 Performance Issue
210303 WAN Issue
210304 Internet Issue
2104 Telecommunications Issue
210401 Cellular Issue
21040101 Quality Issue
21040105 Other
210402 Calling Card Issue
21040201 New Card Needed
21040203 Other
210403 Home Office Issue

21040301 Other
210404 Office Phone Issue
21040401 Other
210405 Other Telecoms Issue
2105 Office Equipment Issue
210501 Copier Machine issue
21050103 Smell
21050104 Paper Jam
21050106 Other
210502 Fax Machine Issue
21050203 Smell
21050204 Paper Jam
21050206 Other
210503 Shredder Issue
21050302 Smell
21050303 Paper Jam
21050305 Other
210504 Other Office Equipment Issue
2106 Audio Visual Issue
210601 Video/Projector Issue
210602 Screen Issue
210603 Wireless Control Issue
210604 TV Issue
210605 Other Audiovisual Issue
31 IT Request
3101 Hardware Request
3102 Software Request
3103 Networks Request
3104 Telecommunications Request
3105 Office Equipment Request
3106 Audiovisual Request
39000000 Electric Systems
39120000 Electrical Equipment
39121000 Power Conditioning
39121011 Uninterruptible Power Supply
43000000 IT
43200000 Components
43201400 System Cards
43201402 Memory Module Card
43201404 Network Interface Card
43201539 Console Controller Mainframe
43201540 Channel Converter
43201541 Channel to Channel Interface Mainframe
43201542 Control Unit
43201543 Coupler Facility Mainframe
43201544 Interface Bus Converter or Controller
43201558 Fibre Channel Controller
43201618 Computer Rack
43201800 Media Storage Device
43201802 Hard Disk Array
43201803 Hard Disk Drive
43201806 Tape Arrays
43201807 Tape Drive
43210000 Computer Equipment
43211500 Computer
43211501 Computer Servers
43211502 High End Computer Servers
43211503 Notebook Computers
43211504 Personal Digital Assistant PDAs or organizers

43211505 Point of Sale POS Terminal
43211506 Thin Client Computers
43211507 Desktop Computers
43211508 Personal Computers
43211509 Tablet Computers
43211510 Mainframe console or Dumb Terminals
43211512 Mainframe Computers
43212100 Computer Printer
43212105 Laser Printers
43222500 Network Security
43222501 Firewall Network Security Equipment
43222600 Network Service
43222605 Network Gateway
43222609 Network Routers
43222610 Network Service Concentrators or Hubs
43222627 Integrated Services Digital Network ISDN Access Device
43223306 Network System Cabinet or Enclosure
43230000 Software
43231500 Application Software
43233000 Operating System
43233002 Network Operation System Software
43233004 Operating System Software
48000000 Service Industry
48110000 Vending Machines
48110400 Currency Vending
48110001 Automated Teller Machines (ATMs)
61 Other Calls
6101 Password Reset
6102 Informational
6103 Misdirected
81000000 IT Services
81500000 Enterprise Change
81505000 Software
81505100 Application
81505200 Hardware
81505300 Environment
81505400 Network
81505500 Security
81505600 Process
81510000 IMAC
81515000 Install
81510100 Move
81510150 Individual Person Move
81515151 Group of People Move
81515152 Telephone Handset Move
81515153 Telephone Number Move
81515154 Individual PC Move
81515155 Multiple PC Move
81515200 Add
81515300 Change
Demo data for Service Desk

This section lists and describes sample person groups, security groups, users,
assets, organizations, and companies that are provided with the Service Desk
module of IBM Tivoli Service Request Manager 7.1. This demo data is displayed in
the Service Desk applications if you loaded demo data using the -loadsampdata
flag when you installed Service Request Manager.
You can use the demo data as a base for developing your own definitions for
person and security groups, users, assets, and companies.
All sample person groups
The sample data includes the following definitions for person groups. A person
group is identified by the persongroupid attribute value:
v SRMHARD
v SRMNET
v SRMEMAIL
v SRMTIER1
v SRMTIER2
All sample security groups
The sample data includes the following definitions for security groups. A security
group is identified by the securitygroupid attribute value:
v PMINCADM
v PMINCMGR
v PMINCOWN
v PMINCANAL
v PMPRBADM
v PMPRBMGR
v PMPRBANAK
v PMUSRADM
v PMUSRMGR
v PMUSRANAL

All sample users
The following table lists all of the user definitions that are provided with the
sample data. Each user has a defined value for the login, name, and email
attributes. Some users also have a securitygroupid value, a persongroupid value,
or both.
login name email securitygroupid persongroupid

twhite Thomas White twhite@acore.org PMINCADM
philipc Philip Campbell philipc@acore.org PMPRBADM
lindac Linda Carter lindac@acore.org PMUSRADM
kimwill Kimberly Williams kimwill@acore.org PMINCMGR
Johnson
jefftyler Jeff Tyler jefftyler@acore.org PMPRBMGR
susang Susan Garcia susang@acore.org PMUSRMGR
sophieca Sophie C. Allen sophieca@acore.org PMINCASGN SRMHARD
halliem Hallie R. Moroles halliem@acore.org PMINCASGN SRMNET
patriciajs Patricia J. Smith patriciajs@acore.org PMINCASGN SRMEMAIL
rogerw Roger R. Wilson rogerw@acore.org PMPRBASGN SRMHARD,SRMNET
victoriaa Victoria Andrew victoriaa@acore.org PMPRBASGN SRMEMAIL
randallss Randall S. Scott randallss@acore.org PMPRBANAL SRMHARD,SRMNET
bernitar Bernita Rogers bernitar@acore.org PMPRBANAL SRMEMAIL
aureliog Aurelio Gottschalk aureliog@acore.org PMINCANAL SRMHARD
Jones
zamorad Denise W. Zamora zamorad@acore.org PMINCANAL SRMHARD
amandag Amanda I. Gilhooley amandag@acore.org PMINCANAL SRMNET
jeffbolton Jeffrey V. Bolton jeffbolton@acore.org PMINCANAL SRMEMAIL
ruthharper Ruth Harper ruthharper@acore.org PMINCANAL SRMTIER1
jennybraun Jenny T. Braun jennybraun@acore.org PMINCANAL SRMTIER2
margareta Margaret K. Alley margareta@acore.org PMUSRANAL SRMHARD
brucec Bruce Chapman brucec@acore.org PMUSRANAL SRMHARD
robertpr Robert Pryor robertpr@acore.org PMUSRANAL SRMHARD
carlenel Carlene Lindsey carlenel@acore.org PMUSRANAL SRMNET
lauriecm Laurie Carlton Means lauriecm@acore.org PMUSRANAL SRMEMAIL
kerrycar Kerry Carbone Lacher kerrycar@acore.org PMUSRANAL SRMTIER1
victorwa Victor Wick Abel victorwa@acore.org PMUSRANAL SRMTIER2
khadley Kenneth N. Hadley khadley@acore.org
sallydo Sally D. Dooley sallydo@acore.org
chrisrob Christopher A. chrisrob@acore.org
Robinson
velmasm Velma S. Mills velmasm@acore.org
randymack Randy S. Mack randymack@acore.org
benjaminw Benjamin M. Wright benjaminw@acore.org
chriscobb Christine S. Cobb chriscobb@acore.org
billiekc Billie K. Cordero billiekc@acore.org
login name email securitygroupid persongroupid
luisgiff Luis V. Gifford luisgiff@acore.org
jamesjs James J. Stringer jamesjs@acore.org
diannaa Dianna A. Treadwell diannaa@acore.org
stephaniem Stephanie M. Taylor stephaniem@acore.org
brianbm Brian B. Mccarver brianbm@acore.org
kitchensl Lena Kitchens kitchensl@acore.org
marvinsm Marvin S. marvinsm@acore.org
Mangicavallo
kendraer Kendra E. Rice kendraer@acore.org
crockere Edward Crocker crockere@acore.org
cathyek Cathy E. Kuntz cathyek@acore.org
evanlan Evan Landry evanlan@acore.org
jameskw James K. West jameskw@acore.org
lisaco Lisa C. Osborne lisaco@acore.org
bernardjk Bernard J. Kimmel bernardjk@acore.org
glennrose Glenn L. Rose glennrose@acore.org
leithb Barbara J. Leith leithb@acore.org
williepc Willie P. Coleman williepc@acore.org
cliffordeh Clifford E. Harris cliffordeh@acore.org
paulbj Paul B. Jankowski paulbj@acore.org
marjoriej Marjorie J. Wicker marjoriej@acore.org
donnaw Donna Wheeler donnaw@acore.org
All sample users with security group IDs
The following table lists all of the sample definitions for users that have the a
securitygroupid attribute value. Some of these sample user definitions also have
persongroupid values defined.
login name securitygroupoid persongroupid

twhite Thomas White PMINCADM
philipc Philip Campbell PMPRBADM
lindac Linda Carter PMUSRADM
kimwill Kimberly Williams Johnson PMINCMGR
jefftyler Jeff Tyler PMPRBMGR
susang Susan Garcia PMUSRMGR
sophieca Sophie C. Allen PMINCASGN SRMHARD
halliem Hallie R. Moroles PMINCASGN SRMNET
patriciajs Patricia J. Smith PMINCASGN SRMEMAIL
rogerw Roger R. Wilson PMPRBASGN SRMHARD,SRMNET
victoriaa Victoria Andrew PMPRBASGN SRMEMAIL
randallss Randall S. Scott PMPRBANAL SRMHARD,SRMNET

login name securitygroupoid persongroupid
bernitar Bernita Rogers PMPRBANAL SRMEMAIL
aureliog Aurelio Gottschalk Jones PMINCANAL SRMHARD
zamorad Denise W. Zamora PMINCANAL SRMHARD
amandag Amanda I. Gilhooley PMINCANAL SRMNET
jeffbolton Jeffrey V. Bolton PMINCANAL SRMEMAIL
ruthharper Ruth Harper PMINCANAL SRMTIER1
jennybraun Jenny T. Braun PMINCANAL SRMTIER2
margareta Margaret K. Alley PMUSRANAL SRMHARD
brucec Bruce Chapman PMUSRANAL SRMHARD
robertpr Robert Pryor PMUSRANAL SRMHARD
carlenel Carlene Lindsey PMUSRANAL SRMNET
lauriecm Laurie Carlton Means PMUSRANAL SRMEMAIL
kerrycar Kerry Carbone Lacher PMUSRANAL SRMTIER1
victorwa Victor Wick Abel PMUSRANAL SRMTIER2
All sample users with person group IDs

The following table lists all of the sample definitions for users that have the a
persongroupid attribute value. All of these sample user definitions also have
securitygroupid values defined.
login name securitygroupid persongroupid

sophieca Sophie C. Allen PMINCASGN SRMHARD
halliem Hallie R. Moroles PMINCASGN SRMNET
patriciajs Patricia J. Smith PMINCASGN SRMEMAIL
rogerw Roger R. Wilson PMPRBASGN SRMHARD,SRMNET
victoriaa Victoria Andrew PMPRBASGN SRMEMAIL
randallss Randall S. Scott PMPRBANAL SRMHARD,SRMNET
bernitar Bernita Rogers PMPRBANAL SRMEMAIL
aureliog Aurelio Gottschalk Jones PMINCANAL SRMHARD
zamorad Denise W. Zamora PMINCANAL SRMHARD
amandag Amanda I. Gilhooley PMINCANAL SRMNET
jeffbolton Jeffrey V. Bolton PMINCANAL SRMEMAIL
ruthharper Ruth Harper PMINCANAL SRMTIER1
jennybraun Jenny T. Braun PMINCANAL SRMTIER2
margareta Margaret K. Alley PMUSRANAL SRMHARD
brucec Bruce Chapman PMUSRANAL SRMHARD
robertpr Robert Pryor PMUSRANAL SRMHARD
carlenel Carlene Lindsey PMUSRANAL SRMNET
lauriecm Laurie Carlton Means PMUSRANAL SRMEMAIL
kerrycar Kerry Carbone Lacher PMUSRANAL SRMTIER1
victorwa Victor Wick Abel PMUSRANAL SRMTIER2
All sample assets
The following table lists all of the sample asset definitions that are provided. Each
asset has values for the assetnum, serialnum, location, description, vendor,
manufacturer, purchaseprice, siteid, orgid, itemsetid, assettype, and status
attributes.
assetnum serialnum location description vendor manufacturer purchaseprice siteid orgid itemsetid assettype status
SRMPC SRM20071008 SRMSITE SRM SRMVEN SRMMAN 1250 SRMSITE SRMORG SRMISET IT OPERATING
Notebook
Computer
SRMEMAIL SRM10082007 SRMSITE SRM Email SRMVEN SRMMAN 1250 SRMSITE SRMORG SRMISET IT OPERATING
Server
SRMPRINTER SRM1192007 SRMSITE SRM Printer SRMVEN SRMMAN 350 SRMSITE SRMORG SRMISET IT OPERATING
SRMPHONE SRM92737 SRMSITE SRM Office SRMVEN SRMMAN 35 SRMSITE SRMORG SRMISET IT OPERATING
Phone
SRMDISPLAY SRM92137 SRMSITE SRM SRMVEN SRMMAN 280 SRMSITE SRMORG SRMISET IT OPERATING
Monitor
SRMMOUSE SRM19277 SRMSITE SRM Mouse SRMVEN SRMMAN 12 SRMSITE SRMORG SRMISET IT OPERATING
SRMSCANNER SRM10077 SRMSITE SRM SRMVEN SRMMAN 280 SRMSITE SRMORG SRMISET IT OPERATING
Scanner
SRMSERVER SRM887636 SRMSITE SRM Server SRMVEN SRMMAN 8280 SRMSITE SRMORG SRMISET IT OPERATING
Sample organization
The following table shows the sample organization definition is included with the
sample data. This sample organization has values for the name, currency, sets,
site, and address attributes.
name currency sets site address

SRMORG USD SRMSET SRMCSET SRMSITE SRMMA
Sample companies
The following table shows the sample company definitions that are provided with
the sample data. These company definitions have values for the name, description,
currency, and type attributes.
name description currency type

SRMMAN SRM Manufacturer USD MANUFACTURER
Company
SRMVEN SRM Vendor Company USD VENDOR

Service Catalog content
Service Catalog content is an optional package that can be installed. The package
includes both base and service-specific content.
Base content elements that are not specific to a particular service include security
groups, users, persons, person groups, start centers, queries and Key Performance
Indicators (KPIs). Service-specific content varies depending upon the particular
service implementation.
The services can include any of the following elements:

v Catalogs
v Fulfillment options
v Job plans
v Ticket templates
v Response plans
v Workflows (roles, actions)
v Specific custom classes
v Integration modules
v Launch in Context entries
v Service offering presentation dialogs
The following sections will provide additional details about the content delivered
with the Service Catalog.
When the optional content package is not installed, additional configuration will be
required. See the Configuring Service Catalog without optional content document for
additional information.
Base content
Security groups
Security groups let administrative users manage user authorizations and access
rights to sites, applications, storerooms, labor, general ledger (GL) components, and
other aspects of the organization.
To view the current application authorization configuration, use the following SQL
query:
select * from APPLICATIONAUTH where GROUPNAME like ’PMSC%’ and
OPTIONNAME in (’OPEN’, ’READ’, ’SAVE’, ’DELETE’) order by GROUPNAME, APP
Security groups have been created for each of the Service Catalog roles. In
addition, a Service Catalog Administrator security group that is authorized to
access all base applications has been defined. The names and responsibilities of
each of these are described in the table below. The table also identifies the start
center associated with each service group. The start centers contain the links,
queries, and KPIs pertinent to the job functions of a particular role.
Table 15. Security groups for Service Catalog roles
Security group name Description Responsibilities Start center template
PMSCADM Service Catalog These users have 72Template-
Administrator rights to every action PMSCADM
and application.
Table 15. Security groups for Service Catalog roles (continued)
PMSCSDGN Service Designer This role is a 72Template-
specialization of the PMSCSDGN
Service Level
Manager or Service
Level Administrator
role. The Service
Level Manager is
responsible for
creating the service
catalog and defining
what the service is all
about.
PMSCSDM Service Delivery In the Service 72Template-
Manager Catalog, this role is PMSCSDM
responsible for
identifying how a
service defined by
the Service Designer
is fulfilled.
PMSCSEM Service Execution A role that is 72Template-
Manager responsible for PMSCSEM
overseeing the
fulfillment of the
service requisitions in
the Service Catalog.
PMSCUCA User Contact Analyst This is a role that, in 72Template-
the context of the PMSCUCA
Service Catalog,
manages (analyzes,
receives, and
approves) the service
requisition as part of
the Service Order
Planning phase.

Table 15. Security groups for Service Catalog roles (continued)
PMSCOA Operations Analyst 72Template-PMSCOA
This role represents
the fulfillment
operations. A user in
this role works under
supervision of the
Service Execution
Manager and is
responsible for:
v Performing all
operational
processes and
procedures of the
order planning and
fulfillment,
ensuring that all IT
services and
infrastructure meet
operational targets
v Running and
monitoring
infrastructure
components
PMSCOS Operations Specialist This role represents 72Template-PMSCOS
the person that
performs the work
items. Operations
Specialists often
specialize by
platform or
application.
PMSCSRU Service Requisition The Service 72Template-
User Requisition (Service PMSCSRU
Requestor) User is
based on the role of
the User. In the
Service Catalog, the
Service Requisition
User searches for and
requisitions services
from the catalog,
consults on status of
the requisitioned
services and receives
the services
performed by the IT
organization.
SRMSELFSERVICE Self Service User The user has access 72Template-
to Service Desk and SRMSELFSERV
Service Catalog Self
Service applications
and the Self Service
Center.
Security group application authorization
The system allows an administrator to specify which applications that a security
group can access.
The table below defines which applications each of the Service Catalog security
groups will have access to along with the type of access. R is Read, I is Insert, S is
Save, and D is Delete.
Application Applicaton Name PMSCADM PMSCSDGN PMSCSDM PSMCSEM PMSCUCA PMSCOA PMSCOS PMSCSRU SRMSELFSERVICE
Actions ACTION RISD RISD
Activities and ACTIVITY RSD R R RSD RSD RSD RS R
Tasks
Application DESIGNER RIS RIS RIS RIS
Designer
Assets ASSET RISD R R R R R R
Asset Link RCNASTLINK RD
Results
Assignment WORKMAN RS RS
Manager
Bulletin Board BBOARD RISD RISD RISD RISD RISD RISD RISD RISD
Calendars CALENDR RISD RISD
Catalogs PMSCCATALG RIS RIS R RIS R R
Change CHANGEPSWD RS
Password
Chart of CHRTACCT RS
Accounts
CI Link Results RCNCILINK RD
CI Types CITYPE RS
Classifications ASSETCAT RISD RISD R R R R R R
Collections COLLECTION RISD
Communication COMMTMPLT RISD RISD RISD RISD RISD RISD
Templates
Companies COMPANY RISD RISD R RISD RISD
Company COMPMASTER RISD RISD RISD RISD
Master
Computers DPLDASSET RD R R R R R R
Conditional CONDEXPMGR RISD RISD
Expression
Manager
Configuration CI RISD R R R R R R
Items
Crafts CRAFT RISD
Create Service CREATESR RI RI RI
Request
Cron Task Setup CRONTASK RISD
Currency Codes CURRENCY RISD
Database CONFIGUR RISD
Configuration
Domains DOMAINADM RISD RISD
E-mail Listener EMAILSTNER RSD
Configuration
End Points ENDPOINT RISD RISD
Enterprise INTSRV RISD RISD
Services
Escalations ESCALATION RISD RISD RISD
Exchange Rates EXCHANGE RISD
External Systems EXTSYSTEM RISD RISD
Favorite FACONFIG RS RS RS RS RS RS RS RS RS
Applications
Setup
Forgotten FORGOTPSWD RSI RS RS RS RS RS RS RS RS
Password
Global Search objSEARCH R R R R R R R R
Inbox/ INBXCONFIG RS RS RS RS RS RS RS RS RS
Assignment
Setup
Integration IM RISD RISD
Modules
Invocation INVOKE RISD RISD
Channels
Item Master ITEM RIS RIS R
Job Plans JOBPLAN RISD RISD RISD R RISD
KPI Graph KPIGCONFIG R R R R R R R R R
Setup
KPI List Setup KPILCONFIG R R R R R R R R R
KPI Manager KPI RISD RISD RISD RISD RISD RISD
Labor LABOR RISD RISD

Application Applicaton Name PMSCADM PMSCSDGN PMSCSDM PSMCSEM PMSCUCA PMSCOA PMSCOS PMSCSRU SRMSELFSERVICE
Launch in LAUNCH RISD RISD
Context
Layout and SCCONFIG RS RS RS RS RS RS RS RS RS
Configuration
Link Rules RCNLNKRULE RISD
Locations LOCATION RISD
Logging LOGGING RS
Logical LMO RISD RISD
Management
Operations
Message INTERROR RD
Reprocessing
Message INTMSGTRK R
Tracking
Migration DEPLGROUPS RISD
Groups
Migration DM RISD
Manager
Network NDASSET R R R R R R
Devices
Network NPASSET RD R R R R R
Printers
Object Structures INTOBJECT RISD RISD
Offerings PMSCOFFER RIS RIS R R R R
Offering Catalog PMSCOFFCAT RISD R R R R R R RISD RISD
Organizations MULTISITE RISD
People PERSON RISD R
Person Groups PERSONGR RISD R
Publish PUBLISH RISD
Channels
Quick Insert ACTIONSCFG RS RS RS RS RS RS RS RS RS
Setup
Reconciliation RECONTASK RISD
Tasks
Relationships RELATION RISD R R R R R
Report REPORT RISD
Administration
Response Plans PLUSPRESP RISD RISD
Result Set Setup RSCONFIG RS RS RS RS RS RS RS RS RS
Roles ROLE RISD RISD
Search Solutions SEARCHSOL R
Security Groups SECURGROUP RISD
Self Service SRMSSCTR RISD RISD RISD
Center
Service Groups SRVCOMMOD RISD RISD
Service Level SLA RISD RISD R R R R
Agreements
Service Requests SR RISD RISD R R R RISD R R RS
Service Request SRMSEARCH RS RS RS RS
Manager Search
Sets SETS RISD
Shopping Cart PMSCCRDET RIS RIS RIS RIS RIS
Start Center STARTCNTR RISD R R R R R R R R
System PROPMAINT RS
Properties
Terms and TERMCOND RS
Conditions
Ticket Templates TKTEMPLATE RISD RISD R R
User Self SELFREG RIS
Registration
Users USER RISD
View Catalog PMSCVIEWCR R R R R R R R R
Requests
View Service VIEWSR R R R R
Requests
View Shopping PMSCCRCART R R R RISD
Carts
Warranty CONTWARRTY RIS
Contracts
Web Services WSREGISTRY RSD
Library
Work Order WOTRACK RISD R RISD RISD RISD RISD RS R
Tracking
Work View WORKVIEW R
Workflow WFADMIN R R R R R R
Administration
Workflow WFDESIGN RISD RISD R R R R
Designer
Persons, person groups, and users
For each of the Service Catalog security groups that have been defined, a sample
user has been defined, and it has been added to the group. Each user includes a
corresponding person record with the same name. A few person group objects
have been created to be used by the sample workflows.
Note: Each user is created with a password that is set/chosen by the Maximo or
Websphere Administrator. If LDAP based authentication is used (refer to: LDAP
authentication), then the password is set to the WebSphere Administrator
password. If Non-LDAP based authentication is used (refer to: Non LDAP
authentication), then the password is set to the Maximo Administrator password.
This list of sample objects is contained in the table below.

Table 16. Sample objects
Person Person Group User Security Group Description
PMSCADMUSR PMSCADMUSR PMSCADM Service Catalog
Administrator
PMSCSDGNUSR PMSCSDGNUSR PMSCSDGN Service Designer
PMSCSDMUSR PMSCSDMUSR PMSCSDM Service Delivery
Manager
PMSCSEMUSR PMSCSEMUSR PMSCSEM Service
Execution
Manager
PMSCUCAUSR PMSCUCAUSR PMSCUCA User Contact
Analyst
PMSCOAUSR PMSCOA PMSCOAUSR PMSCOA Operations
Analyst
PMSCOSUSR PMSCOA PMSCOSUSR PMSCOS Operations
Specialist
PMSCSRUUSR PMSCSRUUSR PMSCSRU Service
Requisition User
PMSCSRUMUSR PMSCSRUMUSR PMSCSRU Service
Requisition User
(Supervisor)
Queries
A set of queries are created for the Service Catalog during installation.
The table below provides a description of each query and identifies the Start
Center that uses each query.
Table 17. Start Centers and queries
Clause name Description Start Center Template
PMSCSRUSER Service Requests created by Template-PMSCSRU
the logged in User with status
not equal to CLOSED
PMSCSRVOFFSRACTIVE Offerings with status not Template-PMSCSDGN
equal active
PMSCSRVOFFSRPENDING Offerings with status equal Template-PMSCSDM
pending

Table 17. Start Centers and queries (continued)
Clause name Description Start Center Template
PMSCSRWAPPR Service Requests with status Template-PMSCOA
equal NEW, APPLM, APPFM
PMSCWAITAPPR Work Orders with status Template-PMSCOA
equal WAPPR
PMSCWOOWNER Work Orders owned by the Template-PMSCOS
logged in User
VIEWSR View Service Request with Template-SELFSERVUSER
status not equal CLOSED
SCFAQ Frequently Asked Questions Template-SELFSERVUSER
Key Performance Indicators (KPIs)

This section describes the Key Performance Indicators (KPIs) included with Service
Catalog, how to create a KPI, and how to associate Service Catalog KPIs with
reports.
Service Catalog KPI descriptions:
There is one Key Performance Indicator (KPI) in Service Catalog.
Service Catalog KPIs

Table 18. Service Catalog KPI description
Service Catalog Key
Performance Indicator (KPI) Description Application
SRWAPPR Service Catalog Service Service Requests
Requests Waiting for
Approval
Create a Key Performance Indicator (KPI):
This topic describes how to create a Key Performance Indicator (KPI) using the
Create KPI option from the toolbar.
About this task
Use this procedure to create a KPI when you select the Create KPI option
from the toolbar. You can also create a KPI using KPI Manager. For information on
this, see the KPI Manager online help.
To create a KPI::
Procedure
1. Click the Create KPI icon on the toolbar.

2. Type a unique name in the KPI Name field. You can also type a description in
the Description field. To type a long description, click the Long Description
icon.
3. Select a Calculation Type, either a decimal or a percentage.
4. Type the selection criteria in the Select field.
5. Type any parameters, if necessary, in the Where field.
6. Type values in the Target, Caution At, and Alert At fields. These are the values
where the display changes from green to yellow to red. If you type a low value
in the Target field and a low value in the Alert At field, it indicates that a high
number is the desired result.
7. Fill in any other fields as required. For information about a field, place the
cursor in the field and press Alt+F1.
8. Click OK.
Service specific content

Service descriptions
This section provides detailed information on the Service Catalog service
descriptions in the Offerings application.
The following topics are covered in this section:

v “Build New Standard Server Image”
v “Server Hardware Installation” on page 100
v “Deploy Server to Floor” on page 101
v “ITIM - Lotus Notes - Reset Password” on page 103
v “Server Lock Down” on page 104
v “DB Install and Config” on page 105
v “Add Database to Server” on page 107
v “Remove Database from Server” on page 108
v “ITIM - Lotus Notes ID - Change Password” on page 110
v “Middleware Install and Configure” on page 111
v “Minor Facility Request” on page 114
v “Office Move Request” on page 115
v “Launch in Context” on page 116
v “Lotus Notes ID - Change User Name or Certifier” on page 117
v “Lotus Notes ID - Create Account” on page 117
v “Lotus Notes ID - Delete Account” on page 118
v “Firewall Change Requests” on page 119
v “Minor Site Enhancement” on page 121
v “Network Consulting” on page 124
v “Build New Server” on page 126
Build New Standard Server Image:
This section describes and defines the processes and procedures that will be used
to manage Catalog Requests for building new standard server images. A given
image is effective until the next Image Create or Image Update request is initiated.
Image Create requests typically occur yearly, while Image Update requests occur
quarterly. An Image Update occurs when there are changes to OS components or
enterprise applications. Up to two images may be live in production
simultaneously, e.g., Windows XP and Windows Vista, until all groups are fully
deployed on the later platform. Unique data elements are usually handled with
attachments to these requests. Typically, the elements will include information of
the program package, version number, and license agreements.

Authorization process
The authorization begins when the Requester submits a service request for an
Image Create or Image Update. The process completes after the new image is
created or an existing image has been updated. The request ends when all
activities related to the Image Create or Image Update Service Request are
completed and the service request is closed. There are multiple roles responsible
for managing the service request process. The following tasks are performed as
part of the authorization process:
An approval request is validated and approved following its initiation.
Fulfillment workflow
An approved request is fulfilled by performing the following tasks:

1. Validate request (A second validation step is optionally performed by the
fulfillment team)
2. Create automated install and test plan
3. Validate image
4. Announce User Acceptance Test (UAT) readiness
5. Conduct UAT
6. Provide build signoff
7. Move build to PROD repository
8. Remove image as designated
Resource assignment
The resource assignment process is complete when the analyst assigns the service
request to a specialist or the team queue. Resource assignment is described as part
of the fulfillment activities as the assignments are made.
Role assignment
Roles are provided as logical groupings of tasks. They are not meant to match any
particular organizational structure. Several roles may be performed by the same
individual, or a role may be split up among several individuals. Responsibilities
include but are not limited to those listed for each role.
Note: The Queue Manager, Image Build Team, and QA Team roles are typically
owned by a Desktop Design Integration (DDI) team.
Table 19. Role assignments
Responsibilities related to Image Create
Role and Image Update requests
Requester The Requester:
v Completes and submits the Image Create
& Image Update request form
v The Requester designates who performs
the User Acceptance Test (UAT)
v Signs off on the build. A technology group
within an organization drives the image
requirements and therefore performs the
Requester role within the process.
Table 19. Role assignments (continued)
Responsibilities related to Image Create
Role and Image Update requests
Queue Manager The Queue Manager acts as the customer
liaison, coordinates the planning and
completion of all work tasks from request to
production. The Queue Manager role will be
assigned to the DDI Team Lead.
Image Build Team (Fulfiller) The Image Build Team creates or develops
the requested deliverable, e.g., image
components, image integration, new
workstations, etc.
QA Team The Quality Assurance (QA) Team conducts
quality testing, reviews the software
deliverable, and promotes code.
Server Hardware Installation:
to manage catalog requests to perform the physical installation of a server. The
work will include providing power and network cabling, testing power and
network connectivity using standard test hardware, and installation of the server. It
does not include software installation of operating systems, middleware or
applications.
The catalog request will be created by the a build coordinator or team leader of a
hardware installation team. Typically, multiple approvals are required. The final
approval of the catalog request signals the start of any SLAs.
Authorization
The creation and approval process is complex and is sometimes described as part
of a larger server build process. In some organizations, the tasks are performed by
different groups. Typically in smaller organizations some of the steps clearly will
not be as detailed or be subjected to detailed reviews. However, in most large
enterprises, checks and balances are in place to ensure the continuous business
operations and these enterprises will have the steps that are described below. The
tasks of the approvers will include verification of funding for the request. Multiple
approvers may be required in some organizations.
Notifications are sent to the service requisition user indicating the disposition of
the approval request.
The following tasks are performed as part of the authorization process:

v Prerequisite action (catalog request order form)
v Approve request (manager)
v Approve Request (Environment Owner or Second Manager)
Fulfillment
This procedure begins when the project manager receives a catalog order that
involves a subset of tasks to installation of a new server. The procedure ends when
all activities related to physical installation of new server (cabling, rack installation,
power and network activation) are completed and the catalog request is closed.

The roles responsible for completion of this request are the Rack and Cabling
Specialist, The Network Specialist, and the Server Installation Specialist.
The following tasks are performed as part of the fulfillment process:

v Install rack and cabling
v Complete network implementation
v Complete server install and cabling
Resource assignment
Resources are allotted by direct assignment by the Environment Owner to the

specialist or the team queue. Assignment activities are described as part of the
fulfillment activities as the assignments are made.
Role assignment
Table 20. Role assignment for Server Hardware Installation
Responsibilities related to server initial
Role build requests
Requester Coordinates the front end of the server build
request process and performs service request
validation and closure activities.
Manager Reviews and approves request. The criteria
for approval is primarily approval of the
project and funding.
Second Approver Usually another manager or team lead or
environment owner is responsible for
reviewing the completeness of the request,
the technical feasibility of the request, and
assigning the work.
Power and Cabling Installer Performs all the work of cabling, and work
required for installing the server on a rack.
Network Specialist Network team assigns IP addresses,
configures switches, and ports. After
Network Team completes their respective
activities, Updates are made to SR
comments, and emails the server installation
specialist.
Server Install Specialist Performs the actual installation of the server
on the rack, powers the server and tests
basic server power up and network
connectivity. The server is now ready for OS
and software installation, perhaps remotely.
The requester is e-mailed, and the service
request is closed.
Deploy Server to Floor:
to manage catalog requests to deploy a server to the floor. A catalog request is
required to kick off the deployment of a server build by the various Service
Delivery teams. It signals the start of any SLAs.

Authorization
The creation and approval Deploy Server to Floor is complex and is therefore
described as part of authorization process. These steps may be combined and in
some organizations they are. Typically in smaller organizations some of the steps
clearly will not be as detailed or be subjected to detailed reviews. However, in
most large enterprises, checks and balances are in place to ensure the continuous
business operations and these enterprises will have the steps that are described
here. The tasks of the approvers will include verification of funding for the request.
Multiple approvers may be required in some organizations. Notifications are sent
to the service requisition user indicating the disposition of the approval request
with reason codes. The Standard SRM Authorization process will be used for any
authorization and approval activities.
Fulfillment
This procedure begins when the project manager receives a signed catalog order
that involves a subset of tasks required to install a new server. The procedure ends
when all activities related to a Deploy Server to Floor catalog request are
completed and the catalog request is closed. The roles responsible for managing
the server build service request procedure are the Project Manager, and the Server
Build Catalog Request roles.
The following activities are performed as part of the fulfillment process:

v The Server Build team (Server System Administrator) loads the appropriate
operating system on the server (Unix or Windows)
v Server System Administrator installs the standard applications and utilities on
the server. These applications include Antivirus, firewall and systems
management agents to name a few.
Note: Separate catalog requests may be required to install any Middleware

component software such as WAS, DB2, MQ, et cetera.
Resource assignment
Direct assignment by analysts to specialist or the team queue. Assignment activities

are described as part of the fulfillment activities as the assignments are made.
Role assignment
Roles are meant as logical groupings of tasks and are not meant to match any
particular organizational structure: The same individual can perform several roles,
or a role may be split up among several individuals.
Table 21. Role assignments for Deploy Server to Floor Service Request
Responsibilities related to server/network
Role build requests
Server Build Coordinator (Fulfiller Monitors all activities related to the server
Approver) build catalogrequest from receipt of signed
catalog order to closure of catalog request.

Table 21. Role assignments for Deploy Server to Floor Service Request (continued)
Role build requests
Server Build Team (Fulfiller) Receives catalog request and performs all
activities related to installing and
configuring the server, coordinates with
other functional areas that may be providing
services for the request, makes updates to
the configuration management and asset
management systems, and performs
lockdown activities and turnover activities.
ITIM - Lotus Notes - Reset Password:
Lotus Notes IDs have to be strictly managed by enterprises. Typically, these are
handled by administrators. It is, however, necessary to track them for management
and audit purposes and control their issuance and modification through
management approvals. Typically, these IDs require at least two levels of approval.
The first is by a manager of the requestor, and the second is by a manager of the
environment. These individuals are tasked with ensuring that the rules of the
organization are adhered to. Corporate rules associated with access control apply.
Once the Modify ID request is approved, it is sent to the administrator or other
fulfillment specialist. This person modifies the ID and closes the request.
Authorization
The authorization process begins when the request was successfully submitted by a
requestor or a manager for the reset of a Lotus Notes ID.

1. Approve/disapprove step (manager)
2. Approve/disapprove step (environment manager)
3. Close request
Fulfillment (ITIM available)
The steps for fulfillment may be handled by an administrator, or if an ITIM

management system is deployed, be handled automatically. For total integration
with ITIM, the flow at this point will be to pass the information to the deployed
ITIM for fulfillment. In such a case, ITIM will perform the following actions.
1. ITIM resets the account on the managed system
2. Managed system performs the necessary actions
3. ITIM generates the approval message and notifies the End User and/or
Requestor
4. The End User receives the approval notice and reset account information
5. The Requestor receives the approval notice
6. Process ends
Resource assignment
The Notes ID is modified by the Lotus Notes Administrator or Fulfillment

specialist.

Role assignment
Table 22. ITIM Lotus Notes ID Change Password role assignment
Responsibilities related to Notes ID
Role Change Password
Requestor An employee or employee manager
requesting reset of an ID that the individual
is responsible for.
Requester Manager/Approver Reviews and approves or denies the request
for a reset of a Lotus Notes ID.
Fulfillment Specialist Resets the Lotus Notes ID. Closes request
upon completion.
See Integrating Tivoli Identity Manager.
Server Lock Down:
This procedure describes and defines the processes and procedures that will be
used to manage service requests (SRs) to perform a Server Lockdown. The Service
Request will be created for every server build or whenever it is determined by a
security organization in an organization that a server is has open access or is in
some way violating corporate security rules.
Authorization
The authorization process begins when the Requester submits a service request for
a lockdown of a server. The process completes when the tasks have been
completed a successful security scan is completed the service request is closed.

1. Prerequisite action
2. Approval request (validate and approve)
Fulfillment
This procedure is part of the overall Build New Server Service Request. Server
Lockdown is the responsibility of both IBM and the IBM Customer. The procedure
ends when all activities related to a Server Lockdown Service Request are
completed and the Service Request is closed.
The roles responsible for managing the server lockdown request procedure are the
Project Manager or other requester, Server Build team, QA, or other independent
security analyst.

1. IBM Server Lockdown
a. Install lockdown software
b. Configure settings
c. Reboot if necessary
d. Run security scan
e. Repeat steps b-d if required
2. QA or other independent Security Analyst scan and completion

a. Run Independent Security Scan
b. E-mail requestor upon successful completion
c. Close request
Resource assignment
Direct assignment by analysts to specialist or the team queue. This is described as

part of the fulfillment activities as the assignments are made.
Role assignment
Note that roles several roles may be performed by the same individual.
Table 23. Server Lockdown role assignment
Responsibilities related to Server
Role Lockdown Requests
Project Manager or Requester Requests server lockdown
Server lockdown Approver Approves Service Requests. The approver
also analyzes requests, assigns requests to
appropriate queues, assigns SLA targets,
assigns SR numbers, opens SR activities for
assigned service providers.
Security Specialist (Fulfiller) Installs Security software (Dependent on
server type), configures servers to plug all
known security holes, and runs security scan
software.
QA/Security Team (Fulfiller) Security Scans are to be run, an
approval/completion email sent to requester
and the service request closed.
DB Install and Config:
to manage catalog requests to install and configure a database.
Authorization
The catalog request results in the execution of a number of tasks associated with
installing a database management system. A database management system (DBMS)
is computer software designed for the purpose of managing databases. Typical
examples of DBMSs include Oracle, DB2, Microsoft Access, Microsoft SQL Server,
PostgreSQL, MySQL, SQLite, FileMaker and Sybase Adaptive Server Enterprise.
Database administrators typically use DBMSs in the creation of database systems.

The tasks associated with installing and configuring DBMS systems are somewhat
dependent on the type of system. However, at the level of the requester, all these
specific tasks are only to achieve the goal of installing and configuring a specific
database system. In order to ensure that the information is complete enough to
perform the specific tasks that are required, it is necessary to perform a validation
step. The steps associated with this request therefore become the following:
v Approval and Authorization of the request
v Validation of the information in the request
v Performing the tasks associated with the request

v Closing the request
The Standard SRM Authorization process will be used for any authorization and
approval activities. The following activities are performed as part of the
authorization process:
v Prerequisite action
v Approval request (validate and approve)
Fulfillment
This procedure begins when the project manager receives a catalog that involves
requesting that a DBMS be installed and configured. The procedure ends when all
activities listed below are completed and the catalog request is closed.
Validate database requirements
The Server Build System Administrator will work with the DBA to ensure that the
disk, memory, network, and backup requirements are met prior to installing the
database. Checklist items:
v Validate memory requirements
v Create Required DB administration IDs
v Create any required DB client IDs
v Validate disk space requirements
v Create required file systems, directories, or virtual disks with proper ACLs
v Validate OS level requirements
v Validate SAN allocation requirements
v Validate TSM backup requirements
v Validate network connectivity
v Validate that required firewall ports are open
Perform database installation
If the SR has a DB component, the Database (DB) team(s) will get notification that
a task is in their assigned queue by the SB representative. At this point the server
is ready for DB implementation. Checklist items:
v Install DB Application
v Create database instances and tables as per Database Design and Requirements
document
v Test DB client connectivity
Roles
The roles responsible for managing the DBMS Install and Configure service request
procedure are the Project Manager, and the Server Build Coordinator, DBA roles
(as required).
Table 24. Roles responsible for managing DBMS Install and Configure
Role build requests
Project Manager (Requester) Coordinates the front end of the server build

Table 24. Roles responsible for managing DBMS Install and Configure (continued)
Role build requests
Server Build Coordinator (Fulfiller Monitors all activities related to the DBMS
Approver) install and configure from receipt of
approved service request to closure of
service request.
Server Build Team (Fulfiller) Receives service request and performs all
DBA Team (Fulfiller) Involved in database planning, installation,
configuration, and testing activities.
Note: Alternative content fulfillment options and job plans exist which will direct
requests to the CCMDB Change Process Manager.
Add Database to Server:
to manage catalog requests to perform the addition of a database to a server. The
catalog request will be created by a requester when there is a need to add a
database to an existing server. Typically, multiple approvals are required, and this
is shown in the authorization flows. The final approval of the service request
signals the start of any SLAs.
Authorization
The creation and approval of a request to add a database to an existing server

usually involves two steps. The first is the approval by the manager of the request.
The second level of approval is usually by an owner of the database environment.
This owner would have to check for the completeness of the request and
conformance to corporate rules. Notifications are sent to the service requisition
user indicating the disposition of the approval request.
The authorization process begins when the Requester submits a service request to
perform the addition of a database on to an existing server. The process completes
when the database is installed, configured and verified and the service request is
closed.

1. Prerequisite action
2. Approve request (manager)
3. Approve request (environment owner or second manager)
Fulfillment
This procedure begins when the project manager receives a signed Service Order
which involves a subset of tasks toad a database to an existing servers. The
procedure ends when all activities related to the installation are completed and the

Service Request is closed. The roles responsible for completion of this request are
the Database Installer and the Database Specialist/Administrator.
The following tasks are completed as part of the fulfillment process:

1. Install and configure database
2. Test and Validate Database
Resource assignment
Direct assignment by Environment owner to specialist or the team queue. This is

described as part of the fulfillment activities as the assignments are made.
Role assignment
Table 25. Add Database to Server role assignment
Responsibilities related to Server initial
Role Build Requests
Requester Requests the service to have a database
installed on an existing server.
project and funding.Reviews and approves
request. The criteria for approval is
primarily approval of the project and
funding.
assigning the work.
Database Installer Performs all the work of installing the
database to an existing server and
configuring the same.
Database Administrator/Specialist Test and ensure the database has been
installed and ready for user.
Remove Database from Server:
to manage catalog requests to perform the deletion of a database from a server.
The catalog request will be created by a requester when there is a need to remove
a database from an existing server.
Authorization
It does not remove the operating system or other software from the server, nor
does it include steps to remove the server. It also does not remove the Database
Management System (DBMS) software from the server. Only the instance of the
database is removed. Typically, multiple approvals are required. The final approval
of the service request signals the start of any SLAs.

The creation and approval of a request to delete a database from an existing server
usually involves two steps. The first is the approval by the manager of the request.
The second level of approval is usually by an owner of the database environment.
This owner would have to check for the completeness of the request and
conformance to corporate rules. Notifications are sent to the service requisition
user indicating the disposition of the approval request with reason codes.
The authorization process begins when the Requester submits a service request to
perform for the deletion of a database from an existing server. The process
completes when the database is removed and, if it is a mail database, all network
references are removed and the service request is closed.

1. Prerequisite action (service request order form)
2. Approve request (manager)
3. Approve request (environment owner or second manager)
Fulfillment
The fulfillment procedure begins when the project manager receives a signed
catalog order that involves a subset of tasks to delete am existing database from a
server.
The fulfillment procedure ends when all activities related to the installation are
completed and the catalog request is closed. The roles responsible for completion
of this request are the Database Installer and the Database Specialist/
Administrator.
The following tasks are performed as part of the fulfillment procedure:

1. Delete database from server
2. Verify deletion of database and any network reference
Resource assignment
Direct assignment by Environment owner to specialist or the team queue. This is

described as part of the fulfillment activities as the assignments are made.
Role assignment
Table 26. Remove Database from Server role assignment
Role Build Requests
Requester Requests the service to have a database
installed on an existing server.
project and funding.
assigning the work.
Database Installer Performs all the work of deleting the
database.

Table 26. Remove Database from Server role assignment (continued)
Role Build Requests
Database Administrator/Specialist Test and ensure the database and all
network references have been removed.
ITIM - Lotus Notes ID - Change Password:
Lotus Notes IDs have to be strictly managed by enterprises. Typically, these are
handled by administrators. It is, however, necessary to track them for management
and audit purposes and control their issuance and modification through
management approvals. Typically, these IDs require at least two levels of approval.
The first is by a manager of the requestor, and the second is by a manager of the
environment. These individuals are tasked with ensuring that the rules of the
organization are adhered to. Corporate rules associated with access control apply.
Authorization
The authorization process begins when the request was successfully submitted by a
requestor or a manager for the modification of a Lotus Notes ID.

3. Close request
Fulfillment (ITIM available)
The steps for fulfillment may be handled by an administrator, or if an ITIM

management system is deployed, be handled automatically. For total integration
with ITIM, the flow at this point will be to pass the information to the deployed
ITIM for fulfillment. In such a case, ITIM will perform the following actions.
1. ITIM modifies the account on the managed system
2. Managed system performs the necessary actions
3. ITIM generates the approval message and notifies the End User and/or
Requestor
4. The End User receives the approval notice and modified account information
5. The Requestor receives the approval notice
6. Process ends
Resource assignment

specialist.

Role assignment
Table 27. ITIM Lotus Notes ID Change Password role assignment
Responsibilities related to Notes ID
Role Change Password
Requestor An employee or employee manager
requesting modification of an ID that the
individual is responsible for.
for a modification of the Lotus Notes ID.
Fulfillment Specialist Modifies the Lotus Notes ID. Closes request
upon completion.
See Integrating Tivoli Identity Manager.
Middleware Install and Configure:
to manage catalog requests to install and configure middleware.
Authorization
The creation and approval of a Middleware Install and Configure catalog request is
complex and is therefore described as part of authorization process. These steps
may be combined and in some organizations they are. Typically in smaller
organizations some of the steps clearly will not be as detailed or be subjected to
detailed reviews. However, in most large enterprises, checks and balances are in
place to ensure the continuous business operations and these enterprises will have
the steps that are described here. The tasks of the approvers will include
verification of funding for the request. Multiple approvers may be required in
some organizations. Notifications are sent to the service requisition user indicating
the disposition of the approval request with reason codes.
Standard SRM Authorization process to be used for any authorization and

approval activities.
Fulfillment
This procedure begins when the project manager receives a signed service order
that involves the installation of new IBM CUSTOMER servers. The procedure ends
when all activities related to a Middleware Install and Configure catalog request
are completed and the catalog request is closed.
The roles responsible for managing the request are the Project Manager, and the
Server Build Coordinator, DBA, MQ Administrator and Websphere administrator
roles (as required).

1. 1. SB – Validate Database Requirements are met
a. Validate memory requirements
b. Create Required DB administration IDs
c. Create any required DB client IDs
d. Validate Disk Space requirements

e. Create required filesystems directories or virtual disks with proper ACLs
f. Validate OS level Requirements
g. Validate SAN allocation requirements
h. Validate TSM backup requirements
i. Validate Network Connectivity
j. Validate that required Firewall ports are open
2. DBA – Perform Database Installation and Configuration
a. Create Database instances and tables as per Database Design and
Requirements Document
b. Test DB client connectivity
3. SB – Validate MQ Requirements are met (if required)
b. Create Required MQ administration IDs
c. Create any required MQ client IDs
d. Validate Disk Space requirements
e. Create required file systems directories or virtual disks with proper ACLs
f. Validate OS level Requirements
g. Validate SAN allocation requirements
h. Validate TSM backup requirements
i. Validate Network Connectivity
j. Validate that required Firewall ports are open
4. MQAdmin – Perform MQ Installation and Configuration (if required)
a. Install MQ Application
b. Create MQ Queues and Channels as per MQ Design and Requirements
Document
c. Test MQ client connectivity
5. SB – Validate WAS Requirements are met (if required)
b. Create Required WAS administration IDs
c. Validate Disk Space requirements
d. Create required filesystems directories or virtual disks with proper ACLs
e. Validate OS level Requirements
f. Validate SAN allocation requirements
g. Validate TSM backup requirements
h. Validate Network Connectivity
i. Validate that required Firewall ports are open
6. WASAdmin – Perform WAS Installation and Configuration (if required)
a. Install and Configure WAS Application
b. Test WAS connectivity
7. SB – IBM Server Lockdown
a. IBM Security Scan completed
8. SB – Customer Server Lockdown
a. Customer Server lockdown completed

Resource assignment
Direct assignment by analysts to specialist or the team queue. Resource assignment

is described as part of the fulfillment activities as the assignments are made.
Role assignment
Note that roles are meant as logical groupings of tasks. They are not meant to
match any particular organizational structure. Several roles may be performed by
the same individual. A role may be split up among several individuals.
Table 28. Role assignment for Middleware Install and Configure
Responsibilities related to Server/Network
Role Build Requests
Project Manager (Requester) Coordinates the front end of the server build
Server Build Coordinator (Fulfiller Monitors all activities related to the server
Approver) build service request from receipt of signed
Service Order (SO) to closure of service
request (SR).
SR Coordinator (Fulfiller) Receives service requests (SRs) from the
server build service request queue, analyzes
requests, assigns requests to appropriate
queues, assigns SLA targets, assigns SR
numbers, opens SR activities for assigned
service providers.
Server Build Team (Fulfiller) Receives service request and performs all
Hardware Planning (Fulfiller) Receives hardware asset, creates/updates
Inventory tool, installs and configures server
hardware and cabling.
Capacity Planning (Fulfiller) Validates solution and makes updates to the
form prior to the creation of the server build
service request
SAN Engineer (Fulfiller) Participates in SAN planning activities,
provides SAN implementation scripts, and
performs SAN installation activities in
coordination with the hardware planning
team.
Tivoli Storage Management The TSM team is involved in planning
activities, and provides a TSM option file for
the servers during the fulfillment process.
Network Services (Fulfiller) IBM CUSTOMER NS network services
provisions network switches and routers.
IBM NS coordinates with facilities team to
ensure physical connectivity is provided as
specified.

Table 28. Role assignment for Middleware Install and Configure (continued)
Responsibilities related to Server/Network
Role Build Requests
Facilities Team (Fulfiller) The IBM CUSTOMER facilities team
coordinates with IBM NS and SAN teams to
provide physical connectivity and power for
servers included in the service request.
Steady State Team (Fulfiller) The steady state team accepts the
responsibility for managing the servers once
they have been completely installed and
configured by the other fulfillment teams.
DBA Team (Fulfiller) The DBA team is involved in database
planning, installation, configuration, and
testing activities.
MQAdmin (Fulfiller) The MQ Administration team is involved in
MQ planning, installation, configuration,
and testing activities.
Minor Facility Request:
Minor facilities requests are required frequently in work locations. Therefore,

standardized procedures are used in most organizations for efficiently handling
large numbers of these requests.
It is assumed that this request covers only small facilities work efforts such as
installing shelves, rearranging furniture, paint refresh etc. (i.e. the total sum of all
activities is 20-40 hours). It does not cover large work efforts that require more
formal project management.
Authorization
The authorization process of the minor facilities request includes approval from the
requester's manager and from the Facilities Management organization.

1. Requester management approval
Note: If management rejects the request, the requester is notified and the
request is closed.
2. Facilities management approval
Note: If facilities management does not approve the request, the request is
closed.
3. Notify requester of approval
Fulfillment
A minor facilities request is typically a small maintenance work effort (20-40 hours)
and is performed by a single, in-house or contracted craftsman. Examples of these
include:

v Office furniture alteration
v Paint jobs
v Cleaning
The process begins after the catalog request has been approved. A Facilities
Coordinator receives the request, plans the work and coordinates its execution by
craftsmen or service employees.

1. Prepare move schedule
2. Prepare work location
3. Execute work
4. Clean up
5. Review with requester
Resource assignment
Direct assignment by analysts to specialist or the team queue.
Role assignment
Table 29. Minor Facility Request role assignments
Responsibilities related to Minor Facility
Role Requests
Service Requisition User Enter service request information for a
Minor Facility Request.
Requester Manager/Approver Receives e-mail asking for an approval for a
Minor Facility Request.
Facilities Manager Manages a facility and approves work.
Facilities Coordinator Manages work at the facility.
Facilities Employee Craftsperson executing the work.
Office Move Request:
Office moves are frequently required in organizations and therefore standardized

procedures are used in most organizations for efficiently handling large number of
these requests. The service described here is a simple office move, which only
involves relocating boxes and office goods. The Office Move service would often be
combined into a composite service that also includes asset updates for moved
computers, network reconfiguration, rerouting of telephone and so forth.
Authorization
The authorization process of the Office Move Service Request solicits approval
from the requester’s manager as well as the office coordinator. Notifications are
sent to the service requisition user in both cases.
The following tasks are performed in the authorization process if both the
requester's manager and the office coordinator approve the request:
v Requester management approval
v Notify requester of approval

v Office coordinator approval
v Start fulfillment
The following tasks are performed in the authorization process if either the
requester's manager or the office coordinator rejects the request:
v Requester management approval
v Notify requester of rejection
v Office coordinator approval
v Close request
Fulfillment
The fulfillment process describes the physical move of an office.
The following activities are performed as part of the fulfillment process:

v Prepare move schedule
v Deliver boxes to current office
v Confirm boxes are ready
v Verify access to office or pick up keys
v Pickup and delivery
v Verify delivery
Resource assignment
Direct assignment by analysts to a move coordinator and a moving team.
Role assignment
Table 30. Office Move Request role assignment
Responsibilities related to office move
Role requests
Service Requisition User Enters catalog request information for an
office move
Requester Manager/Approver Receives email asking for an approval for an
Office Move Request
Office Coordinator Manages office space. Verifies availability of
requested office space
Movers Team of movers
Launch in Context:
The IBM Launch in Context service is an action service that will launch an IBM
external Web site. The IBM external URL is specified by a Service Request Manager
Launch-in-Context entry.
See also
Action service
Set up a launch entry for an action service

Pass data to a Launch in Context action service
Lotus Notes ID - Change User Name or Certifier:
Lotus Notes IDs have to be strictly managed by enterprises. Administrators usually

handle them. It is, however, necessary to track them for management and audit
purposes and control their issuance and modification through management
approvals.
Typically, these IDs require at least two levels of approval. The first is by a
manager of the requestor and the second is by a manager of the environment.
These folks are tasked with ensuring that the rules of the organization are adhered
to. Corporate rules associated with access control apply.

Authorization

Note: If the manager disapproves, the request is closed.

3. Close request
Fulfillment (ITIM not available)

1. Modify account
2. Close request
Resource assignment

specialist.
Role assignment
Table 31. Role assignment for Lotus Notes ID Change User Name or Cer
Role assignment for Lotus Notes ID
Role Change
Requestor This would be an employee or employee
manager requesting Modification of an ID
that the individual is responsible for.
for a Modification Lotus Notes ID.
Fulfillment Specialist Modifies the Notes ID. Closes request upon
completion.
Lotus Notes ID - Create Account:

The generation of Lotus Notes ID has to be strictly managed by enterprises.
Administrators usually handle these. It is, however, necessary to track them for
management and audit purposes and control their issuance by management
approvals.
These IDs usually require at least two levels of approval. The first is by a manager
of the requestor, and the second is by a manager of the environment. These
individuals are tasked with ensuring that the rules of the organization are adhered
to. The requestor must be an employee or contractor with a need for a notes ID. In
addition, rules may apply in the organization that the Notes administrator must
adhere to.
Once the ID request is approved, it is sent to the administrator or other fulfillment

specialist. This person creates the ID and closes the request.
Note: For new employees and contractors, as well as others, a manager may be
entering a request on behalf of another employee for that employee.
Authorization

Note: If the manager disapproves the request, it is closed.

3. Close request
The following tasks are performed:

1. Create account
2. Close request
Resource assignment
The Notes ID is created by the Lotus Notes Administrator or Fulfillment specialist.
Role assignment
Table 32. Roles for Lotus Notes ID - Create Account
Responsibilities related to Lotus Notes ID -
Role Create Account
manager requesting a Lotus Notes ID
for a new Lotus Notes ID.
Fulfillment Specialist Creates the Notes ID, including ID and
temporary password. Closes request upon
completion.
Lotus Notes ID - Delete Account:

Lotus Notes IDs have to be strictly managed by enterprises. These are usually
handled by administrators.
It is, however, necessary to track them for management and audit purposes and
control their issuance and deletion by management approvals. Typically, these IDs
require at least two levels of approval. The first is by a manager of the requestor,
and the second is by a manager of the environment. These individuals are tasked
with ensuring that the rules of the organization are adhered to. When an
individual leaves the organization, it is usually the task of the manager to request
a deletion of the ID. If the ID is a special ID that is no longer required by a current
employee, the employee can request deletion.
Once the delete ID request is approved, it is sent to the administrator or other

fulfillment specialist. This person deletes the ID and closes the request.
Authorization

1. Approve/disapprove step (Manager)
Note: If the request is not approve, it is closed.

2. Approve/disapprove step (Environment Manager)
Note: If the request is not approve, it is closed.

1. Delete account
2. Close request
Resource assignment
The Lotus Notes ID is deleted by the Lotus Notes Administrator or Fulfillment

Specialist.
Role assignment
Table 33. Role assignments for Lotus Notes ID - Delete Account
Role Responsibilities related to Delete Notes ID
manager requesting deletion of an ID that
the individual is responsible for.
for a deletion Lotus Notes ID.
Fulfillment Specialist Deletes the Notes ID, including all entries is
databases. Closes request upon completion.
Firewall Change Requests:
Network Engineering Firewall changes are required frequently in organizations

and therefore standardized procedures are used in most organizations for
efficiently handling large number of these requests. Changes to a firewall relate to
opening and closing ports to and from particular nodes.
Authorization process
The authorization process of the Firewall Service Request solicits approval from the
requester’s manager as well as the approver of the delivery team. Notifications are
sent to the service requisition user in both cases.
The following tasks are performed as part of the authorization process for an
approved request:
v Requester manager approval
v Notify requester of approval
v Start fulfillment
v Notify requester of acceptance
The following tasks are performed as part of the authorization process for a
non-approved request:
v Requester manager approval
v Notify requester of rejection
v Delivery approval
v Close request
Fulfillment process
A firewall change is typically a simple change, e.g., open or close a port for an
application. It is typically implemented by a single employee. The process below
requires the requester to test the changes to the firewall configuration. It is
assumed that the requester cannot be integrated into the work management
process, e.g., by using a task list. Instead, the work management process uses
e-mail to interact with the requester when the firewall change needs to be tested.
v Review request
v Open change
v Implement
v Notify requester to test
v Receive test result notification
v Close change
Resource assignment process

v Direct assignment by analysts to specialist or the team queue.
v Notify requester to test
Role assignment
Table 34. Firewall Service Definition role assignments
Responsibilities Related to Firewall
Role Change Requests
Service Requisition User Enters catalog request information for a
Firewall Change. Completes verification test
of update when notified by Fulfiller.
Firewall Change. Updates service request
accordingly.

Table 34. Firewall Service Definition role assignments (continued)
Responsibilities Related to Firewall
Role Change Requests
Delivery Approver Analyzes catalog request for general
information and then assigns task to a
skilled available Fulfiller.
Network Specialist Receives catalog request assignment,
determines if detail is sufficient and
completes implementation of the request.
Monitors testing and when done, marks
request as complete.
Minor Site Enhancement: Note: This service offering implements a conditional

branching logic pattern for work plans. See Conditional Branching using Work Orders
for background design description.
Every organization has the requirement of ordering a small amount of loosely

defined work with a fixed number of hours. An example of that is a minor site
enhancement which is a minor update of a Web site.
The hours are fixed at a maximum amount of hours. The actual steps of the work
are not usually defined in these requests, but they are left to the specialists
assigned to the fulfillment team. Typically these are requests that are not
completely standardized, but are a too small to handle with RFS (Request for
Service) requests.
The requests for a minor update of code or website is used as an example of this
type of request. Typically, the code is developed and tested in a dedicated
environment (E1) by fulfillment specialists (developers), tested in a Test
environment (E2) and finally deployed and tested in a production environment
(E3). The fulfillment workflows in this document depict this kind of rollout.
Authorization
The authorization process of the Minor Site Enhancement Request solicits approval
from the requester’s manager as well as the approver of the delivery team. The
tasks of the approvers will include verification of funding for the request. Multiple
approvers may be required in some organizations. Notifications are sent to the
service requisition user indicating the disposition of the approval request with
reason codes.

1. Approve or disapprove request.
2. Close request.
Fulfillment
A Minor Site Enhancement is typically a simple change, typically to update a web

site, or handle a small change of some kind. Examples of these include:
v Minor Web site enhancements. Virtually all businesses have websites that require
updates, such as price changes, may be routine, others may be minor cosmetic

or news updates where the work is relatively simple. In all cases the labor is
capped at some predefined effort, usually around 25 hours.
v Software evaluation. Most large businesses have a defined set of products that
are imaged on the workstations. Frequently some departments have special
needs for new software to be added for business purposes, but they are unclear
as to whether there are compatibility problems with other software in the
system. These requests typically have a software group provide an independent
evaluation of software compatibility.
v Test of some systems. This is used for a quick, independent evaluation of a
system ex. from a security or corporate compliance standpoint.
v Special Events coordination. This is used for service requests for special events,
also with a maximum labor charge.
v Some types of Minor Facility Requests. Requests that are too small to be handled
as normal IMAC requests shall be categorized as Minor Site Enhancement
requests.

1. Open E2 CMR record (Fulfillment Specialist).
2. Create code (Fulfillment Specialist).
3. Deploy Code to E2 (Fulfillment Specialist).
4. Validate Changes Deployed into E2 (QA Specialist).
Note: Set DPCODEE2 in task specification to 0 or 1. If validation fails, the

process returns to step 1.
5. Open CMR in E3 (Fulfillment Specialist).
6. Deploy Code to E3 Environment (Fulfillment Specialist).
7. Mark CMR complete (Fulfillment Specialist).
8. Validate Changes Deployed into E3 (QA Specialist).
Note: Set DPCODEE2 in task specification to 0 or 1. If validation fails, the

process skips to step 10.
9. Close CMR (Fulfillment Specialist).
Note: This is the final step if validation is successful.

10. Backout Changes (Fulfillment Specialist).
11. Close CMR (Fulfillment Specialist).
Resource assignment
The resource assignment process completes the analyst’s assignment of the service
request to a specialist or the team queue.
The following task is performed as part of the resource assignment process:

v Notify requester to test.

Role assignment
Minor Site Enhancement Role assignments

Responsibilities related to Minor Site
Role Enhancement Requests
Service Requisition User Enters service request information for a
Minor Site Enhancement. Completes
verification test of update when notified by
Fulfillment Specialist.
Minor Site Enhancement. Updates service
request accordingly. Assigns task to a
fulfillment specialist.
Fulfillment Specialist Receives service request assignment email
notification, determines detail is sufficient
and completes implementation of request.
Monitors testing and when done, marks
request as complete.
QA Specialist Tests and validates code in E2 and E3
environment.
Components
The following are the building blocks for this case:

v A parent work order (not shown)
v PMSC_0018A : job plan with task precedence relationships between them (as
shown in the schematic above – applied to the work order to create a work plan)
v Flow control activated on the work order and job plan tasks (not shown)
v Data Relationships :
– WORKORDERSPEC_DPCODEE2 : relates classification data attribute
DPCODEE2 to the WorkOrderSpec instance.
– WORKORDERSPEC_DPCODEE2 : relates classification data attribute
DPCODEE3 to the WorkOrderSpec instance.
v PMSC_CB : data attribute classification for DPCODEE2 and DPCODEE3 logic
switches Set value: 0 (No branch) 1 (Yes branch)
v workflows active on the woactivity objects :
– PMSC18_CB1 : the Yes branch conditional branching workflow for Deploy E2
Condition: :parent.WORKORDERSPEC_DPCODEE2.numvalue = 1
– PMSC18_CB2 : the No branch conditional branching workflow for Deploy E2
– PMSC18_CB3 : the Yes branch conditional branching workflow for Deploy E3
– PMSC18_CB4 : the No branch conditional branching workflow for Deploy E3
v Task actions :
– PMSC_SCB1WF: each task in the YES conditional branch for E2 Deploy will
execute this action to start a short workflow.
– PMSC_SCB2WF: each task in the NO conditional branch for E2 Deploy will
– PMSC_SCB3WF: each task in the YES conditional branch for E3 Deploy will
– PMSC_SCB4WF: each task in the NO conditional branch for E3 Deploy will

– PMSC_PB: which executes for the ‘No’ branch condition
– PMSC_COMP: marks each ‘No’ branch task COMPLETE
Workflows
The workflows have a condition that branches true or false based on the data
switch (DPCODEE2 or DPCODEE3) setting. The condition is:
:parent.WORKORDERSPEC_DPCODEE2.numvalue = 1 (also DPCODEE3) If true:
executes Yes workflow branch. Task remains in the in-progress status.
:parent.WORKORDERSPEC_DPCODEE2.numvalue = 0 (also DPCODEE3) If false:
runs a task status change to complete.
Stepping Through
The parent work order is set into progress. Flow control starts its first eligible
task, 10.
Tasks 10, 20, 30 create and deploy Code to E2 server.
Task 40 owner must verify the E2 code deploy before changing the task status to
complete and set specification value DPCODEE2 true (1) or false (2) accordingly
before completing Task 40.
Task 3 owner must verify the E2 code deploy before changing the task status to
complete and set specification value DPCODEE2true or false accordingly before
completing Task 40.
Flow control sets tasks 5 and 4.1 in progress simultaneously and also starts
workflow on them immediately.
Tasks 5.0, 6.0, 7.0, or 4.1, 4.2 are either all marked complete or the first node is
marked in progress automatically by workflow.
Task 8.0 owner must verify the E3 code deploy before changing the task status to
complete and set specification value DPCODEE3 true (1) or false (2) accordingly
before completing the Task Flow control sets tasks 9.0 and 9.1 in progress
simultaneously. Workflow runs the same way as above .
Flow control detects the end of the task set and rolls the completion of 9.2 up to
the parent work order, closing out the work set with this final status change of the
parent.
Network Consulting:
Network Consulting requests are required frequently in organizations. Therefore,

standardized procedures are used in most organizations for efficiently handling a
large number of these requests.
It is assumed that this service request covers only small consulting work efforts
(i.e. the total sum of all activities is 20-40 hours). It does not cover large work
efforts that require more formal project management.
Authorization
The authorization process for the Network Consulting catalog request solicits
approval from the requester's manager and a Network Request Reviewer. The

Network Request Reviewer can be a single person or an approval committee with
members covering various review areas such as funding, technical viability,
security, et cetera.

1. Approve/disapprove request
2. Close request
Fulfillment
A Network Consulting request is typically a small consulting work effort (20-40

hours). It is usually performed by a single network architect. Examples of these
include:
v Network design review
v Replace a network device that has reached end of life
v Feasibility study to implement new functions (e.g. Quality of Service)
The process begins after the service request has been approved and assigned to a
fulfillment architect. Next, the fulfillment architect will review the request to
ensure that the requirements and the deliverables are clearly documented and
understood before starting to draft a solution. In the process of drafting the
solution, if more information is required, an e-mail is sent to the requester with the
needed information.
Once the design is complete, the fulfillment architect will document the solution
and send to the requester. An e-mail is sent to the requester notifying him of the
completion of the service.

1. Review request
Note: More information may be required at this step.

2. Design solution
3. Document solution
4. Request complete
Resource assignment
Direct assignment by analysts to specialist or the team queue.
The following task is performed as part of the resource assignment process:

v Notify the Fulfiller Architect of an approved service request
Role assignment
Table 35. Role assignments for I and S Network Consulting
Responsibilities related to I and S Network
Role Consulting
Service Requisition User v Enters service request information for the
catalog request.
v Verifies that deliverables meet the request
requirements.

Table 35. Role assignments for I and S Network Consulting (continued)
Responsibilities related to I and S Network
Role Consulting
Requester Approver Approves the content of the catalog request.
Network Architect Conducts all tasks needed to complete the
work effort.
Build New Server:
to manage catalog requests to Build New Server.
Purpose
A catalog request is required to kick off the deployment of a server build by the
various Service Delivery teams. It signals the start of any service level agreements
(SLAs).
Authorization
The creation and approval of a new standard server build is complex and is
therefore described as part of authorization process. These steps may be combined
and in some organizations they are. Typically, in smaller organizations some of the
steps clearly will not be as detailed or be subjected to detailed reviews. However,
in most large enterprises, checks and balances are in place to ensure the continuous
business operations and these enterprises will have the steps that are described
with reason codes.
The authorization process for the new server build requests solicits approval from
the requester’s manager as well as the approver of the Server Build delivery team.
Notifications are sent to the service requisition user in either case.

1. Requester manager approval
Note: If management does not approve the request, the request is closed and
the requester is notified of rejection.
2. Delivery approval
Note: If delivery does not approve the request, the request is closed and the
requester is notified of rejection.
3. Notify requester of approval
4. Start fulfillment
5. Notify requester of acceptance
Fulfillment

1. Validate Installation/Configuration Pre-requisites (Hardware Planning Team)

2. Order Hardware (Hardware Planning Team)
3. Receive Hardware (Hardware Planning Team)
4. Initial Installation (Hardware Planning Team)
5. Validate SAN Requirements (SAN Team)
6. Implement SAN (SAN Team)
7. Physical Network Implementation (FS Team)
8. Network Configuration (Network Services Team)
9. Create SM Configuration (Storage Management Team)
10. Complete Server Install and Cabling (Hardware Planning Team)
11. Validate Build Requirements (Server Build Team)
12. Load OS (Server Build Team)
13. Install Standard Applications (Server Build Team)
14. Configure SAN LUNs (if needed; Server Build Team)
15. Verify Platform Security Compliance (Server Build Team)
16. Requester Server Lockdown (Server Build Team)
17. Test Backups (Server Build Team)
18. Configure Monitoring System (Server Build Team)
19. Update Inventory System & SR Information (Server Build Team)
Resource assignment
Generally, direct assignment by analysts to specialist or the team queue. SAN PM

Assigns the SAN specialist in the course of the validation step.
Role assignment
Roles are meant as logical groupings of tasks. They are not meant to match any
particular organizational structure. The same individual may perform Several roles
may. A role may be split up among several individuals.
Table 36. Build New Server role assignments
Responsibilities related to Build New
Role Server Requests
Server Build Team Receives service request and performs all
Hardware Planning Receives hardware asset, creates/updates
SAN Engineer Participates in SAN planning activities,
team.

Table 36. Build New Server role assignments (continued)
Role Server Requests
Storage Management The TSM team is involved in planning
Network Services NS network services provisions network
switches and routers. NS coordinates with
facilities team to ensure physical
connectivity is provided as specified.
Facilities Team The facilities team coordinates with NS and
SAN teams to provide physical connectivity
and power for servers included in the
service request.
Steady State Team (Fulfiller) The steady state team accepts the
responsibility for managing the servers once
they have been completely installed and
configured by the other fulfillment teams.
Build new server with middleware:
to manage catalog requests to Build New Server with Middleware. The types of
middleware that can be created includes a Database Management System (DBMS),
a Message Queuing (MQ) system, and an Application Server (AS).
Authorization
The creation and approval of a new standard server build is complex and is
therefore described as part of authorization process. These steps can be combined,
and in some organizations they are. Typically in smaller organizations, some of the
steps clearly will not be as detailed or be subjected to detailed reviews. However,
in most large enterprises, checks and balances are in place to ensure the continuous
business operations, and these enterprises will have the steps that are described
with reason codes.
The authorization process of the New Server Build Service solicits approval from
the requester’s manager as well as the approver of the Server Build delivery team.
Notifications are sent to the service requisition user in either case.
Fulfillment

1. Validate installation/configuration prerequisites (Hardware Planning Team)
2. Order hardware (Hardware Planning Team)
3. Receive hardware (Hardware Planning Team)
4. Initial installation (Hardware Planning Team)
5. Validate SAN requirements (SAN Team)
6. Implement SAN (SAN Team)
7. Physical network implementation (FS Team)

8. Network configuration (Network Services Team)
9. Create SM configuration (Storage Management Team)
10. Complete server installation and cabling (Hardware Planning Team)
11. Validate build requirements (Server Build Team)
12. Load OS (Server Build Team)
13. Install standard applications (Server Build Team)
14. Configure SAN LUNs (if needed) (Server Build Team)
15. Validate database requirements are met (Server Build Team)
16. Perform database installation and configuration (Database Administrator)
17. Validate MQ requirements are met (if required) (Server Build Team)
18. Perform MQ installation and configuration (if required) (MQ Administrator)
19. Validate WAS requirements are met (if required) (Server Build Team)
20. Perform WAS installation and configuration (if required) (AS Administrator)
21. Configure monitoring system (Server Build Team)
22. Verify platform security compliance (Server Build Team)
23. Requester server lockdown (Server Build Team)
24. Test backups (Server Build Team)
25. Update inventory system & SR information (Server Build Team)
Resource assignment
Generally, direct assignment by analysts to specialist or the team queue. SAN PM

Assigns the SAN specialist in the course of the validation step.
Role assignment
Roles are meant as logical groupings of tasks. They are not meant to match any
particular organizational structure. The same individual may perform several roles.
A role may be split up among several individuals.
Table 37. Build New Server role assignments
Role Server requests
Server Build Team Receives service request and performs all
Hardware Planning Receives hardware asset, creates/updates
SAN Engineer Participates in SAN planning activities,
team.

Table 37. Build New Server role assignments (continued)
Role Server requests
Storage Management The TSM team is involved in planning
Network Services NS network services provisions network
switches and routers. NS coordinates with
facilities team to ensure physical
connectivity is provided as specified.
Facilities Team The facilities team coordinates with NS and
SAN teams to provide physical connectivity
and power for servers included in the
service request.
MQ Administrator Installs and configures an MQ system on the
server.
AS Administrator Installs and configures an Application Server
system on the server.
Database Administrator Installs and configures a DBMS on the
server.
Lotus Notes ID - Change Password:
Lotus Notes IDs have to be strictly managed by enterprises. Administrators usually

handle them. It is, however, necessary to track them for management and audit
purposes and control their issuance and modification through management
approvals.
Authorization
Typically, these IDs require at least two levels of approval. The first is by a
manager of the requester and the second is by a manager of the environment.
These individuals are tasked with ensuring that the rules of the organization are
adhered to. Corporate rules associated with access control apply. Once the Modify
ID request is approved, it is sent to the administrator or other fulfillment specialist.
This person modifies the ID and closes the request.

1. 1. Approve/disapprove step (Manager)
Note: Note: If the manager disapproves, the request is closed.

2. 2. Approve/disapprove step (Environment Manager)
3. 3. Close request

1. Modify account
2. Close request

Resource assignment

Specialist.
Role assignment
Table 38. Role assignment for Lotus Notes ID Change Password
Role assignment for Lotus Notes ID
Role Change
Requester An employee or employee manager
requesting modification of an ID that the
individual is responsible for.
for a modification of a Lotus Notes ID.
Fulfillment Specialist Modifies the Lotus Notes ID. Closes request
upon completion.
Attachments
The following offerings in this topic are delivered with the Service Catalog
reference sample attachments
Table 39. Service Catalog sample attachments
Offering Attachment Name File Name
Build New Standard Server PMSC001S PMSC001S.xls
Image
Deploy Server to Floor PMSC003S PMSC003S.xls
Minor Site Enhancement PMSC018S PMSC018S.xls
The attachments point to documents that reside in an attachment library. The files,
which need to be manually added to the library, are included in the
pmscsrdocs.zip file located in the following directory: installDirectory\tools\
maximo\en\pmsc_content\V7200_05.content\pmscsrdocs\.
The files contained in the zip file should be unzipped into the appropriate
directory on your Service Request Manager server.
See also
Attached Documents overview
Tools
UpdateTool
During Service Catalog installation, service content data is optionally loaded into
the system database tables.
The service content data includes:

v Offerings
v Catalogs
v Classifications
v Ticket templates

v Job plans
v User IDs
v Limit Tolerance
v Ticket Template
v Workorder Settings (WP Edit Status, Workorder Types)
The data stored in the system tables for these services includes references to a
specific organization, site, set and vendor. This tool can be used to modify the
service content data to reference a different organization, site, set, and vendor. This
tool will also create maxvars and autokeys if they have not been created for the
specified organization and site.
Overview:
A default set of objects and attribute values are installed with the product content
data.
The following table lists the default objects and attribute values:
Table 40. Default objects and attribute values
Object Attribute Value
Organization ORGID PMSCIBM
Site SITEID PMSCRTP
Set SETID PMSCS1
Company VENDORID PMSCSCC
In order to change the service content data to reference a different set of objects,
the new set of objects must be created prior to running the tool. Once the new set
of objects has been created, the tool can be configured to update the following
service content data:
v Services (offerings, catalogs)
v Classifications
v Job plans and job tasks
v User IDs
v Limit tolerances
v Ticket templates
v Work order settings (WP edit status, work order types)
Usage:
The updateTool script is located in the InstallDir\tools\maximo\pmsc directory.
Usage is as follows:
updateTool -objectStructure=updateTool72.xml[optional]
-input=updateTool72.properties
-objectStructure
An .xml file that includes the tables to be updated. The default value is
updateTool72.xml.

-input
A properties file that contains the user configuration data: updateTool.xml
contains Service Request Manager 7.1 object structures; updateTool72.xml
contains Service Request Manager 7.2 object structures.
Example:
In this example, updateTool is invoked to update the content data for all services,
classifications, and job plans that are installed with the product. The content data is
modified to reference a new organization, site, set, and vendor. The referenced
objects are selected from those available when demo data is installed.
Prior to running updateTool, the updateTool.properties file should be modified to

identify the new organization, site, set, and vendor. For this example, we will use
the values listed in the table below.
Table 41. updateTool.properties values
Property Required Example
ORGID YES ORGID=EAGLENA
SITEID YES SITEID=BEDFORD
SETID YES SETID=SET1
VENDORID YES VENDORID=UPS-2
The next step is to identify which services, classifications, and job plans should be
updated. In this example, we will update all services, classifications, and job plans
shipped with Service Catalog. These values should also be specified in the
updateTool.properties file. By default, the updateTool.properties file includes
the values for all service content data shipped with the product.
Table 42. updateTool.properties values
OFFERINGS NO OFFERINGS='PMSC_2001A','PMSC_2002A',...
JOBPLAN NO JOBPLAN='PMSC_0001A', 'PMSC_0002A',...
CLASSIFICATION NO CLASSIFICATION='PMSC_SM',...
TKTEMPLATE NO TKTEMPLATE='PMSC_0005T',...
WPEDITSTATUS NO WPEDITSTATUS='WAPPR',...
USERID NO USERID='PMSCADMUSR',...
LIMITGROUPS NO LIMITGROUPS='PMSCADM',
WORKTYPE NO WORKTYPE='PMSC',...
Note: At least one of the properties listed in the table above should contain input
values.
The final step is to invoke the tool as follows:
updateTool -objectStructure=updateTool72.xml \
-input=updateTool72.properties
After this command has been run successfully, all the service content data should
be accessible to users that are defined for the new organization and site. The

default insert site will be updated for all users specified using the USERID
property. In this example, the default insert site will be set to BEDFORD.
Details:
When updateTool is invoked, it will complete a number of tasks.
These tasks are:

v Perform validation on the .xml and properties file specified on the command
line
v Process the list of offerings specified in the properties file
v Process the list of classifications specified in the properties file
v Process the list of job plans specified in the properties file
v Process the list of ticket templates specified in the properties file
v Process the list of userids specified in the properties file, setting the default
insert site to the value specified for siteid
v Process the list of wpeditstatus values, adding them to the wpeditsettings table
if they do not exist
v Insert any required autokey and maxvar entries that are missing
Detailed descriptions of each of these tasks are provided in the sections below.
Validation
The tool will read the values from the properties file specified by the input
parameter and complete the following validations:
v Check for ORGID value
v Check for SITEID value
v Check for SETID value
v Check for VENDORID value
Note: The values above must be related among them.

v Check to see if there is a value specified for one of the following properties:
– SERVICES
– CLASSIFICATION
– JOBPLAN
v Check the Maximo database to ensure that the organization, site, set, and vendor
specified are valid objects
The tool will also parse the .xml file specified by the objectStructure parameter to
ensure that it is well-formed.
Services
When one or more services are specified in the properties file, the tool will perform
the following actions:
v Update service offering tables
v Update catalogs that include this offering

Classifications
When one or more classifications are specified in the properties file, the tool will
perform the following actions:
v Update the classifications and classstructure objects
Job plans
When one or more Job Plans are specified in the properties file, the tool performs
the following actions:
v Update the job plans
v Update the job tasks associated with the job plans
Autokey/Maxvars
The tool automatically searches for the required autokey and maxvar values and
inserts them for the new organization and site specified based on default objects
loading during updatedb.
Limit groups
When one or more limit groups are specified in the properties file, the tool will
v Update the LimitTolerance object
User IDs
When one or more user IDs are specified in the properties file, the tool will
v Update the MaxUser object
Work type
When one or more work types are specified in the properties file, the tool will
v Update the WorkType object
Ticket templates
When one or more ticket templates are specified in the properties file, the tool will
v Update the TKTemplate object
WP edit status
When one or more WP edit statuses are specified in the properties file, the tool will
v Update the WPEditSetting object
Recommendations:
There are several recommendations for using updateTool.

v Modify all service content data at the same time. There are a number of
relationships defined between classifications and services. As a result of partial
modification to classifications, services, and job plans, there may be services that
are not usable.
v Consider the impact of modifying the organization, site, set, and vendor
information for a particular service. The service may include database artifacts
that are common to another service.
v Review output from updateTool processing. Some manual vendor updates using
the user interface may be required.
Attribute name mapping:
In the system database schema, the attribute names specified in the database tables
for organization, set, site, and vendor are usually the same. In most cases, these
attributes are named as ORGID\SETID\ITEMSETID\VENDOR.
However, it is possible to have an attribute name that does not conform to the
standard naming convention. For example, in the PMSCCATDATA table, there are
two attributes that contain ITEMSETID values: ITEMSETID and ITEMSETID1. The
tool is capable of handling this situation. The non-conforming attribute name is
specified in the object structure (updateTool.xml) file.
Table 43. Object structure file
Element Sub-element Description
Objectstructure column, object This is root element
Column colName org/site/set/vendor column
name in database
Object Object tablename and where clause
You can specify one object inside another object, for example:
<object tableName="table A" whereClause="columnA in ( :SERVICES )">
<object tableName="table B" whereClause="columnB =:columnA and
itemtype=’SRMSERVICE’">
<object tableName="table C" whereClause="columnC =:columnC ">
</object>
</object>
</object>
For specifying different database attribute names, or if a table has two attributes to
update (for example, for ITEMSET):
<column attributeType="SETID">
<colName>ITEMSETID</colName>
<colName>ITEMSETID1</colName>
</column>
Error messages:
A number of error messages are associated with the organization, set, site, and
vendor.
When you specify an invalid ORGID/SETID/SITEID/VENDORID in the

properties file, a message is displayed.: Combination of ORGID/SITEID/SETID/
VENDORID is not valid. Please provide valid information.

When any of the required input values for ORGID/SETID/SITEID/VENDORID
are missing from the properties file, the following error message is displayed:
Error: SETID is mandatory java.lang.Exception: SETID is mandatory Exception
in thread "main" java.lang.NullPointerException at
com.ibm.ism.pmsc.tools.PMSCUpdateTool.main(PMSCUpdateTool.java:95)
When there are no values specified in the properties file for any of the SERVICES,
JOBPLAN, or CLASSIFICATION properties, the following message displayed:
Please specify all or one of these information: SERVICES, JOBPLAN,
CLASSIFICATION, OFFERINGS, WPEDITSTATUS, TKTEMPLATE
If the object structure file specified cannot be located, the following message is
displayed: Usage: updateTool -objectStructure=xxxx.xml[optional]
-input=XXXXX.properties Cannot find ...maximo\pmsc\updateTool.xml
Tables:
The tool modifies a number of tables and attributes.
The table below describes the tables and attributes that are modified. The Property
column identifies which properties are required to update the respective table and
attribute.
Table 44. Tables and attributes modified by updateTool
Table name Attribute name Description Property
PMSCOFFERINGEXT ITEMSETID Item set for the OFFERINGS
offering
PMSCTDOMATTRS ITEMSETID Addional OFFERINGS
ITEMSPEC table
domain attributes
PMSCOFFDIALOG ITEMSETID Default dialog OFFERINGS
behavior
PMSCCATALOGOFFMAP ITEMSETID Offering Map OFFERINGS
ITEM ITEMSETID Item set for the OFFERINGS
item
PMSCCATALOGEXT ITEMSETID Catalog Item OFFERINGS
Extension
ITEMORGINFO ITEMSETID Item set for the OFFERINGS
item org info
ORGID Organization OFFERINGS
identifier
ITEMORGSTATUS ITEMSETID Item set for the OFFERINGS
item org status
identifier
ITEMSPEC ITEMSETID Item set for the OFFERINGS
item spec
identifier
ITEMSTATUS ITEMSETID Item set for the OFFERINGS
item status

Table 44. Tables and attributes modified by updateTool (continued)
ITEMSTRUCT ITEMSETID Item set for the OFFERINGS
item struct
INVBALANCES ORGID Organization OFFERINGS
identifier
SITEID Site identifier OFFERINGS
COMMODITIES ITEMSETID Item set for OFFERINGS
commodities
CLASSANCESTOR ORGID Organization CLASSIFICATION
identifier
SITEID Site identifier CLASSIFICATION
CLASSIFICATION ORGID Organization CLASSIFICATION
identifier
CLASSSPEC ORGID Organization CLASSIFICATION
identifier
CLASSSPECUSEWITH ORGID Organization CLASSIFICATION
identifier
CLASSSTRUCTURE ORGID Organization CLASSIFICATION
identifier
ASSETATTRIBUTE ORGID Organization CLASSIFICATION
identifier
JOBPLAN ORGID Organization JOBPLAN
identifier
SITEID Site identifier JOBPLAN
JOBTASK ORGID Organization JOBPLAN
identifier
SITEID Site identifier JOBPLAN
AUTOKEY ORGID Organization *
identifier
SITEID Site identifier *
MAXVARS ORGID Organization *
identifier
SITEID Site identifier *
LIMITTOLERANCE ORGID Organization LIMITGROUPS
identifier
TKTEMPLATE ORGID Organization TKTEMPLATE
identifier
WORKTYPE ORGID Organization WORKTYPE
identifier
WPEDITSETTINGS ORGID Organization WPEDITSTATUS
identifier

Table 44. Tables and attributes modified by updateTool (continued)
MAXUSER DEFSITE Default site USERID
*This table/attribute gets updated automatically and is not dependent upon a

property being set.
GenerateAppAuth
The generateAppAuth tool can be used to create Service Catalog application
authorization entries for user-defined user groups
Usage:
The generateAppAuth script is located in InstallDir\tools\maximo\pmsc directory.
Usage is as follows:
generateAppAuth -objectStructure=generateAppAuth72.xml
-input=generateAppAuth.properties
-objectStructure
An .xml file that includes the tables to be updated.
-input
A properties file that contains the user configuration data.
Properties file
The generateAppAuth properties file must contain two properties: GROUPS and
APPS.
GROUPS is a list of group pairs of the form OLDGROUP:NEWGROUP, where

OLDGROUP is the group configured at installation (for example, PMSCADM) and
NEWGROUP is the new user-defined group.
APPS is the list of Service Catalog applications for which new authorization
records will be created.
Table 45. generateAppAuth properties file
GROUPS YES GROUP1:GROUP2, ...
APPS YES PMSCOFFCAT,...
Note: Prior to running generateAppAuth, the generateAppAuth.properties file must

be modified to identify the new user group and application data.
Details:
When generateAppAuth is invoked, it will complete a number of tasks.
These tasks are:

v Perform validation on the .xml and properties file specified on the command
line
v Process the list of groups specified in the properties file

v Process the list of applications specified in the properties file
v Create authorization entries for each application in the APPS list and each
NEWGROUP (for pair OLDGROUP:NEWGROUP if there is an entry for
OLDGROUP in generateAppAuth72.xml)
Validation
The tool will read the values from the properties file specified by the input
parameter and complete the following validations:
v Check for GROUPS value
Note: The GROUPS list must contain pairs of groups of the form:
EXISTING_GROUP:NEWGROUP, EXISTING_GROUP:NEWGROUP, ...
v Check for APPS value
The tool will also parse the .xml file specified by the objectStructure parameter to
ensure that it is well-formed.
Conditional branching using work orders

In a given set of work tasks, there may be a branch in the network in which a
predecessor task has two or more successor tasks. If all the tasks in the network
are required to be performed, the branching represents parallel paths of work. In
Service Request Manager 7.2, the standard work management business rules
support this model.
The relationships between tasks are stored as persistent data in the wotaskrelation
and jptaskrelation tables for work orders and job plans, respectively. The
management of status changes that set tasks in progress and detect their
completion is performed by embedded process functions known as flow control
that reside in the work management applications. They use flags in the user
interface to optionally turn them on, suspend them, or turn them off.
However, in some cases, a predecessor task represents a conditional test that

requires only one of two possible successor branches to be performed. For
example, a task can capture the success or failure of a validation test. A successful
result versus an unsuccessful result determines which downstream branch of the
network to activate, and which to deactivate.
The Service Catalog “Minor Site Enhancement” on page 121 service uses the
existing work order application within the system to manage the delivery of
service requisitions. Each work order contains a work plan that describes the tasks
that need to be performed. The work plan is created when a service is ordered
with a ticket template containing an associated job plan. The sequence of the tasks
that are part of the work plan are enforced from a work execution standpoint. A
user cannot perform a task until the previous task has been completed. This is
handled in the core work order application using the embedded flow control
functionality and task sequencing. Currently, there is no support for conditional
branching within work plans. This section describes a design alternative to
address this issue.
The following diagram shows a typical work scenario that a service may want to
implement.

T1
No Yes
T2
T31 T41
T32 T42
T5
Conditional branching utilizes base system workflow in conjunction with flow

control. Together, they manage the status of records in a work order hierarchy. A
work order hierarchy is a group of work orders arranged in parent-child
relationships. At the highest level, one work order is the parent. This top-level
work order can have one or more child work orders (or work order tasks) . Each
child work order can have one or more children, and so on. A child work order
can have only one parent. The lowest level of any branch of the hierarchy is
usually the task level containing the steps that are defined in a work plan or job
plan.
The above diagram shows six tasks linked with precedence relationships. The tasks
arise from a job plan being applied to a work order. In this example, it creates a
simple, two-level work hierarchy consisting of a parent work order with multiple
tasks.
The work set in the diagram above can be represented using a top-level work
order and six tasks. Each task will likely have an owner who is notified in a timely
fashion that the task is ready for work to commence. This can be done by e-mail or
a start center result set where a person's current work is displayed in a table that
links to the records' owning application(s).
Table 46. Links to records' owning applications
Parent work order Work plan - task Predecessor
T0 T1
T0 T31 T1
T32 T31
T0 T41 T1
T0 T42 T41
T0 T5 T32,T42
Design assumptions:
v Parent work order (T0) has flow control activated.
v Parent work order (T0) contains six tasks from a job plan where the tasks, the
work they represent, their precedence relationships to each other, and their
activated flow control are pre-defined.
v Tasks T31 and T41 are special cases because one or the other branch of the
network is performed based on a Boolean expression, and they need to activate
a workflow immediately upon entering the in-progress status to evaluate the
conditional logic.
v The workflow is created for the woactivity (task) object and is specific to this
branching requirement. The action that initiates it is specified on T31, T32, T41,
and T42 as a flow action. It is defined on their job plan tasks so that the work
plan task test condition logic can update each branch node status for completion.
Logical versus physical flow:
In a logical flow chart, the test is represented by a conditional node creating

mutually exclusive true and false branches. Base system work plans do not have
the concept of a conditional node – everything is a work order or task.
Therefore, the branching logic must be moved into the tasks themselves. For this,
we will use workflow. As each eligible parallel task goes into progress as a result
of its predecessor(s) being completed, a short-burst workflow will evaluate that
task's role in the network and set its status accordingly. The actual data criteria
used to evaluate the tasks, and the statuses used to process the tasks, are
implementation choices based on the requirements of that use case. Here, we use a
simple example to illustrate the mechanics of the components working together. It
is not a real world use case. It is meant to explain only the concept of flow control
and task workflow in combination, not any specific business solution.

2 3
Y
1 6
N
4 5
Logical flow
2 3
1 6
4 5
Physical
Because Maximo work plans do not support conditional nodes, the condidtions
need to be applied to each candidate tasks as it goes into progress through
flow control
Processing flow:
v The flow control business rules state that when a task enters the in-progress
status as a result of its predecessors being completed, its flow action runs
immediately. This means that the completion of T1, T31,and T41 starts the
workflow process that was defined as a workflow initiation action and made the
flow action on their job plan tasks.
v Inside the workflow, which is now active on T31 and T41 and has access to and
control of their mbo object, a conditional branching test is performed.
The conditional test indicating that the predecessor T1 validation passed or failed
can be specified using various implementation methods:
v As a T1 user interface field or status for the user to select or clear
v As a job task classification data field
Workflow or the user performs its conditional test on T31 and marks the result.
v If it determines that T31 (No branch) should be performed, workflow stops and
the task remains in the in-progress status for its owner to pick up and work on.
The other tasks in the No branch are performed in succession. (A real world
implementation might be more likely to use a synonym of cancel, but the
concept is the same.)
v If it determines that T31 should not be performed, workflow flags it as not
needed and auto-completes T31 and T32 status. By “perform,” it is meant that
the branch will be processed normally. That is, upon T31's completion, the
correct successor task T32 goes into progress. The in-progress status is
commonly used to notify a task's owner of the task's currency in the set or
readiness to be worked on. When that task is completed, it starts its successor
task, which in turn runs the same workflow for another evaluation of its data
value in comparison to its predecessor's.

A second workflow performs its conditional test on T41 (Yes branch). It returns the
opposite result as T31 and processes the task accordingly.
Components:
The case in the previous topic contains building blocks.
The following are the building blocks for this case:

v A parent work order
v A 6-task job plan with precedence relationships between them (as shown in the
schematic in “Conditional branching using work orders” on page 140 – applied
to the work order to create a work plan)
v Flow control activated on the work order and job plan tasks (not shown)
v A data relationship to get to a predecessor’s data from a successor. Or,
alternatively, a job plan classification with data attributes
v One or more workflows active on the woactivity object
v A task action for starting workflow on branch tasks
v A status change action for changing a task’s status to complete
v A setvalue action to set the current task’s flag to its predecessor’s after the
conditional test (so its successor can use the same workflow to continue down
the No branch)
Data relationship for predecessor's data
In the Database Configuration application, go to the woactivity object and insert a

new relationship. The relationship’s job is to fetch the predecessor mbo of a
current task by linking to the relationship table. The child object of the relationship
is also the woactivity object (we are getting to a task from a task). The where
clause is the following: wonum = (select predrefwonum from wotaskrelation where
wonum = :wonum and siteid = :siteid) and siteid = :siteid.
The relationship was named PRED, which you see below in the workflow
condition.
Workflow
The workflow has a condition that branches true or false based on the current
task’s data match to its predecessor. The condition is::woacceptscharges =
:pred.woacceptscharges
v If true, exits workflow. Task remains in the in-progress status.
v If false, runs a status change to complete and exits workflow.
Workflow initiation action
A wfinitiation action is needed to start workflow as the task action on 2, 3, 4 and 5.
Status change and setvalue actions
A two-step action sets the successor’s flag to the predecessor’s. If they are
different, then does a status change.

Chapter 3. Messages
This section provides explanations and responses for messages that you see while
using Service Request Manager.
About this task
Installation messages
message for additional information about the specific
CTGIN0004E The system cannot access a required
cause of this failure and corrective action.
procedure file. The error text is
error_text.
CTGIN0013E The library_name shared library could
Explanation: An attempt to load common installation
not be deleted. The error text is
procedures failed.
error_text.
Administrator response: Refer to the error text in the
Explanation: See message.
message for additional information related to the
specific cause of this failure and corrective action. Administrator response: Refer to error text in the
CTGIN0005E The deployment of file_name failed.
The error text is error_text.
CTGIN0015E The application_name application could
not be started. Error text: error_text
Administrator response: Refer to error text in the
specific cause of this failure and corrective action. Administrator response: Refer to the error text in the
CTGIN0007E The system could not create the
library_name shared library. The error
text is error_text. CTGIN0017E The mail_session_name mail session
could not be created. The error text is
error_text.
cause of this failure and corrective action. Administrator response: Refer to the error text in the
CTGIN0009E The system could not add the
library_name shared library to the
app_name application. The error text is CTGIN0019E The process solution installation
error_text. service was unable to access the
target_directory directory.
Explanation: The process solution installation service
attempted to access files in the specified directory. The
directory either does not exist or is unaccessable.
Administrator response: If you were running a
command to install a package, modify the command to
CTGIN0011E The removal of file_name failed. The
identify a valid and existing directory name, and then
error text is error_text.
run the command again.
Explanation: Errors were detected during an attempt
to uninstall the specified application filename. The
application was not successfully uninstalled.
Administrator response: Refer to error text in the

CTGIN0020E • CTGIN0028E
ProcessModule IntegrationModule .
CTGIN0020E The package_file file is not a valid
Solution Installation for Autonomic Administrator response: This message indicates an
Computing Package. The exception is incorrectly packaged process solution installation
exception_text. service package. Contact the owner of the package to
obtain a valid package, and then attempt to install the
Explanation: During the installation of a process
updated package.
solution, the process solution installation service
attempted to process the specified file in the
installableApps directory. The specified file does not CTGIN0024E An unexpected exception was
appear to be a valid Solution Install for Autonomic encountered during processing of a
Computing package because Solution Installation for process solution installation service
Autonomic Computing returned the specified exception request. The exception is exception_text.
information.
Explanation: During the processing of a process
Administrator response: Modify the installation solution installation service request, an unexpected
command to specify a valid Solution Install for exception was encountered. The request was
Autonomic Computing package. unsuccessful.
Administrator response: Review the exception text to
CTGIN0021E The file, package_file, does not meet determine the root cause of the problem. If you are
one or more of the requirements that are unable to correct the problem using this exception
defined for a process solution information, contact customer support for additional
installation service package. corrective action.
Explanation: During the installation of a process
solution, the process solution installation service CTGIN0025E The file, package_file, is not a base
attempted to process the specified file in the Install or a full update package.
installableApps directory. The specified file appears to
be a valid Solution Install for Autonomic Computing Explanation: During the installation of the process
package. However, the file does not meet the additional solution, the process solution installation service
requirements associated with a Process Solution attempted to install the specified file in the
Installation Service package. These errors are installableApps directory. The specified file is a valid
documented in subsequent messages. Solution Install for Autonomic Computing package.
However, the package type is not a base Install or full
Administrator response: This message indicates an update package type.
incorrectly packaged process solution installation
service package. Contact the owner of the package to Administrator response: This message indicates that
obtain a valid package, and then attempt to install the an attempt was made to perform an install operation
updated package. against a package type that does not support the install
operation. Try the install operation with a base install
or full update package.
CTGIN0022E The file, package_file, does not define a
SolutionElementType identifier in the
buildID element. CTGIN0026E The validation_level validation level
could not be set. The error text is
Explanation: The specified package file does not error_text.
define a value for the buildID element. A value that
identified the type of process solution element that is Explanation: See message.
associated with the package type must be specified for Administrator response: Refer to the error text in the
the buildID element. message for additional information about the specific
Administrator response: This message indicates an cause of this failure and corrective action.
incorrectly packaged process solution installation
service package. Contact the owner of the package to CTGIN0028E The attributes for the object_id object
obtain a valid package, and then attempt to install the could not be modified. The error text is
updated package. error_text.
CTGIN0023E The file, package_file, does not contain
a valid value for the buildID element. Administrator response: Refer to the error text in the
The specified value, (value), is not valid. message for additional information about the specific
Explanation: Although the specified package file
provides a value for the buildID element, the specified
value is not supported. The supported types are:

specific cause of this failure and corrective action.

CTGIN0030E The datasource_name datasource could
not be created. The error text is
error_text. CTGIN0043E The command parameter clause
starting with parameter name
parameter_name does not identify a valid
Administrator response: Refer to the error text in the parameter name.
Explanation: Only one of the supported command
parameter names should be specified in a command.
Administrator response: Remove the specified
CTGIN0033E The following required parameter has
command parameter name, and then run the command
not been specified: missing_parm.
again.
Explanation: The specified parameter must be
provided when running a process solution installation
CTGIN0044E The parameter_name parameter does not
service custom action.
support a value.
Administrator response: This message indicates an
Explanation: A parameter value was specified for a
incorrectly packaged Process Solution Installation
command parameter that does not support a value.
Service package. Contact the owner of the package to
obtain a valid package, and then, try to install the Administrator response: Remove the value that was
updated package. specified for the parameter, and then run the
commmand again.
CTGIN0034E The action action is not one of the
supported actions. Specify installApp, CTGIN0045E The parameter_name command
uninstallApp, or updateApp. parameter must be specified.
Explanation: See message. Explanation: A required parameter was not specified
in the command string.
Administrator response: This message indicates an
incorrectly packaged Process Solution Installation Administrator response: Modify the command to
Service package. Contact the owner of the package to include the missing parameter, and then run the
obtain a valid package and install it. command.
CTGIN0037E They system could not obtain an ID CTGIN0046E The parameter_name parameter must be
for the WebSphere environment specified when you execute the
variable, var_name. The error text is action_identifier action.
error_text.
Explanation: The specified action could not be
Explanation: See message. executed because a required parameter was not
specified.
message for additional information about the specific Administrator response: Modify the command to
cause of this failure and corrective action. include the required parameter, and then run the
command.
CTGIN0039E The var_name WebSphere environment
variable could not be created. The error CTGIN0047E The parameter_name parameter is not
text is error_text. supported when executing the
action-identifier action.
Explanation: An unsupported parameter was specified
for the action.
cause of this failure and corrective action. Administrator response: Modify the command to
remove the specified parameter, and then run the
command again.
CTGIN0041E The WebSphere environment variable,
var_name to value var_value, could not be
set. The error text is error_text. CTGIN0048E The specified value, parameter_value,
for the parameter_name parameter is not a
supported value. Specify one of the
Administrator response: Refer to the error text in the following values: allowable_values.
Explanation: The value specified for a command
Chapter 3. Messages 147

parameter was not one of the supported enumerated syntax and then, run the command.
values for that parameter.
Administrator response: Modify the command using CTGIN0056E The process solution installation
one of the supported values, and then run the service client received an empty
command again. command body.
Explanation: A command that was sent to the process
CTGIN0049E No value was provided for the solution installation service client did not have the
parameter_name parameter. required parameters.
Explanation: A command parameter does not include Administrator response: Modify the command to
a parameter value. include valid parameters, and then run the command.
Administrator response: Modify the command to
include a value for the specified parameter, and then CTGIN0057E An unexpected exception was returned
run the command again. by the WebSphere Application Server.
The exception encountered is excp.
CTGIN0050E The parameter_name parameter has Explanation: The process solution installation service
been defined more than once in the client attempted to send a commmand to the process
parameter list. solution installation service. An exception was
encountered by the WebSphere Application Server, and
Explanation: A parameter name cannot be defined
the command was not correctly processed by the
more than once in the parameter list.
process solution installation service.
Administrator response: The exception text will
remove any extraneous instances of the specified
provide additional details related to this error. Make
parameter, and then run the command again.
sure the WebSphere Application Server has been
started, and run the command again.
CTGIN0051E The command parameter list is not
correctly formed.
CTGIN0060E An ID for the datasource with
Explanation: The process solution install detected an attribute attribute equal to jndi_name
error in the construction of the command parameter could not be obtained. Error text:
list. The command will not be processed. error_text
Administrator response: Modify the command to Explanation: See message.

adhere to the general syntax associated with any
process solution installation client command, and then
CTGIN0052E A command parameter was expected,

CTGIN0062E The object_id object could not be
but a parameter value was specified
deleted. Error text: error_text.
instead. Value: parameter_value.
Explanation: A parameter value was specified instead
of an expected parameter name. Administrator response: Refer to the error text in the
adhere to the general syntax associated with any
process solution installation client command, and then
run the command again. CTGIN0064E The mail_session_name mail session
could not be deleted. Error text:
error_text
CTGIN0053E The command cannot be processed
because errors were detected during Explanation: See message.
validation.
Explanation: The specified command does not adhere message for additional information related to the
to the syntax for installation service client commands. specific cause of this failure and corrective action.
The command was not sent to the installation service
for processing.
Administrator response: Use information in the
previously issued messages to correct the command,

package, or it does not meet the additional

CTGIN0066E An uninstall operation was attempted
requirements for a process solution package.
on an installed element that is the
wrong type. Administrator response: Modify the command to
identify a valid process solution package, and then run
Explanation: The process solution installation service
the command.
client attempted to uninstall an existing software
component that was not a process solution package.
CTGIN0072W The package_file file was not installed
because a software instance for
specify a valid process solution package, and then run
package_name at version package_version is
the command.
already installed.
Explanation: An attempt to install the specified
CTGIN0067E An uninstall operation was initiated,
package failed because it is already installed and
but multiple matching installed
registered on the target IBM Change and Configuration
software elements were found. The
Management Database server.
operation could not proceed.
Explanation: Multiple process solution entries of the
identify a process solution package that is not installed,
same UIDD were found. This indicates that the process
and then run the command again.
solution software registry is in an inconsistent state.
Administrator response: Contact customer support.
CTGIN0073E Errors were detected during the
installation of the package-file package.
CTGIN0068E A required properties file file could
Explanation: During installation of the specified
not be loaded.
package, errors were detected that prohibited the
Explanation: The required properties file is missing, or successful completion of the installation.
it is not readable.
Administrator response: Additional messages will be
Administrator response: This error indicates a displayed that will identify errors detected during the
possibly damaged installation. Contact customer installation of the package. Refer to those messages for
support. corrective action.
CTGIN0069E A required property, property_name, is CTGIN0075E The software instance that has a
missing from the property file, unique identifier, package_uuid, at
property_file_name. version package_version is not currently
installed or registered.
Explanation: The required property is missing,
therefore the operation could not proceed. Explanation: An attempt to undo the specified
software instance failed because the specified instance
Administrator response: This error indicates a
is not currently installed.
potentially damaged installation. Contact customer
support. Administrator response: Modify the command to
identify an installed process solution package, and then
CTGIN0070E The specified value, parameter_value,
for the parameter_name parameter is not a
hexadecimal string of length, CTGIN0076E Errors were detected during the
required_length. attempt to remove software instance that
has the unique identifier, package_uuid.
Explanation: An incorrectly formed hexadecimal
string value was provided for the specified parameter. Explanation: The specified software instance is
currently installed, but errors were detected during an
Administrator response: Modify the parameter value
attempt to remove it.
to be of the specified length and ensure it only contains
hexadecimal characters before running the command Administrator response: Additional messages will be
again. displayed that will identify errors detected during the
uninstallation of the package. Refer to those messages
for corrective action.
CTGIN0071E The package_file file cannot be installed
because it is not a valid solution
element installation package.
Explanation: The specified package is either not a
valid Solution Installation for Autonomic Computing

CTGIN0079E The process solution installation CTGIN0088E The request failed the system check
service was unable to access file because of unsatisfied requirements.
package_file.
Explanation: A system check was performed to ensure
Explanation: The specified solution element all requirements were satisfied. One or more of the
installation package does not exist or is not accessible. requirements were not satisfied, and the request will
not be processed.
reference a file that exists, and then run the command Administrator response: Subsequent messages will
again. describe the nature of the unsatisfied requirements.
Take the necessary actions to modify the system to
meet the requirements, and then run the command
CTGIN0081E An error occurred when the system
again.
attempted to add or delete user, user, as
an administrator console user. Result:
error_text. CTGIN0089E The request failed because an
integrity violation was detected. The
request will not be processed.
that all integrity checks were satisfied. One or more
integrity violations were detected. The request will not
be processed.
CTGIN0083E An error occurred when the system
Administrator response: Subsequent messages will
attempted to map Configuration
describe the nature of the integrity violations. Take the
Management database roles. The error
necessary actions to modify the system and to correct
text is error_text.
the target server. Then, run the command again.
Administrator response: Refer to the error text in the CTGIN0090E Dependency checks were not satisfied
message for additional information related to the for the operation operation, which was
specific cause of this failure and corrective action. performed against the target software
target.
CTGIN0084E The application client failed to Explanation: One or more dependency checks for the
successfully login to the WebSphere specified target failed during the system check.
Application Server using the userid user Subsequent messages identify the specific failures that
ID. Check the user ID and password. were detected.
Explanation: An attempt was made to login to Administrator response: Subsequent messages will
WebSphere Application Server using the specified user describe the nature of the independency checks that
ID. The attempt failed, and the application client were not satisfied. Take the necessary actions to modify
program terminated. the system to correct the target server, and then run the
command again.
specify a valid user ID and password, and then run the
command again. CTGIN0091E The topology check for the target
software target failed.
CTGIN0086E An error occurred during the loading Explanation: Topology checks that are associated with
of the prop_file_name property file. The the target software instance failed. Subsequent
error text is error_text. messages identify the specific topology checks that
were not satisfied.
Explanation: An attempt was made to load the
property file using the given file name and file location.
The attempt failed and the application client program CTGIN0092E The topology target check named
terminated. topology_target failed for the software
target, software_target.
Administrator response: Ensure that the specified file
may be accessed. If the file does not exist or is Explanation: The specfied target topology check was
damaged, contact customer support. not satisfied for the identified software target.
Administrator response: Subsequent messages will
describe the nature of the failed checks. Use these
messages to determine the actions to take to correct the
target server, and then, run the command again.

CTGIN0093E The topology_target topology target CTGIN0097E The check with identifier,
check, which is associated with the check_identifier, that is associated with
environment hosting environment, failed alternative named alternative_name was
for the software_target software target. not satisfied for software target
software_target.
Explanation: The specfied target topology check was
not satisfied for the identified software target on a Explanation: The specified check associated with the
particular hosting environment. failed alternative was not satisfied.
Administrator response: Subsequent messages will Administrator response: Consult any documentation
describe the reason for the failed checks on the associated with the package that is being installed to
specified software target. Use these messages to determine the corrective action that should be taken to
determine the actions to take to correct the target satisfy at least one alternative of the specified
server, and then run the command again. requirement.
CTGIN0094E The requirements check for the CTGIN0098E nbr_impacts integrity impacts have
software_target software target failed. been detected for the operation operation,
which was performed against the target
Explanation: One or more requirements that are
software target.
associated with the target software instance failed.
Subsequent messages identify the specific requirements Explanation: During the system check, one or more
that were not satisfied. impacts to the system integrity were detected, because
of the specified operation on the specified target.
Administrator response: Consult the documentation
Subsequent messages identify the specific integrity
that is associated with the package that is being
impacts that were detected.
installed to determine the corrective action that you
should take for this failure. Administrator response: Subsequent messages will
describe the nature of the failed integrity checks. Use
these messages to determine the actions to take to
CTGIN0095E The requirement_name requirement was
correct the target server, and then run the command
not satisfied for the software target,
again.
software_target.
Explanation: The specified requirement must be
CTGIN0099E Integrity Impact Description:
satisfied before the change management operation is
impact_description.
completed.
Explanation: This message provides the description of
Administrator response: Consult any documentation
a specific integrity impact that was identified during
associated with the package being installed to
the system check.
determine the corrective action that should be taken to
satisfy the specified requirement. Administrator response: Review the description of the
impact in the message. This description will provide
information related to the corrective actions that you
CTGIN0096E The alternative_name alternative that is
must take.
associated with requirement_name
requirement was not satisfied for the
software_target software target. CTGIN0100E The specified file path, ,filepath, for the
parameter_name parameter does not exist.
Explanation: The specified alternative associated with
a requirement was not satisfied. At least one of the Explanation: The file path for the specified parameter
alternatives associated with the requirement must be must identify an existing file.
satisfied before the change management operation can
be completed.
reference an existing file, and then run the command
Administrator response: Consult any documentation again.
associated with the package being installed to
determine the corrective action that should be taken to
CTGIN0101E The parameter_name command
satisfy at least one alternative of the specified
parameter must be specified when
requirement.
performing the action_identifier action
against solution element solution_type.
Explanation: The specified parameter must be
provided when the specified action is performed
against the specified solution element type.

Administrator response: Modify the command to a damaged installation. Contact customer support.
include the specified parameter name, and then run the
command again.
CTGIN0109E The solution_type that has the
solution_identifier unique identifier is not
CTGIN0102E The parameter_name command currently registered in the process
parameter is not a supported parameter database.
when performing the action_identifier
Explanation: Errors were detected during the attempt
action against the solution_type solution
to remove the registration of the specified process
element.
solution from the process database. The process
Explanation: The specified parameter is not a solution is not currently registered in the process
supported parameter for the specified action when that database.
action is initiated against the specified solution element
Administrator response: Modify the uninstall
type.
command to identify a package that is currently
Administrator response: Modify the command to installed. If you believe that the package is currently
remove the specified parameter name, and then run the installed, you may have a damaged installation and
command again. should contact customer support.
CTGIN0105E The removal of the registration of the CTGIN0110E The solution_type that is defined in the
solution_type with with a unique registration file, registration_file, is
identifier solution_identifier failed. already registered in the process
database.
to remove the registration of the specified process Explanation: Errors were detected during the attempt
solution from the process database. to register the specified process solution in the process
database. The specified process solution is already
Administrator response: Additional messages and or
registered in the process database.
exception information are also displayed when this
message is issued. Consult these additional messages Administrator response: Modify the install command
for corrective action. to identify a package that is not currently installed. If
the specified package is not currently installed, you
may have a damaged installation and should contact
CTGIN0106E The registration processing failed for
customer support.
the file, filepath. The process solution
element was not successfully registered.
CTGIN0112E The update of the registration
Explanation: Errors were detected during an attempt
information failed for solution_type with
to parse and load the specified registration XML file
the unique identifier of
into the process database.
solution_identifier.
Administrator response: Additional messages and
to update the registration information that is associated
message is issued. Consult these additional messages
with the specified process solution.
Administrator response: Additional messages and or
CTGIN0107E The process solution installation
message is issued. Consult the additional messages for
service is unable to read file filepath.
corrective action.
Explanation: Errors were detected when the process
solution installation service attempted to open and read
CTGIN0113E The specified port number,
the specified file.
port_number, for the parameter_name
Administrator response: Additional messages or parameter is not a valid port number.
Explanation: A valid port number must be specified.
message is issued. Consult the additional messages for
corrective action. Administrator response: Modify the command to
reference a valid port number, and then run the
command again.
CTGIN0108E The system could not obtain an object
ID for the library_name shared library.
Administrator response: This message might indicate

result, the required license agreement procedure could

CTGIN0115E A general solution install or I/O
not be completed. This may have been due to an
failure was encountered during an
incorrect invocation of the tool or by a general failure
attempt to query the package,
of the JVM. Further information from the license
package_file, for software license
acceptance tool is in the returned error message.
information. The problem may be
related to a file permission or a file I/O
related issue. The underlying error was CTGIN0122E The command parameter
exception_message. mising_parameter_name must be defined
when the specified_parameter_name
Explanation: Could not satisfy the license query
parameter is specified.
request due to a general error.
Explanation: The required parameters were not
Administrator response: Verify that the package path
specified.
that you supplied is correct and references a valid,
readable solution module. Administrator response: Modify the command to add
the missing command parameter, and then run the
command again.
CTGIN0117E Errors were detected during license
acceptance processing for package,
package_file. The error code is error_code. CTGIN0125E The system could not create the
container managed persistence connector
Explanation: An attempt was made to install a process
factory, object_name . The error text is
solution package. When the license information was
error_text.
displayed for the user, an error was detected. The
specified package was not installed. Explanation: See message.
Administrator response: Rerun the installation Administrator response: Refer to the error text in the
command. If the same error persists, contact IBM message for additional information related to the
Service. specific cause of this failure and corrective action.
CTGIN0118E The required property, property_name, CTGIN0127E The system could not create the J2C
was not set before one of the process Authentication Alias, object_name. The
solution install client applications was error text is error_text.
launched.
Explanation: The required property is missing. The
operation could not proceed. Administrator response: Refer to the error text in the
Administrator response: Make sure the process specific cause of this failure and corrective action.
solution install client application is started with the
appropriate invocation script.
CTGIN0128E The package_file file is not a valid
Solution Installation for Autonomic
CTGIN0120E The solution install Java custom action Computing upgrade package.
for managing the license acceptance
process was invoked without setting the Explanation: During the upgrade of a process
required bean properties: solution, the process solution installation service
one_or_more_bean_property_names. This is attempted to upgrade the specified file in the
a programmatic error in the solution installableApps directory. The specified file is a valid
install package that is being installed. Solution Install for Autonomic Computing package.
However, the package type is not a valid upgrade
Explanation: package type.
Administrator response: This is a programmatic error. Administrator response: This message indicates an
Consult with the provider of the module that you are attempt to perform an upgrade operation against a
trying to install. package type that does not support the upgrade
operation. Try the install with a package that is a valid
type for the upgrade operation.
CTGIN0121E The license acceptance tool was
unable to process the software license
information. The failure code, CTGIN0129E The package_file file is a Solution
return_code was returned with the Installation for Autonomic Computing
following message std_out_string, and Configuration Unit Package.
with an error message of std_err_string
Explanation: The specified file contains a Solution
Explanation: The license acceptance tool failed. As a

Install for Autonomic Computing Configuration Unit

CTGIN0137E Errors were detected in attempting to
package. However, the process solution installation
remove changes that were made to the
service does not support this type of package.
software instance with unique identifier
Administrator response: Specify a package type that package_uuid and version package_version.
is appropriate for the installation operation, and then
Explanation: An attempt was made to undo changes
that were made to the the specified software instance in
a previous upgrade operation. Errors were detected
CTGIN0130E Errors were detected during an during an attempt to undo the changes to that software
attempt to upgrade the package-file Instance.
package.
Explanation: During upgrade processing of the displayed that will identify the errors detected during
specified pacakge, errors were detected that prohibited the attempt to undo the package. Refer to those
the successful completion of the upgrade. messages for corrective action.

displayed that will identify errors detected during the CTGIN0138E Changes that were previously made to
upgrade of the package. Refer to those messages for the software Instance with the
corrective action. package_uuid unique identifier at version
package_version cannot be undone.
CTGIN0132E There is currently no installed process Explanation: An attempt was made to undo changes
solution instance that can be updated by made to the the specified software Instance in a
the specified process solution upgrade previous upgrade operation. The upgrade package that
or fix package. was used to upgrade the software instance does not
support the ability to repeal the upgrade using the
Explanation: An attempt was made to upgrade a undo operation.
process solution or to apply a fix to a process solution.
There are no currently installed process solutions that Administrator response: To restore the software
satisfy the base required for the upgrade or fix Instance to its previous version, you will need to
package. uninstall the software Instance,install the software
instance again, and then apply any upgrade packages.
identify a process solution upgrade or fix package that
can update a currently installed process solution. CTGIN0139E An undo action is not permitted
against a base install or full update
solution instance.
CTGIN0133E An uninstall action is not permitted
against an incremental update or fix Explanation: An attempt was made to undo changes
process solution instance. against a process solution element that is a base install
or full update version. Undo actions can only be
Explanation: An attempt was made to uninstall a initiated against incremental update and fix process
process solution element that is a fix or incremental solution element instances.
update version. Uninstall actions can only be initiated
against base process solution element instance. Administrator response: Modify the -pkgver and
-pkguuid parameters to identify an incemental update
Administrator response: Modify the -pkgver and or fix process solution element instance and then run
-pkguuid parameters to identify the base process the command again.
solution element instance, and then run the command
again.
CTGIN0140E The target WebSphere Application
Server has not been started.
CTGIN0135E The connection to database, database,
using user ID userid failed. Check the Explanation: An attempt was made to login to
user ID and password. WebSphere Application Server using the specified user
ID. The attempt failed, and the application client
Explanation: An attempt was made to connect to the program has been terminated. The target WebSphere
specified database using the specified user ID and Application Server did not respond to the login request
password. The connection attempt failed. The and does not appear to be running.
installation operation was not completed.
Administrator response: Start the target WebSphere
Administrator response: Modify the command to Application Server and retry the command.
specify a valid user ID and password for the
connection to the database, and then run the command
again.


CTGIN0141E The search for the WebSphere
identify an installed process solution package, and then
Application Server resource failed.
Make sure the CTGINPSI and
CTGRequestManager applications are
started. CTGIN0152E field_name is a required field.
Explanation: An attempt was made to search for the Explanation: An attempt to install the specified
WebSphere Application Server object that is associated software instance failed because a required input field
with the CTGINPSI or CTGRequestManager was not entered.
applications. The search failed, and the applications do
not appear to be running.
CTGIN0158E Cannot connect to with userid .
Administrator response: Make sure the CTGINPSI
and CTGRequestManager applications are installed and Explanation: An attempt to install the specified
running. Try the command again. software instance failed because an attempt to connect
to the database/application server/directory server
failed.
CTGIN0142E The registration_file file is not a
correctly formed registration XML file
for the solution_type registration. CTGIN0160E Errors were detected during an
attempt to apply the fix contained
Explanation: Errors were detected during the attempt within the package-file package.
to process the specified registration file in the product
process database. The specified registration file does Explanation: During application of the specified fix
not adhere to the structure required for registration file package, errors were detected that prohibited the
for that type of process solution. successful installation of the fix.
Administrator response: This error indicates a Administrator response: Additional messages will be
damaged or incorrectly packaged process solution. displayed that will identify errors detected during the
Contact customer support. application of the fix package. Refer to those messages
CTGIN0143E An action error ocurred during the

processing of a deployment operation. CTGIN0162E Errors were detected in attempting to
Action identifier: action_identifier. Action undo fix fix_identifier from software
display name: action_display_name. instance with unique identifier
package_uuid.
Explanation: An error ocurred during the processing
of an action. If the identifier and display name of the Explanation: An attempt was made to undo changes
failing action were defined in the package, they are that were made to the the specified software instance
included in the error. when the specified fix was applied. Errors were
detected during an attempt to undo the changes to that
Administrator response: The specific response software Instance.
depends on the action that failed. In some cases, the
standard output and standard error files associated Administrator response: Additional messages will be
with the failing action will provide more information. displayed that will identify the errors detected during
The name of the these files are typically contructed the attempt to undo the fix package. Refer to those
from the UUID (unique identifier) of the process messages for corrective action information.
solution and the action identifier of the failed action.
These log files are typically contained in the the CTGIN0163E The package_file file is not a valid
solutions\logs directory under the product home Autonomic Deployment Engine fix
directory. If the failing action is a deployment action package.
against WebSphere Application Server, then additional
information may be found in the SystemOut.log and Explanation: During the application of a fix to a
trace.log files which are created by WebSphere process solution, the process solution installation
Application Server. service attempted to apply the fix defined in the
specified file. The specified file is a valid Autonomic
Deployment Engine package. However, the package
CTGIN0151E A software instance with unique type is not a valid fix package.
identifier package_uuid is not currently
installed or registered. Administrator response: This message indicates an
attempt to perform an apply fix operation against a
Explanation: An attempt to uninstall the specified package type that does not support the apply fix
software instance failed because the specified instance operation. Try the install with a package that is a valid
is not currently installed. type for the apply fix operation.

deregistered from the registry of installed packages.

CTGIN0164E The fix with identifier fix_identifier is
Before the package can be reinstalled, additional
already installed on package_name.
manual operations must be completed.
Explanation: An attempt was made to apply a fix to a
Administrator response: The set of manual operations
process solution, The fix in the specified package is
that must be completed will be specific to the package.
already installed on the target process solution.
Consult the documentation for the package for those
Administrator response: Retry the installation process instructions.
by specifying a fix package that is not already applied
to a currently installed process solution.
CTGIN0170W You have selected the option to
bypass unsatisfied requirements.
CTGIN0166E Fix fix_identifier installed for the
process solution with the unique
all requirements were satisfied. One or more of the
identifier package_identifier does not
requirements were not satisfied. Typically, the request
support the undo operation.
would not be processed until all requirements had been
Explanation: An attempt was made to undo changes satisfied. You selected the deployment option that
made to the the specified software Instance in a ignores unsatisfied requirements, so the processing of
previous fix operation. The specified fix package that the deployment request will continue.
was used to update the software instance does not
support the ability to have the fix backed off using the
CTGIN0171E One or more unsatisfied requirements
undo operation.
cannot be bypassed. The request will
Administrator response: To restore the software not be processed.
instance to its previous version, you will need to
uninstall the software instance, install the software
all requirements were satisfied. One or more of the
instance again, and then apply any fix or upgrade
requirements were not satisfied. You selected the
packages.
deployment option that bypasses all unsatisfied
requirements. However, one or more of the unsatisfied
CTGIN0167E Fix fix_identifier is not currently requirements are unable to be bypassed. The request
installed on the process solution with can therefore not be processed.
the unique identifier package_identifier.
Administrator response: Update your system so that
Explanation: An attempt was made to undo changes all requirements associated with the package may be
made to the the specified software instance in a satisfied and then retry the deployment request.
previous fix operation. The specified fix package is not
currently installed on the specified software instance.
CTGIN0172E Errors were detected during the
Administrator response: Retry the command with a refresh of the language support for the
fix identifier for a fix that is currently installed. package-file package.
Explanation: During refresh of the language support
CTGIN0168E The package with unique identifier for the specified package, errors were detected that
package_uuid does not support the prohibited the successful completion of the refresh
uninstall operation. process.
Explanation: An attempt was made to uninstall a Administrator response: Additional messages will be
package that does not support the uninstall operation. displayed that will identify errors detected during the
refresh of the language support for the package. Refer
Administrator response: Database and application
to those messages for corrective action.
server backups will need to be restored to enable
restoration of your environment to a state where the
specified package may be reinstalled. CTGIN0174E Language support for the package_file
file can not be refreshed because a
software instance for package_name at
CTGIN0169W Actions associated with the uninstall
version package_version is not currently
of the package with the unique
installed.
identifier package_uuid completed
successfully. Additional manual actions Explanation: An attempt to refresh the language
must be performed before the package suppport for the specified package failed because the
may be reinstalled. specified package is not currently installed.
Explanation: An attempt was made to uninstall a Administrator response: Modify the command to
package. All the defined uninstall actions for the identify a process solution package that is already
package completed successfully and the package was installed, and then run the command again.

CTGIN0175E Language support for the package_file CTGIN0183E The software instance being
file can not be refreshed because the uninstalled is part of an aggregate
software instance for package_name at package and cannot be directly
version package_version does not support uninstalled. To uninstall this package,
user selectable deployment of language uninstall the aggregate package that
support files. contains the package.
Explanation: An attempt to refresh the language Explanation: An attempt to uninstall a software
suppport for the specified package failed because the instance failed because the instance is part of an
specified package does not support the ability to aggregate package. A package that is part of a parent
optionally deploy language support files. aggregate package may not be directly uninstall.
Administrator response: Modify the command to Administrator response: Modify the command to
identify a process solution package that supports user identify an installed process solution package that is
selectable deployment of language support files. not part of an aggregate package or specify the unique
identifier of the aggregate package.
CTGIN0176E The parameter-name-1 parameter may
not be specified with the CTGIN0185E You attempted to undo changes made
parameter-name-1 parameter. to a software instance that was updated
as part of an aggregate update package.
Explanation: You specified two parameters that are
The undo operation is not permitted
not compatible.
against a software instance that is part
Administrator response: Modify the command to of an aggregate.
identify a compatible collection of parameters and retry
Explanation: An attempt to undo an update against a
the command..
software instance failed because the instance is part of
an aggregate package. Changes made to a package that
CTGIN0177E The specified request violates fix is part of a parent aggregate package may not be
dependencies defined for fix with directly undone. To undo changes against this child
identifier fix-identifier. software instance, you must undo the changes to the
the parent aggregate package that contains the child
Explanation: System check determined that one or package.
more dependencies between fixes would be violated if
the request was processed. Administrator response: Modify the command to
identify an installed process solution package that is
Administrator response: You should modify your not part of an aggregate package or specify the unique
request such that existing fix dependencies are not identifier of the aggregate package.
impacted.
CTGIN0186E There are no deployment operations to

CTGIN0182E Unable to access the Maximo perform based on the feature selections
Application via non-secure http made for the target software target.
communication to host host via port port
using the Maximo administrative userid Explanation: You must specify feature selections such
userid. that there is at least either one feature to remove or
deploy.
Explanation: An attempt was made to connect to the
Maximo Application using the specified Maximo Administrator response: Modify the feature selections
administrative user ID and password. The attempt to be different than the current feature selections for the
failed. Failures are generally caused by invalid target software and retry the deployment operation.
credentials (user/password) but can also be caused if
the specified host or http port are not available or have
CTGIN0187E For the action_label action, you must
been reconfigured to not accept nonsecure http traffic.
specify exactly one of the following
Administrator response: Retry the command with parameters: parameter_list.
user and password that have Maximo Application
Explanation: The action you are using requires that
administrative authority. Make sure the http port has
one and only one of the parameters listed be included.
not been reconfigured for secured communication.
The command you specified either didn't include any
of the parameters or included more than one of those
mutually exclusive parameters.
specify one of the mutually exclusive parameters and
then run the command again.

package and then rerun the command.

CTGIN0190E Errors were detected during an
attempt to modify the features
associated with the package-file package. CTGIN0195E The feature with identifier feature_id is
not currently installed for the
Explanation: During the process of changing the
package_name package.
installed features of the specified fix package, errors
were detected that prohibited the successful completion Explanation: An attempt to delete a feature for a
of the depployment operations. package failed because a feature you specified is not
currently installed.
displayed that will identify errors detected during the Administrator response: Modify the command to
modification of the features associated with the identify features that are already installed for the
package. Refer to those messages for corrective action. package and then rerun the command.
CTGIN0191E For the action_label action, you must CTGIN0196E Required child features may not be
specify at least one of the following deleted unless their associated parent
parameters: parameter_list. features are also deleted.
Explanation: The action you are using requires that at Explanation: An attempt to delete one ore more
least one of the parameters listed be included. The features for a package failed because a feature you
command you specified didn't include any of the specified is a required feature that may not be deleted
parameters. unless its parent feature is deleted.
specify at least one of the parameters and then run the identify features that are not required or also delete the
command again. parent feature for the required child feature.
CTGIN0192E Features associated with the CTGIN0197E A child package in the aggregate
package_file file can not be modified being deployed is already installed at a
because a software instance for conflicting version.
package_name at version package_version is
not currently installed. Explanation: An attempt was made to deploy an
aggregate package. A child package within the
Explanation: An attempt to modify the features for aggregate is already installed at a later version than the
the specified package failed because the specified version of that child in the aggregate. The deployment
package is not currently installed. operation on the aggregate can not be completed.
identify a process solution package that is already identify an aggregate package containing children
installed, and then run the command again. packages that are not already installed.
CTGIN0193E The feature with identifier feature_id is CTGIN0198E Feature feature_a (identifier =
not one of the defined features for the feature_a_identifier) requires that feature
package_name package. feature_b (identifier = feature_b_identifier)
also be selected.
Explanation: An attempt to modify the features for a
package failed because one of the feature identifiers Explanation: A feature rule violation was detected
you specified is not supported for the package. during validation of feature selections. There is a
prerequisite relationship between feature_a and
feature_b. You selected feature_a which also requires
identify supported features for the package and then
that feature_b be selected.
rerun the command.
Administrator response: Modify your feature
selections to satisfy all feature selection rules and retry
CTGIN0194E The feature with identifier feature_id is
the request.
already installed for the package_name
package.
CTGIN0199E Feature feature_a (identifier =
Explanation: An attempt to add a feature for a
feature_a_identifier) requires that at least
package failed because a feature you specified is
one child feature with content be
already deployed.
selected.
Explanation: A feature rule violation was detected
identify features that are not yet installed for the

during validation of feature selections. The specified reference features that support the ability to be deleted
feature is a grouping feature with no content and may and retry the request.
only be installed if at least one of its children features
with content is selected.
CTGIN0210E Process Solution Installer is unable to
Administrator response: Modify your feature access deployment configuration
selections to satisfy all feature selection rules and retry properties from the Maximo Database.
the request. Ensure that the properties in the
maximo.properties file are correct and
that the Maximo Database is started.
feature_a_identifier) violates the Explanation: Problems were encountered in accessing
Deployment Engine required deployment configuration properties in the
Feature-Requires-Content rule. Maximo Database. The Maximo Database may not be
started or the connection information in the
Explanation: This is a temporary message and will be
maximo.properties file (which is used to connect to the
removed when Deployment Engine fixes this issue.
Maximo Database) may not be correct.
Administrator response: Modify your feature
Administrator response: Ensure that the Maximo
selections to satisfy all feature selection rules and retry
Database is started and that the properties in the
the request.
maximo.properties file used to connect to the database
are correct and then retry the request.
feature_a_identifier) is a required feature
CTGIN0213E Package pkg_filename is of type
and may not be explicitly added or
actual_type but was specified in the
deleted.
policy XML as type type_in_policy_xml.
Explanation: Required features may not be added or
Explanation: In the Offering Policy XML file, the
removed directly as their selection depends on the
specified package was incorrectly specified. The
selection of their parent feature.
package type is inconsistent with the type identified in
Administrator response: Modify your feature Offering Policy XML file.
selections to not include the required feature and retry
Administrator response: Update Offering Policy XML
the request.
to specify a package of the appropriate type for the
XML element.
CTGIN0202E Package package_file does not support
the removal of features.
CTGIN0214E Errors were detected while loading
Explanation: An attempt was made to remove features and validating the packages found in
from a package that does not support this operation. the Offering Policy XML File.
Administrator response: Specify a package that Explanation: One or more serious errors were
supports feature removal and retry the command. detected in validating the process solution installation
packages specified in the Offering Policy XML File.
CTGIN0203E Errors were detected during initial Administrator response: This message is accompanied
configuration of package package_file. by additional messages that identify the specific errors
detected during load of the process solution installation
Explanation: One or more actions associated with the packages. Refer to these messages for specific responses
initial configuration process for the package failed. for correcting the Offering Policy XML File.
displayed that will identify errors detected during the CTGIN0215E Packages specified for root package
initial configuration of the package. Refer to those root_pkg_name must share the same
messages for corrective action. unique identifier.
CTGIN0209E Feature feature_a (identifier = packages listed for the specified root package do not all
feature_a_identifier) does not support the share the same unique identifier.
feature deletion operation.
Explanation: An attempt was made to delete the to specify a collection of packages that all share the
specified feature. This operation is not supported for same unique identifier.
the specified feature.
Administrator response: Modify your request to only


CTGIN0217E Root package name root_pkg_name is
to specify at least one package for the specified root
used across multiple root package
package.
definitions in the Policy XML File.
CTGIN0224E Base Install Packages may not be
package name listed is used across multiple root
specified when Fixpack Mode is
package definitions. Root package names must be
enabled, Remove Base Install Package
unique across all root package definitions in the
specified for root package with name
Offering Policy XML File.
root_package_name.
Explanation: In the Offering Policy XML file, the root
to specify unique root package names.
package listed specifies a Base Install Package which is
not permitted when Fixpack Mode is enabled.
CTGIN0218E The target version root_pkg_name
specified for root package root_pkg_name
to remove any Base Install Package definitions.
is not a.correctly formed version.
CTGIN0225W The currently installed fix with
target version defined for the specified root package
identifier fix_id on component
does not adhere to the specifications for a valid
software_component is not superseded by
Deployment Engine version.
the update. The update operation will
Administrator response: Update Offering Policy XML be allowed.
to specify a valid version for the the specified root
Explanation: An attempt was made to apply an
package.
update. The specified fix is currently installed on the
component being updated. However, the update does
CTGIN0220E The Package Policy Phase 1 not identify the installed fix as being superseded by the
functionality does not support packages update. The update will be allowed by overriding the
that require Maximo Administrative restriction.
Credentials. pkg_filename requires
Administrator response: If the fix is contained in the
Maximo Administrative Credentials and
update then no action is required, otherwise you may
may not be included in the Policy XML.
need to apply the fix, or a newer version of it after the
Explanation: In the Phase 1 support for Offering update.
Policy XML file, Process Solution Installer Packages that
require the Maximo Administrative Credentials may
CTGIN0226E The fix may not be applied. The
not be referenced in the Policy XML file.
component named software_component at
Administrator response: Update Offering Policy XML version version supersedes the fix being
to remove the specified package. applied.
Explanation: An attempt was made to apply a fix. The
CTGIN0222E UUID uuid specified for root package specified fix is superseded by a currently installed
root_package_name is used across multiple software component. The fix may not be applied on top
root package definitions in the Policy of a component that supersedes the fix.
XML File.
Administrator response: Retry with a different fix
Explanation: In the Offering Policy XML file, the package that is not superseded by any currently
UUID listed is used across multiple root package installed component.
definitions. Root package UUIDs must be unique across
all root package definitions in the Offering Policy XML
CTGIN0228E Errors were detected during migration
File.
processing of package package_file.
Explanation: One or more actions associated with the
to specify unique root package UUIDs.
migration process for the package failed.
CTGIN0223E At least one Base Install, Full Update,
displayed that will identify errors detected during the
or Incremental Update Package must be
migration of the package. Refer to those messages for
specified for root package with name
corrective action.
root_package_name.
Explanation: In the Offering Policy XML file, the root
package listed does not define at least one of the
required packages.

the version of the internally embedded MADT Package.

CTGIN0230E XML parsing error detected for
Offering Policy XML File. Line:
line_number Column: row_number CTGIN0234E The Offering Policy XML File does
Message: message_text. not define a SchemaVersion attribute.
Explanation: The Offering Policy XML File is not Explanation: A SchemaVersion attribute must be
syntactically valid or does not meet the rules in the defined in the Offering Policy XML File. .
Offering Policy XML Schema Definition. The message
includes information about the specific error and its Administrator response: Update the Offering Policy
associated line and column numbers in the Offering XML to include a SchemaVersion attribute that
Policy XML File. identifies a supported version for the Offering Installer.

to address the specific error messages listed. CTGIN0235E SchemaVersion attribute of
schema_version is not a valid supported
version for the Offering Policy XML
CTGIN0231E Offering Policy XML File does not File.
exist at required location in Payload.zip
or at location identified by the Explanation: The specified SchemaVersion attribute
-DPOLICYFILENAME command line does not define a SchemaVersion that is supported by
switch. Filename: policy_file_name. the Offering Installer. .
Explanation: An attempt was made to load the Administrator response: Update the Offering Policy
Offering Policy XML File, but the installer is unable to XML to include a SchemaVersion attribute that
load that file. The Offering Policy XML File can be identifies a supported version for the Offering Installer.
specified within the Payload.zip file at a file named
OfferingPolicy.xml in the policy directory of the CTGIN0236E SchemaVersion attribute of
Payload.zip. The file can also be specified using the schema_version identifies a deprecated
DPOLICYFILENAME command line switch. . version for the Offering Policy XML
Administrator response: Retry your invocation of the File.
installer with a Payload.zip that includes a file named Explanation: The specified SchemaVersion attribute
OfferingPolicy.xml in the policy directory of the does not define a SchemaVersion that is supported by
Payload.zip. the Offering Installer. The specified version is
deprecated. .
CTGIN0232E File filename is missing in the External Administrator response: Update the Offering Policy
Payload Zipfile (Payload.zip) processed XML to include a SchemaVersion attribute that
by the installer. identifies a supported version for the Offering Installer.
Explanation: The specified file must be included in
the Payload.zip file. . CTGIN0238E input field name is a required field.
Administrator response: Retry your invocation of the
installer with a Payload.zip that includes a the specified CTGIN0239E The password for input field name is a
file. required field.
CTGIN0233E The Offering Policy XML File CTGIN0240E The password and confirm password
specifies a version of version_in_policy do not match for the input field name.
for the MADT Package. This version
must be equal to or later than version
version_embedded which is the version CTGIN0241E The package_file file specifies the
embedded within the Offering Installer. hidden feature ID featureID multiple
times.
Explanation: You specified a root package definition
for the MADT Package. The MADT Package should Explanation: The specified package has specified the
only be specified under rare situations. When specified, same hidden feature ID multiple times.
the target version specified in the root package Administrator response: The package is in error.
definition for the MADT Package must be later than Contact the owner.
the version of the internally embedded MADT Package.
.
to either remove the root package definition for the
MADT Package or to specify a version that is later than

The attempt failed. Failures can be caused if the

CTGIN0242E The package_file file specifies the
specified host or http port are not available or if the
hidden feature ID featureID that is not a
application server is not started.
valid feature ID.
Administrator response: Verify that the specified host
Explanation: The specified package has specified a
and port are correct and that the application server is
hidden feature that is not a valid feature.
started.
Administrator response: The package is in error.
Contact the owner.
CTGIN0248E An RXA exception occurred while
connecting to the Maximo application
CTGIN0243E The package_file file is missing the list using host host and RXA user userid.
of hidden features.
Explanation: An RXA exception occurred while
Explanation: The specified package has indicated connecting to the Maximo application with the
there are hidden features but did not specify what they hostname and RXA user ID specified.
are.
Administrator response: Verify that the hostname is
Administrator response: This is a package error. correct, the application server is running and the
Contact the package owner. remote access user and password are correct.
CTGIN0244E One or more of the user ids provided CTGIN0249E Unable to access the Maximo
are not unique. All three must be Application via non-secure http
different to assure proper system communication to host host via port port
functionality. using the Maximo administrative user
userid. HTTP response code 403,
forbidden.
CTGIN0245E Unable to login to the Maximo
Application using the user ID userid and Explanation: An attempt was made to connect to the
password specified. Maximo Application using the specified Maximo
administrative user and password. The attempt failed
with an HTTP 403 forbidden error.
Maximo Application using the specified Maximo
administrative user and password. The attempt failed. Administrator response: Ensure that the correct user
Failures are generally caused by invalid credentials ID and password are being used.
(user/password).
Administrator response: Retry the command with CTGIN0250E Unable to send HTTP client request to
user and password that have Maximo Application the Maximo Application using host host,
administrative authority. port port.
Explanation: An attempt was made to send an HTTP
CTGIN0246E The installer does not support client request to the Maximo Application using the
environments in which the HTTP Server specified host and port. The attempt failed. These
is configured for SSL client failures are caused if the HTTP server or Application
authentication. Server are not started or are not configured to accept
requests over the specified host and port.
Explanation: The installer made an attempt to send an
HTTP client request to the HTTP Server. The target Administrator response: Ensure that the HTTP Server
HTTP server is configured for SSL client authentication. and Application Server are started and that the Maximo
The installer is unable to communicate with an HTTP Application is accessable using the specified host and
Server that has SSL Client Authentication enabled. port and then retry the command.
Administrator response: Disable SSL client
authentication on the HTTP Server and retry the CTGIN0251E User ID cannot contain spaces.
command.
Explanation: The User ID cannot contain spaces since
some operating systems do not support spaces in User
CTGIN0247E An error ocurred when connecting to IDs.
the application server. Verify that the
Administrator response: Remove all spaces in the
specified host host and port port are
User ID.
correct and that the application server is
started.
Maximo Application using the specified host and port.

CTGIN2001E Host name is a required field. CTGIN2018E Database name is a required field.
CTGIN2002E Instance is a required field. CTGIN2019E Database name is too long, it must be
8 characters or less.
CTGIN2003E User ID is a required field. Explanation: The database name is too long, it must
be 8 characters or less.
CTGIN2004E Password is a required field. Administrator response: Enter a database name that is
CTGIN2005E Port is a required field.
CTGIN2020E User ID is too long, it must be 8
characters or less.
CTGIN2006E Server name is a required field.
Explanation: The user ID is too long, it must be 8
characters or less.
CTGIN2007E Profile name is a required field.
Administrator response: Enter a user ID that is 8
characters or less.
CTGIN2008E Cell name is a required field.
CTGIN2021E Port number is not in a valid range.

CTGIN2009E Node name is a required field.
Explanation: The port must be in the range from 1 to
65535.
CTGIN2010E Host name must be a fully qualified
host name or an IP address. Administrator response: Enter a port number within
the valid range.
CTGIN2011E Database install directory is a required
field. CTGIN2022E Oracle Owner ID is a required field.
CTGIN2012E Data tablespace name is a required CTGIN2023E Oracle Owner ID is not valid.
field.
Explanation: Oracle User ID is too long, it must be 20
characters or less.
CTGIN2013E Data tablespace size is a required
Administrator response: Enter an Oracle User ID that
field.
is 20 characters or less.
CTGIN2014E Temporary tablespace name is a

CTGIN2024E Oracle Owner Password is a required
required field.
field.
CTGIN2015E Temporary tablespace size is a

CTGIN2025E Admin User ID is a required field.
required field.
CTGIN2026E Admin Password is a required field.

CTGIN2016E Port value is not an integer.
Explanation: The port must be an integer.
CTGIN2027E Instance directory is a required field.
Administrator response: Enter an integer port
number.
CTGIN2028E Temporary Tablespace is not an
integer.
CTGIN2017E Instance is too long, it must be 8
Explanation: The Temporary Tablespace must be an
characters or less.
integer.
Explanation: The Instance name is too long, it must be
Administrator response: Enter an integer Temporary
Tablespace value.
Administrator response: Enter an instance name that
is 8 characters or less.

CTGIN2029E Temporary Tablespace is not in a valid CTGIN2038E Keystore is a required field.

range.
Explanation: The Temporary Tablespace must be in CTGIN2039E The keystore file specified does not
the range from 10 to 50000. exist.
Administrator response: Enter a Temporary
Tablespace number within the valid range. CTGIN2040E Installation directory is a required
field.
CTGIN2030E The host name is not resolvable.
CTGIN2041E Temporary tablespace size is not in a
Explanation: The host name entered does not resolve
valid range. It must be a value between
to a valid IP address on the network.
min value and max value.
Administrator response: Enter the host name of a
machine that is on the network.
CTGIN2042E Temporary tablespace size is not an
integer.
CTGIN2031E The host name is not reachable.
Explanation: The installation program was not able to CTGIN2043E Temporary tablespace name is too
reach the machine specified by the host name. The long.
machine may be powered down or may be behind a
firewall.
CTGIN2044E Data tablespace size is not an integer.
Administrator response: Enter the host name of a
machine that is reachable on the network.
CTGIN2045E Data tablespace name is too long.
CTGIN2032E The port number is not listening on

CTGIN2046E Data tablespace size is not in a valid
the host.
range. It must be a value between min
Explanation: The server on the host cannot be reached value and max value.
on the port number.
Administrator response: Ensure that the host name CTGIN2047E Instance administrator user ID is
and port number specified are correct. Ensure that the required.
server using the host name and port number is started.
CTGIN2048E Instance administrator user ID is not
CTGIN2033E Install directory does not refer to a valid.
valid installation.
Explanation: Either provide a new installation CTGIN2049E Instance administrator password is
directory to use for install, or specify the correct required.
installation directory.
CTGIN2050W The instance adminstrator password
CTGIN2034E Email address field must be a valid value entered exceeds the default
email address. maximum character length allowed for
the operating system specified. Verify
that the password you entered conforms
CTGIN2035E The keystore directory does not exist. to the password policy for the system
before proceeding with the installation.
CTGIN2036E The WebSphere Application Client
directory is a required field. CTGIN2051E Windows service user ID is not valid.
CTGIN2037E The WebSphere Application Server CTGIN2052E Windows service password is too long.
Client directory is not valid.
CTGIN2053E Only one value for either windows

service user ID or password is set.
Ensure that either both the service user
ID and password are set or neither
value is set.

Explanation: The windows service user ID and

CTGIN2064E SQL Server administrator is a required
password must both be set if the database is installed
field.
locally.
Administrator response: Ensure that either both the
CTGIN2065E SQL Server administrator password is
service user ID and password are set or neither value is
a required field.
set.
CTGIN2066E Data file name is a required field.

CTGIN2054E Password does not match the value of
the confirm password field.
CTGIN2067E Data file size is a required field.
Explanation: The text entered in the password field
must exactly match the text entered in the confirm
password field. CTGIN2068E Log file name is a required field.
Administrator response: Re-enter the correct
password in both the password and the confirm CTGIN2070E Cannot read properties file filename.
password fields.
Explanation: The user does not have permission to
read the file.
CTGIN2055E Web server name is a required field.
Administrator response: Review the permissions of
the file. Either select a user that has read permission for
CTGIN2056E JMS DataStore is a required field. the file or change the file permissions.
CTGIN2057E JMS DataSource is a required field. CTGIN2071E This process does not have write
access to the filename properties file.
CTGIN2058E Virtual host port is a required field. Explanation: The user does not have permissions to
write the file.
CTGIN2061E Cluster name is a required field. Administrator response: Modify the permissions of
the file and re-run the install.
CTGIN2062E Application server name is a required
field. CTGIN2072E Security Exception creating the
directory directory.
CTGIN2063E The remote access user ID and Explanation: A java runtime security exception has
password do not have appropriate access occurred.
to hostname: hostname. This could be the
Administrator response: Review JAVA documentation
result of the remote protocol being
and ensure that the Java runtime has permission to run
disabled, the user ID and password not
the File.mkdirs() command.
having permissions, or a firewall
blocking access.
CTGIN2073E Exception caught instantiating
Explanation: The remote access user ID and password
database configuration object.
may not have permissions on the machine, or a firewall
may be blocking access to the machine. The remote Explanation: A JAVA exception was caught attempting
access protocol may also be disabled. The remote access to run database configuration.
user ID and password need to have access to the
machine to allow the configuration to occur after the Administrator response: Review the trace logs for
installation. more information.
Administrator response: Perform one of the following

three options: update the permissions of the user ID CTGIN2074E Exception caught creating
and password to allow access, follow company policies ICfgConfigurationStep object.
to authenticate the user ID to the firewall, check the Explanation: A JAVA exception was caught attempting
remote access protocols are enabled on the machine, or to start on of the required configuration steps.
manually configure the environment and do not select
to automate the configuration during the installation. Administrator response: Review the trace logs for
more information about the failure.

CTGIN2075E Task taskname is not a valid task. CTGIN2091E Base services database user does not
exist. It must have previously been
Explanation: An attempt was made to run an
created to successfully configure the
unsupported operation.
product
Administrator response: Review the trace logs and
Explanation: The user has chosen not to perform a
contact the IBM HelpDesk for support.
fully automated install. The user is required to create
the user that will access the data prior to running
CTGIN2076E Exception Running method method for configuration.
task taskname.
Administrator response: Create the required database
Explanation: An exception was caught attempting to user on the specified database server.
complete one of the required configuration steps. See
trace logs for more information.
CTGIN2092E Base services database schema
deployment failed.
CTGIN2080E Base services database configuration
Explanation: Deployment of the schema failed.
failed.
Review trace logs for more information on the failure.
Explanation: Review trace logs for more information
CTGIN2095E The preCheck function failed. Unable
CTGIN2081E Base services database user ID and/or to get a connection to the database.
password has not been set.
Explanation: User ID or password is not valid. Verify
the user and password are correct
CTGIN2082E Base services database installation
verification failed.
CTGIN2096E The preCheck function failed.
Explanation: See trace for more information about the Exception caught trying to get a
failure. connection to the database.
Explanation: User ID or password is not valid or the
CTGIN2083E Base services table WPLABOR does database server cannot be contacted.
not exist. The maxinst executable needs
Administrator response: Verify the user and password
to be run successfully.
are correct and that the database server is started.
Explanation: One or more required tables does not
exist indicating that the schema has not been deployed.
CTGIN2098E The instance administrator user ID
Administrator response: Run the configuration to (username) cannot be the same OS user
complete the schema deployment. as the Database user ID. Choose a
different OS user for one of the IDs.
CTGIN2090E Unable to connect to the database Explanation: For DB2 database configuration the
instance instancename. Ensure the installer uses the administrator user ID to grant
instance has been created and that the database privlidges to the Database user ID. DB2 has a
userid and password provided are restriction that does not allow one user to grant
correct and run the configuration task authority to itself so these user IDs must be different
again. OS users.
Explanation: The user has chosen to not perform a Administrator response: Select a different OS user for
fully-automated install. The user is required to create the Instance administrator user ID and the Database
the database instance prior to running configuration. user ID.
The user is required to provide correct userid and
password to connect to the database.
CTGIN2099E Error: The DB2 install directory (
Administrator response: Ensure the required database directory ) does not exist.
instance on the specified database server has been
Explanation: The specified DB2 installation directory
created and the appropriate credentials are provided
does not exist. Verify the database software is installed
for the installer to use.
and that the directory was specified correct.

CTGIN2100E Error: The file file name does not exist CTGIN2115E An error occurred while creating the
on the DB2 server. DB2 database.
Explanation: The DB2 installation directory exists, but Explanation: The database creation step failed. Review
DB2 product files were not found. Verify that the install the trace logs for more information on this issue.
directory was set correctly.
CTGIN2116E Bad return code return code while
CTGIN2101E Error: Exception trying to validate the creating the database.
DB2 install directory ( directory ).
Explanation: During the attempt to create the
Explanation: An exception was caught attempting to database an unexpected return code was returned from
verify the installation directory. Verify that the user and the creation script. Review the trace logs for more
and password have been entered correctly and that information.
user can log into system.
CTGIN2117E Remote system exception while
CTGIN2102E Error: Cannot connect to the database attempting to create the database.
with user username.
Explanation: An unexpected exception occurred while
Explanation: Cannot connect to the database with the attemping to create the database. Review the trace files
user specified. Verify that the user and password were for more information.
entered correctly.
CTGIN2119E An error occurred while dropping the
CTGIN2103W Warning: Database parametername is database database name.
below the minimum value: value.
Explanation: There was a non-zero return code while
dropping the database. Review the trace logs for more
CTGIN2104W Warning: The database administrator information.
user/password do not work or the user
does not have administrator authority.
attempting to drop the database.
CTGIN2105E Unable to get a DB2 validator object.
Explanation: See trace files for information on the attemping to create the database. Review the trace files
failure. for more information.
CTGIN2107E The DB2 Windows instance cannot be CTGIN2124E Error configuring database user
created because the windows service username.
user and/or password is null.
Explanation: There was an error while configuring the
database user. Review the trace files for more
CTGIN2108E The Fenced user was not specified in information on the failure.
the properties for a UNIX instance.
CTGIN2125E Bad return code return code while
CTGIN2110E Remote system exception while configuring the database user.
attempting to operation the instance.
Explanation: During the attempt to configure the
Explanation: An exception occurred while performing database user an unexpected return code was returned
an operation on a remote system. from the configuration script. Review the trace logs for
more information about the failure.
Administrator response: Review the trace logs for
more information on this issue.
attempting to configure the database
CTGIN2112E Error dropping the DB2 instance.
user.
Explanation: There was an error dropping the DB2
Instance. Review the trace logs for more information on
attemping to configure the database. Review the trace
this issue.
files for more information about the failure.

CTGIN2128E Buffer pool buffer pool could not be CTGIN2147E The location specified for tablespace
created - JDBC executeUpdate return creation, directory, does not have enough
code was: return code. free space available to create the
tablespace.
Explanation: The user could not create the buffer pool.
Verify that the user has the correct authority and that Explanation: The location for the tablespaces must
the correct space is available. have a minimum space available that matches the
requested data tablespace size.
CTGIN2131E Error dropping buffer pool buffer pool. Administrator response: Resize the file system or
reduce the starting size of the tablespace.
Explanation: There was an error while dropping the
buffer pool user. Review the trace files for more
information on the failure. CTGIN2149E The user ID input, username, does not
have DBA role granted.
CTGIN2132E Exception dropping buffer pool buffer Explanation: A database administrator ID was
pool. requested, but the ID does not have database
administrator authority.
attemping to drop the buffer pool. Review the trace Administrator response: Specify a user with database
files for more information about the failure. administrator authority.
CTGIN2134E Error dropping table space tablespace CTGIN2150E A user, username, with DBA authority
name. has been supplied as the database user.
This user should not have DBA
authority.
CTGIN2136E Error creating table space tablespace
name. Explanation: The database user cannot have DBA
authority. Remove the DBA roles, or specify another
user.
CTGIN2137E Creation of instance directory directory
failed.
CTGIN2152E User, username, does not have
Explanation: An unsuccessful attempt was made to
permission to create files or directories
create a directory to contain instance related files.
at directory.
Verify that the user has permission to create the
required directory. Explanation: Insufficient permissions on the directory
given for the user to be able to create the required
directory structure.
CTGIN2138E Connection to remote system failed.
Administrator response: The user does not have the
Explanation: An attempt to login to the remote system
permissions needed to create the required directories.
failed. Verify that the user ID/password combination is
Specify a user ID that has the correct permissions or
valid and that the user can log into the specified server.
modify the permissions on the top level directory so
that the user can create the required directories.
CTGIN2140E Specified user username does not exist
or password is incorrect.
CTGIN2154E Oracle software installation does not
Explanation: The attempt to log into the database exist in location directory.
using the specified user was not successful. Verify that
Explanation: Verify that Oracle is installed in the
the user ID/password combination is valid, and that
location specified on the database server.
the account is not locked.
CTGIN2156E Default tablespace for database user

CTGIN2142E Required database tablespace tablespace
does not match tablespace name given
name does not exist.
during install.
Explanation: A tablespace was specified on which to
Explanation: The default tablespace for the database
create the required schema. This tablespace does not
user must match the tablespace name given to store
exist. Configuration cannot continue.
schema information. Reconfigure the user, or enter the
correct information.

CTGIN2157E Connection to remote system hostname CTGIN2166E Oratab file not found for oracle
with user ID username failed.
Explanation: Oracle's oratab file was not found in the
Explanation: Verify username, password, and /etc or /var/etc directory, as required by Oracle.
hostname are correct and that the user can log in prior Ensure that Oracle was installed correctly.
to continuing configuration.
CTGIN2167E Connection to remote system failed
CTGIN2159E An exception occurred reading or while checking for oratab file.
writing the temporary init.ora file.
Explanation: An exception occurred during a check
Explanation: The init.ora file is written to %TEMP% for oratab. Review the exception information in the
during the configuration step. Verify that the user has trace log for more information.
permission to write to this directory and overwrite an
existing file.
CTGIN2168E Connection to remote system failed
copying listener.ora or oratab files.
CTGIN2160E Oracle database instance creation
Explanation: Verify that the username and password
failed on remote system.
are correct and that you can login with the specified ID
Explanation: The Oracle instance creation step failed. and password.
Review the trace files for more information.
CTGIN2171E Web server object does not exist in
CTGIN2161E Cannot add listener information to WebSphere. Cannot regenerate the
listener.ora file. plugin.
Explanation: An exception occurred while adding a
database stanza to the listener.ora file. Review trace CTGIN2174E The required database does not exist.
files for more information on the failure. Configure the database before
continuing.
CTGIN2162E Connection to remote system failed Explanation: The install option chosen requires that
when copying oratab or listener.ora to the JMS message database already be created.
remote system.
Explanation: An unsuccessful attempt was made to CTGIN2176E JMS resources are not configured
connect to the database server. Verify that the user ID, correctly. Review installation
password, and hostname information are correct. documentation and create the required
objects.
CTGIN2163E Database restart after creation failed. Explanation: Some or all of the expected JMS
resources, including Queues, Connection factory, and
Activation Specification do not exist.
restart the database after it was created. See the trace
file for more information. Administrator response: Create and configure the
WebSphere JMS resources according to the documented
Administrator response: Verify that the database can
requirements.
be restarted.
CTGIN2178E The required service integration bus

CTGIN2164E Listener restart after configuration
has not been correctly configured.
failed.
Explanation: The service integration bus must be
created and correctly configured according to the
restart the listener after configuring for the new
documented procedure.
database.
Administrator response: Create and configure the
Administrator response: See the trace file for more
WebSphere service integration bus according to the
information and verify that the Oracle listener can be
documented requirements.
started.
CTGIN2182E Datasource for JMS message

persistence has not been configured
correctly. Review installation
documentation and create the required
objects.

CTGIN2185E Creation of JMS activation CTGIN2223E WebSphere Application Server

specification failed. See the trace log for creation failed.
more information.
CTGIN2225E Deployment of application application
CTGIN2186E Creation of one or more JMS queues failed.
failed. See the trace log for more
Explanation: The deployment of one of the Web
information.
Applications to WebSphere failed. See the trace file for
more information on the failure
CTGIN2187E Creation of the JMS connection
factory failed. See the trace log for more
CTGIN2226E WebSphere thin client has not been
information.
configured correctly.
Explanation: The WebSphere thin client has not been
CTGIN2189E Creation of one or more destinations
configured fully.
for bus SIB Name failed. See the trace
log for more information. Administrator response: See the trace file for more
information on the failure.
CTGIN2190E Addition of bus member member name
to bus bus name failed. See the trace log CTGIN2227E WebSphere thin administration client
for more information. is not correctly configured to connect to
the Deployment Manager.
CTGIN2191E Creation of the service integration bus Explanation: Cannot contact the Deployment manager
SIB name failed. See the trace log for using the thin administration client.
more information.
Administrator response: See the trace file for more
information on the failure.
CTGIN2192E Cannot set deployment manager
profile root either because WebSphere
install directory or Deployment CTGIN2229W WebSphere Application Server thin
Manager profile name is null. client status is not known.
Explanation: The thin administration client cannot
CTGIN2205E One or more properties for the JMS communicate with the deployment manager.
message persistence database have Administrator response: Verify that the WebSphere
incorrect values. Applicaiton Server thin client can communicate with
Explanation: One of the properties is either blank or the deployment manager.
the specified value is inconsistent with the others.
Administrator response: Review the trace file for CTGIN2231E The WebSphere node specified does
more information on the exception and determining the not exist. Verify that this value was
which input value is causing the problem. entered correctly and that the node
exists.
CTGIN2212E Invalid operation. Option selected

does not support persisting data or this CTGIN2233E The WebSphere NodeAgent is not
is not a fully automated install. running. It must be running before
continuing with the installation.
CTGIN2215E Creation of WebSphere datasource Explanation: The node agent is required to be running
failed. to propogate changes to the node and application
server.
Explanation: See the trace file for more information.
Administrator response: Start the nodeAgent on the
WebSphere node.
CTGIN2221E WebSphere Virtual Host creation
failed.
CTGIN2235E The named webserver object does not
Explanation: See the trace file for more information on exist in WebSphere.
the failure.
Explanation: The webserver object specified during
install does not exist in WebSphere.
Administrator response: Verify the name of the

webserver object and re-enter the correct name.

CTGIN2261E WebSphere Application Server thin
client install location cannot be null.
CTGIN2237E Web Server Port does not match the
port specified during install.
CTGIN2262E WebSphere Server Remote Access OS
Explanation: The WebServer port spcified during User cannot be null.
install does not match the port on the webserver
specified.
CTGIN2263E WebSphere Server Remote Access OS
Administrator response: Modify the specified port to User Password cannot be null.
match currently set values on the HTTP server.
CTGIN2264E WebSphere Deployment Manager
CTGIN2239E WebSphere security is currently not SOAP port cannot be null.
enabled.
Explanation: Application server security must be CTGIN2265E WebSphere install location cannot be
enabled according to documented steps. null.
CTGIN2243E The required WebSphere service CTGIN2268E Remote Access Connection failed.
integration bus does not exist.
Explanation: An attempt was made to contact a
Explanation: A required object is missing. Create the remote system but the connection failed. Verify that the
service integration bus before continuing. username, password, and hostname are correct.
CTGIN2245E One or more required JMS queues are CTGIN2269E WebSphere Application Server thin
missing. See the trace log for more client Validator failed to be created.
information.
Explanation: An attempt was made to validate the
properties that failed. See trace files for more
CTGIN2252W Cannot connect to base services web information.
application.
Explanation: A failure occurred while attempting to CTGIN2270E WebSphere install location directory
connect to the web application. The web application not found.
appears not to be installed or the application is not
running.
Administrator response: Verify that the application is Profile Directory directory not found.
installed and running.
Explanation: The profile root directory was not found
on the remote system. The required default is
CTGIN2256E WebSphere deployment manager %lt;WAS_APPSRV_HOME%gt;/profiles/%lt;profile
hostname cannot be null. name%gt;.
CTGIN2257E Deployment Manager profile name CTGIN2272E WebSphere Deployment Manager

cannot be null. Profile's Trust Store filename not found.
Explanation: trust.p12 and key.p12 could not be found
CTGIN2258E WebSphere Admin User cannot be for the profile. Verify that these files exist.
null.
CTGIN2275E WebSphere thin admin client install
CTGIN2259E Websphere Admin Password cannot verification completed with errors.
be null.
Explanation: An error occurred during configuration
of the WebSphere Application Server thin client.
CTGIN2260E WebSphere Application Server thin Review trace logs for more information.
client SDK location cannot be null.

configuration. Review the trace log for more

CTGIN2277E Cannot log into to WebSphere Host
information.
using:
CTGIN2289E The process manager package

CTGIN2280E Trust.p12 cannot be located for
packageName install failed.
WebSphere Application Server host
hostname and profile profile name. Explanation: A failure occurred during the install of
the specified process manager package. See the trace
log for more information.
CTGIN2281E Local key store directory directory does
not exist.
CTGIN2292E SQL Server user ID user_id is not able
to connect to the database or the user
CTGIN2282E The trust file trust_file cannot be
does not exist.
copied to local_directory from WebSphere
server host_name to the local machine Explanation: SQL Server user ID is not able to connect
with user user. to the database or the user does not exist. See the trace
log for more information.
Explanation: An error occurred during the copy of the
remote trust file to the local workstation. Review the
trace log for more information. CTGIN2293E SQL Server user ID user_id is not
configured as the owner of the database.
CTGIN2283E Exception caught while connecting to Explanation: SQL Server user ID is not configured as
the remote server. Exception the owner of the database. See the trace log for more
exception_message. information.
Explanation: An exception was caught while
attempting to log into the remote WebSphere server. CTGIN2294E A validation using the Remote System
Verify that the host is accessable and that you can login Validator failed.
with the user ID and password.
Explanation: A Remote System validation operation
failed. See the trace log for more information.
CTGIN2284E filename not found. Configuration
cannot continue.
CTGIN2295E Remote system directory dir_name was
Explanation: Critical files required for the completion not found.
of installation and configuration do not exist. Replace
these files or reinstall the product. Explanation: The remote system directory was not
found. See the trace log for more information.
CTGIN2285E Required property property_name is not

set. CTGIN2296E The location specified for the
Data/Log file creation, dir_name, does
Explanation: The required property is not set. Review not have enough free space available to
the maximo.properties file to ensure that this property create the database.
has been set.
Explanation: The location for the Data/Log file
creation must have a minimum space available that
CTGIN2286E An error occurred while configuring matches the requested size.
the WebSphere Application Server thin
client. The error message is Administrator response: Resize the file system or
exception_message. reduce the starting size of the database.
Explanation: An error occurred during the

configuration step of the WebSphere Applicaiton Server CTGIN2297E No location was specified or obtained
thin client configuration. Review the trace log for more for the Data/Log file to create the
information. database.
Explanation: Data/Log file location not specified or
CTGIN2287E An error occurred while verifying the unable to be obtained from the Model database. A
WebSphere Applicaiton Server thin location is required to create database.
client configuration. The error message
is exception_message.
Explanation: An error occurred during the verification
step of the WebSphere Application Server thin client

CTGIN2298E An error occurred while creating the CTGIN2312E Users cannot be added using
SQL Server database. WebSphere Virtual Member Manager
methods because the user does not have
Explanation: The database creation step failed. Review
write permission. Configuration cannot
the trace logs for more information.
continue.
Explanation: The user requested that ID's be added to
CTGIN2299E An error occurred while creating the
the Virtual Member Manager repository manually but
SQL Server database user.
write permission has not been granted.
Explanation: The database user creation step failed.
Review the trace logs for more information.
CTGIN2313E Required user ID username does not
exist in the Virtual Member Manager
CTGIN2300E SQL Server instance does not support repository.
FULLTEXTSERVICE.
Explanation: A required user does not exist in the
Explanation: Install FULLTEXTSERVICE feature for Virtual Member Manager repository. The user chose the
this SQL Server software instance. option to create manually. The ID's must exist prior to
running configuration.
CTGIN2301E SQL Server database does not meet

the required minimum and maximum CTGIN2316W Virtual Member Manager
size. synchronization task cannot be
configured because the default schema
Explanation: SQL Server database must have at least is not being used.
500MB minimum size and an unlimited maximum size.
CTGIN2317W The required Virtual Member

CTGIN2305E Addition of new Virtual Member Manager users must be added before
Manager user username failed. base services configuration is
Explanation: The specified user could not be added performed.
using Virtual Member Manager methods. See trace files
for more information on the error. CTGIN2318W A source directory source dir that must
contain DB2 jars to copy to the remote
CTGIN2307E Addition of new Virtual Member WebSphere Application Server does not
Manager group groupname failed. exist.
Explanation: The specified group could not be added

using Virtual Member Manager methods. See trace files CTGIN2319W A previous installation of Maximo
for more information on the error. has been detected. If you do not want to
overwrite these files, select a different
Maximo install directory.
CTGIN2309E The addition of user username to group
groupname failed.
CTGIN2320E The admin user name is not a valid
Explanation: The specified user could not be added to instance administrator for the DB2
the group using Virtual Member Manager methods. See instance on the UNIX System.
trace files for more information on the error.
Explanation: For UNIX systems, instance name and
instance administrator user name must be identical.
CTGIN2311E A failure was encountered enabling
application server security for the base Administrator response: If this is an automated
services application. installation, make sure you use the same value for the
instance and the instance administrator user. If this is a
Explanation: There was a failure modifying the manual installation, make sure you create the same
application's web.xml file or setting the property name for the instance name as for the instance
mxe.useAppServerSecurity. See trace file for more administrator user.
information on the error.
CTGIN2321E The port number port number is in use

on host name.
Explanation: The port for the host server is already in
use. The same port number cannot be reused.
Administrator response: Ensure that the host name

and port number specified are correct and are not in

CTGIN2333E Workspace location is a required field.
use. Ensure that the service using the port on host is
stopped.
CTGIN2334E Workspace directory not found.
CTGIN2322E The database database name does not
exist. This database must be created CTGIN2349E A non-supported version WebSphere
before the configuration operation can Application Server version has been
continue. detected.
Explanation: The user chose a configuration option Explanation: A non-supported version of the
that requires that the database exists before WebSphere Application Server was detected.
configuration is started.
Administrator response: Update to a supported
Administrator response: Ensure that the database version of the WebSphere Application Server software
exists on the system and that the correct database name before attempting to continue.
was specified.
CTGIN2351E An unsupported version of the DB2
CTGIN2323E The WebSphere script location is null. database software was detected.
Explanation: The location of the scripts used by the Explanation: A non-supported version of the DB2
installation program to configure WebSphere is null. database software was detected.
Administrator response: This is an internal error. Administrator response: Install a supported version of
the DB2 database software before attempting to
continue.
CTGIN2324E The WebSphere thin client location is
null.
CTGIN2352E An unsupported version of Oracle
Explanation: The location of the WebSphere thin client
database was detected.
used by the installation program to configure
WebSphere is null. Explanation: A non-supported version of the Oracle
database software was detected.
Administrator response: This is an internal error.
Administrator response: Install a supported version of
the Oracle database software before attempting to
CTGIN2325E Integration adapter configuration
continue.
failed to complete successfully.
CTGIN2353E SQL Server database version is not

CTGIN2327E A directory directory name was not
supported.
found at the expected location.
Explanation: A non-supported version of SQL Server
was detected.
CTGIN2328E A file file name was not found at the
expected location. Administrator response: Install a supported version of
SQL Server before attempting to continue.
CTGIN2329W You must manually create the user
user on host host before the installation CTGIN2354E The Oracle database tablespace files
can continue. exist but the instance does not. Cannot
continue configuration process.
CTGIN2331E Remote system file file_name was not Explanation: A file with the same name as one of the
found. tablespace data files already exists.
Explanation: The remote system file was not found. Administrator response: Specify a different location to
See the trace log for more information. store the instance files or have your database
administrator delete the files.
CTGIN2332W There is no mapping MWI property
available for CCMDB property CTGIN2355E Integrated Solutions Console is not
prop_name available or is not the right version.
Explanation: Integrated Solutions console must be at
the level shipped with WebSphere Application Server
6.1.0.9.

Administrator response: Update the version of ISC

CTGIN2361E You must uninstall this version before
per requirements listed in the base services
reinstalling.
documentation.
Explanation: The installation program has detected
that base services or CCMDB is already installed on
CTGIN2356E The WebSphere node agent for node
this machine.
node name does not appear to be
running. Cannot continue configuration Administrator response: You must uninstall this
process. version of base services or CCMDB before reinstalling
CCMDB.
Explanation: The WebSphere node's node agent must
be running in order to complete the base services
configuration. CTGIN2362E You cannot install base services if
CCMDB is installed.
Administrator response: Start the node agent using
the startNode.sh command from WebSphere. Explanation: The installation program has detected
that CCMDB is installed on this machine. You cannot
install base services if CCMDB is installed.
CTGIN2357E The virtual member manager default
schema was not detected. Administrator response: You must uninstall CCMDB
before running the base services installation program.
Explanation: The base services default schema was
not detected, but the user selected the option to use the
default schema. CTGIN2363E The target directory cannot contain
spaces.
Administrator response: Please restart the install and
deselect the using default schema box. The userid's Explanation: This application cannot be installed into
specified in the documentation must already exist if a directory that contains spaces.
deselecting this box.
Administrator response: Enter a target directory that
does not contain any spaces.
CTGIN2358E The virtual member manager
repository is not writable. Configuration
CTGIN2364E Double byte character set languages
cannot create the required ids.
were not enabled for this database.
Explanation: It was expected that the virtual member Selection of Japanese, Simplified
manager repository would be writable. Chinese, Traditional Chinese, and
Korean are not allowed.
Administrator response: Either make the VMM
repository writable or create the userids documented in Explanation: A double byte character set language
the release notes. was selected, but is not allowed.
Administrator response: Do not select a double byte
CTGIN2359E An installed version of base services character set language for installation.
has been detected.
Explanation: The installation program has detected CTGIN2365E The current platform is not supported
that base services is already installed on this machine. by this installer.
Administrator response: You must uninstall this Explanation: The installation program has detected
version of base services before reinstalling base that the platform is not supported.
services.
Administrator response: Select a supported platform
to perform the installation.
CTGIN2360E An installed version of CCMDB has
been detected.
CTGIN2366E The database instance instance is
Explanation: The installation program has detected configured to use port actPort. Correct
that CCMDB is already installed on this machine. the port number or choose a different
instance.
Administrator response: You must uninstall this
version of CCMDB before reinstalling CCMDB. Explanation: The specified port number can not be
used.
Administrator response: Verify that the instance is
configured properly then enter the correct port number
or choose another instance.

CTGIN2367E User osUser must have Root access on CTGIN2377E System tablespace cannot be used for
UNIX systems or Local Administrator database schema deployment.
authority on Windows operating
Explanation: The system tablespace was specified for
systems.
deployment of the schema. This tablespace is not allow
Explanation: The user does not have root or for schema deployment.
administrator authority.
Administrator response: Create a new tablespace to
Administrator response: Provide a user that has root store the database schema or specify an existing
or administrative privileges. tablespace that meets the minimum space requirements
CTGIN2369E The database data or log file, file name CTGIN2381E Maximo Database upgrade command
already exists. failed. Command: command
Explanation: Database data or log file is already used
by another database or already exists in the system. See CTGIN2382E The upgrade cannot continue because
trace files for more information. this version of the product is older than
the version currently installed.
Administrator response: Specify a data or log file that
does not exist.
CTGIN2385E User base entry is a required field.
CTGIN2371E The installation is finished, but some
serious errors occurred during the CTGIN2386E Group base entry is a required field.
install.
CTGIN2387E Cannot find the language pack
CTGIN2372E The configured WebSphere Virtual installation file.
Member Manager repository version is
not supported by Tivoli base services.
CTGIN2389E DE Database backup or restore failed,
Reconfigure WebSphere to use a
see trace for detail.
supported WebSphere VMM repository.
CTGIN2390E DE install location not found at

CTGIN2373E Exception caught instantiating
expected location.
Application Server configuration object.
Cause: text
CTGIN2391E Index tablespace name is a required
field.
CTGIN2374E Installation of the 32 bit version of this
software program on a 64 bit Operating
System is not supported. CTGIN2392E Index tablespace size is a required
field.
that the Operating System architecture is not supported
with this level of the program. CTGIN2393E Index tablespace size is not an integer.
Administrator response: Use the 64 bit installer to Explanation: The index tablespace size must be an
perform the installation. integer.
Administrator response: Enter an integer index
CTGIN2375E J2EE Application security not enabled tablespace size value.
in J2EE application server.
Explanation: The user has chosen to allow the J2EE CTGIN2394E Index tablespace size is not in a valid
application server to handle application authentication, range. It must be a value between min
however, this feature has not been enabled in the J2EE value and max value.
Application Server.
Administrator response: Verify the option chosen is CTGIN2395E User user already exists and password
correct or enable J2EE application security in the does not match.
application server before continuing.
Explanation: The user's password is not valid.
Administrator response: Enter a valid password for
the database user.

web server using the host name and port number is

CTGIN2396E You must enable application security
started.
before installing.
that application security is not enabled.
RMI port cannot be null.
Administrator response: You must enable application
security in the application server before installing
CTGIN2405E WebSphere thin admin client install
CCMDB.
verification completed with errors for
RMI port.
CTGIN2397E The relative distinguished name RDN
Explanation: An error occurred during configuration
does not match any previously
of the WebSphere Application Server thin client.
configured base entry in the WebSphere
Review trace logs for more information.
Application Server federated repository
configuration.
CTGIN2406E Password is invalid.
Explanation: The user and group relative
distinguished names must be contained in an existing
configured WebSphere federated repository realm. CTGIN2407E An error was encountered processing
the license agreement, the installer
Administrator response: Verify the value for the user
cannot continue.
and group entries matches one of the base entries
configured in WebSphere Application Server security
configuration. CTGIN2408E An error was encountered processing
the policy file, the installer cannot
continue.
CTGIN2398E An existing maximo db version is not
valid for this installer. Required Explanation: An error occurred reading or processing
minimum maximo db version is version the policy file provided.
Administrator response: Ensure that the policy file
CTGIN2399E Installed version of the WebSphere provided is readable and contains well formed xml that
Application Server is not valid Required conforms to the xsd schema specified.
minimum WebSphere Application
Server version is version
CTGIN2410E Unable to contact the MEA service in
the Maximo server.
CTGIN2400E Web server port is a required field.
Explanation: The HTTP connection to the MEA service
running in the Maximo server failed.
CTGIN2401E Web server port value is not an
integer. Administrator response: Ensure that the HTTP server
is running, and that the Maximo server is operational.
Explanation: The port must be an integer. Check the MXServer logs to verify that the Maximo
server is functional. Verify that the HTTP server port
Administrator response: Enter an integer port
and host are correct. Verify that the Maximo
number.
administrative user and password are correct.
CTGIN2402E The web server port number is not in

CTGIN2411E MEA registration has failed. Check the
a valid range.
installation logs for detailed
Explanation: The port must be in the range from 1 to information.
65535.
Explanation: The HTTP connection to the MEA service
Administrator response: Enter a port number within running in the Maximo server failed.
the valid range.
Administrator response: Ensure that the HTTP server
is running, and that the Maximo server is operational.
CTGIN2403E The web server port number is not Check the MXServer logs to verify that the Maximo
listening on the host. server is functional.
Explanation: The web server on the host cannot be
reached on the port number.
Administrator response: Ensure that the host name
and port number specified are correct. Ensure that the

CTGIN2412E You must upgrade base services before CTGIN2420W The undoConfiguration function
installing this version of CCMDB. completed but some manual clean-up is
required for the following component:
manual component.
that base services is already installed on this machine
but it is not the same version as the CCMDB you are
attempting to install. CTGIN2421E The undoConfiguration was unable to
restore the DE database to its original
Administrator response: You must upgrade your
state. See the logs for additional detail.
version of base services before installing CCMDB.
Explanation: The restore of the DE (Solution Install)
database failed for some reason.
CTGIN2413E There is not enough space on the
System Drive (C:) to continue the Administrator response: If the backup file exists you
installation. A minimum of 1.5 GB is can manually restore it. Another option is to uninstall
required. Free up space and retry. and reinstall DE before restarting the install.
Explanation: Even though the user is not planning to
install on the System Drive, a certain number of CTGIN2422E One or more required files were not
elements of the installation have to be installed there. available in the external payload file
shipped with this installer. See the logs
Administrator response: Free up enough space on the
for additional detail.
System Drive and retry the installation.
Explanation: The Payload.zip file is either missing,
corrupt, or the incorrect version.
CTGIN2414E The installer encountered an
unexpected internal error. Administrator response: Review the trace logs for
more information. Ensure that the Payload.zip file that
Explanation: An unexpected error was encountered.
was packaged with this installer is correct. If the Policy
Administrator response: Review the trace logs for file has been changed, make sure the policy specified
more information. for CCMDB integration is compatible with the Payload
file provided.
CTGIN2415E The installer encountered an error

trying to unpack files necessary for the CTGIN2423E The Maximo application server is
installation. The installation cannot running. It must be stopped before
continue. continuing with the installation.
Explanation: An error occurred reading or processing Explanation: The Maximo application server can not
the zip file containing files necessary for the install. be running for some database processes to succeed. See
the documentation and logs for additional detail.
Administrator response: Review the trace logs for
more information. Administrator response: Stop the Maximo application
server and retry the installation. If problem persist
check detail trace of cause in trace log.
CTGIN2416W The undoConfiguration function
completed but some manual clean-up is
required. See the install message log for CTGIN2425E WebSphere's JMS Resource is deleted
more information. successfully.
CTGIN2417E The undoConfiguration function CTGIN2426E WebSphere's JMS Connection Factory

failed. See the install trace logs for more is failed to be deleted.
information.
Explanation: JMS Connection Factory deletion failed.
See the logs for additional detail.
CTGIN2418E The undoConfiguration function
failed for the following component:
CTGIN2427E WebSphere's JMS Queues are failed to
failed component. See the install logs
be deleted.
and/or documentation for that
component for more information. Explanation: JMS Queue deletion failed. See the logs
for additional detail.

CTGIN2428E WebSphere's JMS Activation Spec is CTGIN2440E One or more required files are
failed to be deleted. missing from the installation. Uninstall
cannot continue.
Explanation: JMS Activation Spec deletion failed. See
the logs for additional detail. Explanation: Missing files indicate a corrupted install.
Since the file is required the uninstall cannot continue.
A manual uninstall may be required.
CTGIN2429E DataSource deletion is successful.
Administrator response: Manually uninstall the
Explanation: Maximo DataSource for JMS message
product.
persistance, successfully deleted for undoConfiguration
CTGIN2441E Base Services is not installed on this

CTGIN2430E DataSource deletion is failed.
machine. The uninstaller cannot
Explanation: Maximo DataSource for JMS message continue.
persistance, failed to delete for undoConfiguration
Explanation: There is no base service registry value
for home directory so the uninstaller cannot continue.
CTGIN2432E JMS Service Integration Bus deletion
Administrator response: Manually uninstall the
failed.
product.
Explanation: JMS Service Integration Bus deletion
failed during undoConfiguration.
CTGIN2442E Base services database schema
undeployment failed.
CTGIN2433E JMS Service Integration Bus's
Explanation: Undeployment of the schema failed.
Destinations delete failed.
Review trace logs for more information on the failure.
Explanation: JMS SIB Destinations deletion failed
during undoConfiguration.
CTGIN2448E Attempt to stop Deployment Manager
failed, see the logs for additional detail.
CTGIN2434E Service Integration Bus's Server
member remove failed.
CTGIN2449E Schema name is a required field.
Explanation: JMS SIB Server Member (MXServer)
remove failed, failed to remove for undoConfiguration
CTGIN2451E Autonomic Deployment Engine install
failed because it is in use.
CTGIN2436E Database user drop for user dbuser
Explanation: DE reported that its installation could
failed.
not continue because a resource was in use. Refer to
Explanation: An error occurred while dropping the the Autonomic Deployment Engine documentation for
database user. more information.
Administrator response: Check the logs to see why

the drop failed. Correct the condition before starting CTGIN2452E Autonomic Deployment Engine install
another install. failed for an undetermined reason.
Explanation: Check the DE install logs for more
CTGIN2438E Application server delete failed. information.
Explanation: An error occurred while deleting the

application server. CTGIN2453E Autonomic Deployment Engine install
failed because the new level is
Administrator response: Delete the application server incompatible with the installed level.
manually using vendor administrative console.
information.
CTGIN2439E Uninstaller version exeVersion cannot
be used to uninstall version insVersion
CTGIN2454E Autonomic Deployment Engine install
Explanation: The uninstaller does not support the failed because of insufficient disk space.
installed product version.
Administrator response: You may be using the wrong information.
uninstaller for the installed version.

CTGIN2455E • CTGIN2473W
CTGIN2455E Autonomic Deployment Engine install CTGIN2463E The Oracle software owner ID and
failed because of insufficient memory. password do not have appropriate access
to hostname: hostname. This could be the
result of the userid or password being
information.
entered incorrectly, the remote protocol
being disabled, the user ID and
CTGIN2456E Autonomic Deployment Engine install password not having permissions, or a
failed because of a user authorization firewall blocking access. Without
issue. appropriate access Oracle configuration
cannot be performed.
information. Explanation: The remote access user ID and password
may not have permissions on the machine, or a firewall
may be blocking access to the machine. The remote
CTGIN2458E Autonomic Deployment Engine access protocol may also be disabled. The remote access
uninstall failed. user ID and password need to have access to the
Explanation: Check the base services and DE logs for machine to allow the configuration to occur after the
more information. installation.
Administrator response: Perform one of the following
CTGIN2460W The instance instance name could not three options: update the permissions of the user ID
be dropped. and password to allow access, follow company policies
to authenticate the user ID to the firewall, check the
Explanation: The instance could not be dropped remote access protocols are enabled on the machine, or
automatically. manually configure the environment and do not select
Administrator response: Have the DBA review system to automate the configuration during the installation.
logs for the cause of failure and manually complete the
action. CTGIN2465E The Life cycle operation failed.
Explanation: Check the base services logs for more
CTGIN2462W An existing taskrunnerstore file has information.
been detected. The
CCMDBTaskRunnerStore is a list of
configuration tasks that must be run to CTGIN2466E The Autonomic Deployment Engine
complete the installation. You should install image does not exist in the
exit the installer and run the installation package and a useable
configuration steps outside of the version is not installed on the system.
installation program by using the Explanation: Autonomic Deployment Engine must be
taskrunner utility. The taskrunner utility included in the installation package or already be
will resume the installation at the point installed on the system.
where the last successfully completed
task was recorded in the previous
attempt. CTGIN2469E An error occurred while trying to stop
the Application Server.
Explanation: This is a new install but an existing
CCMDBTaskRunnerStore file has been found in the Explanation: An unexpected error occurred while
specified install directory. attempting to stop the application server. Review the
trace files for more information.
Administrator response: Exit the installer and run the
configuration steps outside of the installation program
by using the taskrunner utility. The taskrunner utility CTGIN2471E An error occurred while trying to start
will resume the installation at the point where the last the Application Server.
successfully completed task was recorded in the
Explanation: An unexpected error occurred while
previous attempt.
attempting to stop the application server. Review the
trace files for more information.
CTGIN2473W You may continue with the uninstall

but some uninstall operations may not
complete successfully.

the product. Either choose a different install location, or

CTGIN2474E An error message was received while
increase the space available in the current location.
dropping the JMS message persistence
Note: if the temp directory and installation directory
database, . Review the trace logs for
are on the same file system or disk then the required
more information. The database and its
amount is the total of the install and temporary space
instance will need to be deleted
needed.
manually.
Explanation: There was an error dropping the
CTGIN2484E There is not enough free pages in the
message persistence database. The database and its
tablespace tablespace name . Minumm
instance will need to be deleted manually.
required free pages are min freepages
Explanation: With insufficient free pages in tablespace,
CTGIN2476E An error message was received while
this could cause installer failure if not corrected. Extend
dropping the JMS message persistence
tablespace manually now before continue.
database instance, . Review the trace
logs for more information. The database
instance will need to be deleted CTGIN2485W Tablespace can not be probe to check
manually. for Desc String
Explanation: There was an error dropping the DB2
Instance. Review the trace logs for more information on CTGIN2486E You must provide an absolute path for
this issue. The instance will need to be deleted the database installation directory.
manually.
CTGIN2487E You must provide an absolute path for

CTGIN2478E Return code was received while the database instance directory.
uninstalling the J2EE application .
Please review trace logs for more
information. CTGIN2488E The Maximo database has
uncommitted changes that must be
Explanation: An error was received while uninstalling manually committed before this update
the application. The application will need to be can be applied. Please refer to the
removed manually, but will not prevent re-installation readme information that came with this
of the product if the application is not removed. update or the upgrade section of the
guide for Planning and installing the
product for more information.
CTGIN2481E The installation cannot continue due
to insufficient free space in the file Explanation: Uncommitted database changes generally
system or disk that contains the directory occur due to customer updates made outside the
name directory. This directory is supplied set of Maximo tooling. Only the customer can
specified by the 'TEMP' environment decide if these changes should be committed or
variable. Check the product Planning removed before continuing. The database generally
and Installation Guide for disk space requires a sequence like configdb / restorefrombackup
requirements. / dropbackup / dropbackup to prepare it for upgrade.
Refer to the referenced documentation for the exact set
Explanation: The installer needs temporary space for
of steps required before starting the upgrade.
unpacking and manipulating files outside of the
eventual install location. This space is only needed for
the duration of the install. CTGIN2489E The Maximo database contains backup
tables that must be manually removed
Administrator response: Either specify a different
before this update can be applied.
temporary location by modifying the value of the
Please refer to the readme information
'TEMP' environment variable or increase the available
that came with this update or the
space in the current location and retry the installation.
upgrade section of the guide for
Planning and installing the product for
CTGIN2482E The installation cannot continue due more information.
to insufficient free space in the file
Explanation: Backup tables are normally removed
system or disk that contains the directory
when Maximo commands complete. If they exist when
name directory specified for product
an upgrade is started the customer should determine
installation. Check the product Planning
where the backup tables are from and if it is ok to
and Installation Guide for disk space
delete them before starting the upgrade. Refer to the
requirements.
documentation that came with your product for the full
Explanation: Insufficient space is available to install set of steps required before starting the upgrade.

CTGIN2490E number_failed_actions configuration CTGIN2500E The database product id database type

actions failed during the uninstall. specified is not supported. Please
Review the log information in the specify a supported database product.
CTGUninstallTrace00.log files to
Explanation: Only the following database products are
identify the failed actions.
supported: Oracle, DB2, SQLServer. Specify a
Explanation: The uninstaller attempted to undo supported product before continuing.
configuration actions. One or more of those
configuration actions were not successfully completed.
CTGIN2501E The table table name does not exist in
As a result, attempts to reinstall the offering may not
the Product database. The database is
be successful. Review the CTGUninstallTrace00.log to
invalid.
determine the actions that failed.
Explanation: The table could not be found in the
database, indicating that the database was not prepared
CTGIN2491E The syntax of the directory path is not
correctly or that the wrong database connection
valid for the local operating system.
information was supplied.
CTGIN2493E The installer being used is not

CTGIN2503E The property property name has not
compatible with the level of payload
been specified in the properties file.
that is being used. An installer that
The correct value must be set in
supports version version number of the
InstallDir/etc/install.properties file and
payload is required to perform this
installation restarted.
installation.
Explanation: This property is a required setting for
Explanation: There has been a change in the design of
this product, and must be supplied before install can
the payload that is used with the install engine. Due to
continue.
this change it is necessary to obtain a newer version of
the installer continue the installation.
CTGIN2506E The location specified for creation of
the database tablespaces does not have
CTGIN2494E The installer being used is not
enough free space available to create
compatible with the level of Maximo
them.
base services provided in the payload
that is being used. This installer only Explanation: The location for the tablespaces must
supports version version number and have a minimum space available that matches the
higher for an initial installation. requested data tablespace size, temp tablespace size
and index tablspace size.
Explanation: There is functionality in the required
level of Maximo that is needed for this installer to Administrator response: Resize the file system or
complete the install and configuration successfully. reduce the starting size of one or more of the
tablespaces.
CTGIN2498E The user ID user_id was used
previously to install the existing product CTGIN2507E User ID cannot contain spaces.
in the installation_directory directory. The
current action cannot be performed by a Explanation: The User ID cannot contain spaces since
different user. The program will now some operating systems do not support spaces in User
exit. IDs.
Explanation: Administrator response: Remove all spaces in the

User ID.
CTGIN2499E Maximo base services is not found on

the system. The installation program CTGIN2508E The specified database user user is not
will now exit. allowed. Provide a valid userid.
Explanation: Maximo base services is not found on Explanation: Certain database users, including
the system. Maximo base services must be present on Administrative userids, are not allowed in this context.
the system before this payload can be deployed. You must provide a different userid.
Administrator response: Maximo base services must Administrator response: Provide a new userid.
be present on the system or the installation program
must be used with a full update base services PMP
package instead of a fix pack base services PMP
package.

CTGIN2509E Required property system CTGIN9012E The workspace could not be created at
environment variable: TEMP is not set {0}. Verify that you have permission to
or the user does not have permission to read and write files in the specified
write to the TEMP directory. directory.
Explanation: The system environment variable TEMP
is not set or is not accessible. Ensure that the TEMP CTGIN9013E You must select at least one feature for
environment variable has been set and that the user has deployment.
permission to write to the TEMP directory.
CTGIN9014E The {1} could not be created at {0}.
CTGIN2513E The administrative user dba user is Verify that you have permission to read
invalid. When the instance does not and write files in the specified directory.
exist, this user must be SYS.
Explanation: The database instance does not exist. CTGIN9015E The variable {0} is required.
When creating the instance, the database administrative
user must be the default value of SYS.
CTGIN9016E The field {0} is required.
CTGIN9001E Unsupported version of Windows.

CTGIN9017E The value for the field {0} must match
Please check the current documentation
the value for the field {1}.
for the supported versions of Windows.
CTGIN9018E The value for the variable {0} cannot

CTGIN9002W Insufficient memory. The required
exceed {1} characters.
memory for this platform is 2 GB.
CTGIN9019E The value for the field {0} cannot

CTGIN9003E Unsupported Windows Service Pack.
exceed {1} characters.
Please check the current documentation
for the supported service packs.
contain any of the following characters:
CTGIN9004E Unsupported version of Linux. Please
{1}
check the current documentation for the
supported versions of Linux.
CTGIN9021E The value for the variable {0} cannot
contain any of the following characters:
{1}
CTGIN9022E The value for the field {0} must be an

CTGIN9006E Unsupported Linux Update. Please
integer.
supported updates.
CTGIN9023E The value for the field {0} must be
greater than or equal to {1}.
CTGIN9007E Unsupported operating system. Please
supported operating systems. CTGIN9024E The value for the field {0} must be
between {1} and {2}.
CTGIN9008E The following errors were
encountered during the installation of CTGIN9025E The port {1} is in use by another
{0}. Review the messages below for application, or has been reserved for
details. another configuration parameter. Choose
a different value for the field {0}.
CTGIN9009E Errors were encountered during the
verification of {0}. Review the logs for CTGIN9026E The required middleware images {0}
details. could not be located at {1}. Verify that
you have permission to write files to the
specified directory.

CTGIN9027E The required middleware images {0} CTGIN9038E No installations of {0} can be located
could not be located at {1}. Verify that at {1} or are valid for reuse.
you have permission to write files to the
specified directory.
CTGIN9039E The current state of the deployment
plan does not allow for the execution of
CTGIN9028W The active deployment plan could not the operation {0}.
be located at {0}. A new deployment
plan will be created at {1}.
CTGIN9040E The 'rpm-build' package is required,
but is not listed in the RPM registry.
CTGIN9029W The current operating system user
could not be verified as a system
CTGIN9041E The password specified for the
administrator. Verify that the current
username {0} does not match the
user is a system administrator before
password supplied for that username on
proceeding.
a previous panel.
CTGIN9030E The username or password specified

CTGIN9042E Errors were encountered during the
is invalid.
execution of the step {0}.
CTGIN9031E The partition {0} has {1} bytes free

space, but the deployment plan requires
contain spaces.
{2} bytes free space on that partition.
Specify a different value for {3}.
CTGIN9044E Previous Tivoli Middleware Installer
components are already installed. You
CTGIN9032E No installations of {0} could be found
must uninstall all previous Tivoli
on the local machine. Select a different
Middleware Installer components before
deployment option.
proceeding.
CTGIN9033E The specified path is invalid. Specify

CTGIN9045W The inventory action could not be
a different value for {0}.
performed. Verify that DB2 Enterprise
Server Edition, IBM Tivoli Directory
CTGIN9034E The value for the field {0} must not Server, WebSphere Application Server
match the value for the field {1}. ND, and IBM HTTP Server are not
installed on this system before
proceeding.
CTGIN9035E One or more installations of
<b>{0}</b> were found that do not meet
the requirements for your deployment CTGIN9046W The disk space checks could not be
choices. Select different deployment performed. Verify that the system has at
choices, or upgrade these installations to least {0} bytes of disk space free before
meet the specified requirements. proceeding.
CTGIN9036E The {0} could not be located at {1}. CTGIN9047W The system requirement checks could
Verify that you have permission to read not be performed. Verify that all system
files from the specified directory. requirements have been met before
proceeding.
CTGIN9037E One or more file systems do not have
sufficient disk space for your CTGIN9048E One or more installations of
deployment plan as it is currently WebSphere Application Server ND or
configured. Make the appropriate IBM HTTP Server were found on your
changes to your file system or system. The J2EE Server Feature cannot
configuration parameters. be selected for deployment while these
software installations are on your
system. Remove all of these software
installations or unselect the J2EE Server
feature.

CTGIN9049W • CTGIN9071E
CTGIN9049W The Directory Server feature cannot CTGIN9059W Insufficient memory. The required
be selected unless the Secure using memory for this platform is 2 GB.
Directory Server option is also selected.
CTGIN9060E Unsupported 32-bit Kernel. The
CTGIN9050W Deselecting the Secure using features selected require the 64-bit
Directory Server option will deselect the Kernel.
Directory Server feature. The Directory
Server feature cannot be selected
CTGIN9061E Required OS Level is AIX V5.3 TL9
without this option.
SP2 or greater than this. Upgrade the
Technology Level and Service Pack.
CTGIN9051E The installer or the JRE is not
supported on this platform. Either an
attempt was made to run the 32-bit
Contain USERS, ADMINS, GUESTS,
installer (mwi.exe) on a 64-bit platform,
PUBLIC, LOCAL, ROOT or any SQL
or, a 32-bit JRE was specified on a 64-bit
reserved word and cannot begin with
platform. If running mwi.exe and the
IBM,SQL or SYS Cannot contain special
platform is 64-bit run mwi-AMD64.exe.
characters like \\[]:|><+=;\'?*@
If overriding the install with the
-is:javahome variable, make sure the
specified JRE is appropriate for the CTGIN9063E The password field cannot contain
platform. \\`%&),{}|;>< character and blank
space.
space, but the deployment plan requires CTGIN9064E The value for the field {0} cannot end
{2} bytes free space on that partition. with $ character.
Specify a different drive value for ITDS
{3}
contain $ character.
space, but the deployment plan requires
{2} bytes free space on that partition. CTGIN9066E The value for the field {0} cannot Start
Increase avaliable space in {0} with sql,ibm or sys Start with a numeral
or contain characters other than a-z, $,
@,_, or 0-9.
contain upper case characters or an
underscore or hyphen(-) or numeric in CTGIN9067E The value specified for {0} must
the first character position. resolve to a valid hostname.
CTGIN9055E There is not enough freespace to CTGIN9068W The value specified for {0} must be in
install the Deployment Engine. the form of a hostname. An IP Address
may cause problem later during the
installation.
CTGIN9056E The Deployment Engine requires
freespace of {0} bytes in {1}.
CTGIN9069E The AIX aio0 driver for Kernel
Asynchronous I/O Support must be
CTGIN9057E The AIX File Size Limit must be set to installed and available for use.
'unlimited' (-1) and the AIX File
Descriptor Limit must be set to
'unlimited' (-1) or at least 8192. CTGIN9070E The IBM C++ runtime environment
(xlC.rte and xlC.aix50.rte) must be
version 8.0.0.4 or later.
CTGIN9058E Unsupported version of AIX. Please
supported versions of AIX. CTGIN9071E The value for the field {0} cannot Start
with sql,ibm or sys Name cannot be
root Name cannot begin with a numeral
or contain characters other than a-z, @,_,
or 0-9.

CTGIN9072E The value for the field {0} Can only CTGIN9084E Unsupported version of zLinux. Please
include the following characters: A-Z, check the current documentation for the
a-z, and 0-9.Name must begin with supported versions of zLinux.
alphabetic characters Name cannot be
USERS, ADMINS, GUESTS, PUBLIC,
ROOT or LOCAL Name cannot begin
with IBM, SQL or SYS
CTGIN9086E The 'rpm-build' package is required,

CTGIN9073E Required OS Level is AIX V6.1 TL2 or
but is not listed in the RPM registry.
greater than this. Upgrade the
Technology Level and Service Pack.
CTGIN9087E The specified workspace directory is
not empty or is a workspace for a
CTGIN9074E Insufficient memory. The required
different version of the Tivoli
Middleware Installer. Please choose
another workspace location.
contain the pound sign (#).
CTGIN9088E DB2 Service name already exists in
/etc/services file. Please delete the entry
CTGIN9076E Minimum 4 GB of Default Paging from services file or change the value
Space is required on AIX machine. for Default Instance name.
CTGIN9077E Deployment Engine did not start CTGIN9089E The following ports are in use by
successfully. Please try to manually start another application: {0} If you continue
the Deployment Engine and restart the the installation, you may encounter
installer. errors later.
CTGIN9078E ITDS requires the base system locale CTGIN9090E The value for the field {0} cannot
ISO code fileset. contain space.
CTGIN9079E The path for the field {0} must be CTGIN9091E The value for the field {0} must begin
absolute. with cn=.
CTGIN9080E libaio.so.1, libstdc++so.5 and CTGIN9092E Checksum for the following images
libstdc++so.6 packages are required for does not validate properly in the
DB2. specified location {1} :
CTGIN9081E Unsupported installer for this CTGIN9093E The instance user {0} is also used as
operating system. Run the appropriate the DAS user, which is not allowed. Use
installer. a different user for instance.
CTGIN9082E 777 permissions are required for tmp CTGIN9094E The instance user {0} is also used as
directory and 755/777 permissions are the default database instance user,
required for home directory which is not allowed. Use a different
user for instance.
CTGIN9083E The required middleware images {0}
could not be located at {1}. Verify that CTGIN9095E Port {0} is in use by another
you have permission to read files from application.Installation cannot proceed.
the specified directory. For middleware
images located in a mounted filesystem,
CTGIN9097E The required version of the package
mount type 'cifs' must be used.
{0} is not found. Required Version is :
{1} or advanced.

CTGIN9098E Install location {1} cannot end with {0} CTGIN9112W Unable to authenticate to the LDAP
Server using the WAS Administrator
credentials. Make sure the WAS
CTGIN9099E The group name {0} is not valid for
Administrator user DN is configured on
user {1}.The user might belong to some
the LDAP server with the specified
other group.
password.
CTGIN9101W Backup of Deployment Engine cannot

CTGIN9113E Environment variable
be successfully taken. Please try taking
LD_LIBRARY_PATH should not end
it up manually.
with ':' .
CTGIN9102E If /home is a mount, it is required to

CTGIN9114E The middleware installation is not
be mounted with nosuid option NOT
supported on this version of the
set.
operating system.
CTGIN9103W The default shell of the user should

CTGIN9115W Hostname should be Fully Qualified
be bash.
Domain name. You may encounter error
later during install.
CTGIN9104E DB2 requires I/O Completion Ports
(IOCP) libraries.
CTGIN9116E Make the appropriate changes to your
file system or configuration parameters
CTGIN9105E The value for the field {0} cannot and restart Middleware installer to try
contain any of the following characters again.
{1}
CTGIN9117E Middleware Installer recommends
CTGIN9106E The value for the field {0} cannot Temporary Files Directory location
contain more than one occurrence of the should not exceed 80 characters.
':' character.
CTGIN9118E The value for the field {0} cannot start
CTGIN9107E Deployment Engine cannot be with any of the following characters: {1}
installed as the hostname cannot be
resolved on the machine. Please contact
CTGIN9119E The value for the field {0} cannot be
System Administrator to get it resolved.
the same as the value of the field {1}
CTGIN9108E The LDAP server on the host {0}

cannot be reached at the port {1}.
CTGIN9109E The DN specified for the field {0}

could not be located on the LDAP
Server {1}.
CTGIN9110E Unable to authenticate to the LDAP

server using the specified Bind
credentials.
CTGIN9111W The DN for the WAS Administrator

{0} could not be located on the LDAP
server {1}. The deployment might fail
during VMM configuration. Make sure
the Administrator user is created on the
LDAP server directory.

CTGRC0505E • CTGRC1505E
Service Catalog Messages

CTGRC0505E Service Fulfillment {0} is not in CTGRC1012E The Offering status must be {0}.
ACTIVE state.
Explanation: Only Offerings in ACTIVE state can be
Explanation: The Offering cannot be made ACTIVE viewed in the Offering Catalog.
unless the Service Fulfillment it references is also
System action:
ACTIVE.
User response: Change the status of the Offering to
System action:
ACTIVE.
User response: Change the status of the Service
Administrator response: Change the status of the
Fulfillment to ACTIVE. Then change the status of the
Offering to ACTIVE.
Offering.
CTGRC1502E Catalog status must be PLANNING or
Service Fulfillment to ACTIVE. Then change the status
PENDING.
of the Offering.
Explanation: The Catalog cannot be edited unless it is
in PLANNING or PENDING state.
CTGRC0509E Service Fulfillment status must be
PLANNING or PENDING. System action:
Explanation: The Service Fulfillment cannot be edited User response: Change the status of the Catalog to
unless its in PLANNING or PENDING state. PLANNING or PENDING. Then proceed with updates.
System action: Administrator response: Change the status of the
Catalog to PLANNING or PENDING. Then proceed
User response: Change the status of the Service
with updates.
Fulfillment to PLANNING or PENDING. Then proceed
with updates.
CTGRC1503E Offering {0} is currently in the Catalog
and cannot be added.
Service Fulfillment to PLANNING or PENDING. Then
proceed with updates. Explanation: The offering already exists in the current
Catalog.
CTGRC1009E Offering status must be PLANNING System action:
or PENDING.
User response: No action is required.
Explanation: The Offering cannot be edited unless it is
in PLANNING or PENDING state. Administrator response: No action is required.
System action:
CTGRC1504E The Catalog name must be defined
User response: Change the status of the Offering to before adding Offerings.
PLANNING or PENDING. Then proceed with updates.
Explanation: The name of the catalog must be defined
Administrator response: Change the status of the prior to adding offerings.
Offering to PLANNING or PENDING. Then proceed
with updates. System action:
User response: Define the catalog name. Then add the
CTGRC1011E The Offering must be in at least one required offerings.
Catalog. Administrator response: Define the catalog name.
Explanation: The Offering will not appear in the the Then add the required offerings.
Offering Catalog since it is not in at least one Catalog.
System action: CTGRC1505E The Catalog name must be defined
before adding a Security Group.
User response: Add the offering to a Catalog that is
able to be viewed in the Offering Catalog. Explanation: The name of the Catalog must be
defined prior to adding Security Groups.
Administrator response: Add the offering to a Catalog
that is able to be viewed in the Offering Catalog. System action:
User response: Define the Catalog name. Then add
the required Security Groups.

Administrator response: Define the Catalog name.

CTGRC2004E Cannot specify Process Manager
Then add the required Security Groups.
modality.
Explanation: Common PMP is not installed, so you
CTGRC1506E Security Group {0} already exists for
cannot have modality of Process Manager.
this Catalog and cannot be added.
System action:
Explanation: The Security Group is already authorized
to access the catalog. User response: Specify another modality. Then try
your request again.
System action:
Administrator response: Specify another modality.
Administrator response: No action is required.
CTGRC2005E Cannot specify Process Manager type.
Explanation: The modality must be Process Manager
CTGRC2000E No jobplan specified.
in order to specify a Process Manager type.
Explanation: When specifying an internal Work Order,
System action:
a jobplan must be specified.
User response: Either change the modality to Process
System action:
Manager or remove the Process manager type. Then try
User response: Enter a jobplan. Then try your request your request again.
again.
Administrator response: Either change the modality
Administrator response: Enter a jobplan. to Process Manager or remove the Process manager
type. Then try your request again.
CTGRC2001E No Service Fulfillment specified.
CTGRC2006E Cannot specify classification.
Explanation: When creating a Fulfillment Option, a
Service Fulfillment must be specified. Explanation: The modality must be Service Request or
Process Manager to specify a classification.
System action:
System action:
User response: Enter a Service Fulfillment. Then try
your request again. User response: Either change the modality to Service
Request or Process manager or remove the
Administrator response: Enter a Service Fulfillment. classification. Then try your request again.
Administrator response: Either change the modality
CTGRC2002E No Fulfillment Option specified. to Service Request or Process manager or remove the
Explanation: When creating a Fulfillment Option, a classification. Then try your request again.
Fulfillment Option identifier is needed.
System action: CTGRC2007E Cannot specify a jobplan.
User response: Enter an identifier in the Fulfillment Explanation: The modality must be Internal Work
Option field. Then try your request again. Order with jobplan in order to specify a jobplan.
Administrator response: Enter an identifier in the System action:

Fulfillment Option field. User response: Either remove the jobplan from the
request or change the modality to Internal Work Order
CTGRC2003E This Service Fulfillment/vendor with jobplan. Then try your request again.
combination already exists for this site. Administrator response:
Enter another vendor or Service
Fulfillment
CTGRC2008E Process Manager type not specified.
Explanation: Duplicate fulfillment option specified.
Explanation: A Process Manager type must be
System action: specified when the modality is Process Manager.
User response: Enter another vendor or Service System action:
Fulfillment. Then try your request again.
User response: Specify the Process Manager type.
Administrator response: Use another vendor and Then try your request again.
Service Fulfillment combination.
Administrator response: Specify the Process Manager
type. Then try your request again.

CTGRC2009E Classification not specified. CTGRC2502E Your current cart is empty.

Explanation: A Classification is required when Explanation: The user selected the "View Cart" link
modality is Process Manager or Service Request. but has an empty cart.
System action: System action:
User response: Specify a classification. Then try your User response: Click OK And continue shopping.
request again.
Administrator response:
Administrator response: Specify a classification. Then
try your request again.
CTGRC2504E Offering {0} is no longer active and
cannot be ordered.
CTGRC2010E Modality has not been specified.
Explanation: The Offering has been changed to an
Explanation: A modality is required for a Fulfillment INACTIVE state since the list was populated.
Option.
System action:
System action:
User response: Contact administrator if this Offering
User response: Specify a modality. Then try your is needed. Otherwise, select another Offering.
request again.
Administrator response: Change offering back to
Administrator response: Select a modality. Then try ACTIVE state if appropriate.
your request again.
CTGRC2505E This offering is no longer active and
CTGRC2012E Vendor not specified. cannot be ordered.
Explanation: An entry in the vendor field is required. Explanation: The Offering has been changed to an
INACTIVE state since the list was populated.
System action:
System action:
User response: Enter a vendor. Then try your request
again. User response: Contact administrator if this Offering
is needed. Otherwise, select another Offering.
Administrator response: Enter a vendor. Then try
your request again. Administrator response: Change offering back to
ACTIVE state if appropriate.
CTGRC2500E Your current cart is empty. No new
cart has been started. CTGRC2508E You currently have no default site. A
default site is required to use the
Explanation: User selected the "Start New Cart" link
Offering Catalog. Contact an
with an empty cart. Only one empty cart is allowed, so
administrator to set the default site or
no new cart was started.
log in using another ID.
System action:
Explanation: This message is received when a user
User response: Click OK and continue shopping. tries to order an offering. A default site is required to
use the Offering Catalog.
System action:
CTGRC2501E You currently have no active, User response: Contact an administrator to set a
non-empty Shopping Carts. default site or log in using another ID.
Explanation: The user selected the "View All Carts" Administrator response: Add a default site for the
link but has no "working" carts. user.
System action:
CTGRC2509E Enter a text search string.
User response: Click OK and continue shopping.
Explanation: A text search string must be specified.
System action:
User response: Enter a text search string.

Administrator response: Give the user access to the

CTGRC2510E No catalog has been assigned to you.
appropriate active catalogs.
Contact your system administrator for
help.
CTGRC2517E Specify a search string or a catalog to
Explanation: The message is received when the user
search.
does not have access to any active Catalogs.
Explanation: You must specify either a text string to
System action:
search on, and/or a catalog to search.
User response: Contact an administrator for help.
System action:
Administrator response: Add the user to the Active
User response: Add a search string to the Search field
Catalogs Security Group.
or select a catalog to search on.
CTGRC2513E The validation script for adding this
item to the cart failed with the
following error:\n\n{0} CTGRC2518E Incorrect default site. A default site is
required to use the Offering Catalog.
Explanation: There is a problem with adding the item
The User's default site must match the
to your cart.
Service Catalog supported sites which
System action: can be changed using the updateTool.
Contact an administrator to change the
User response: Correct the problem associated with
User's default site or log in using
the error, and resubmit.
another ID.
Explanation: This message is received when a user
tries to order an offering. A default site is required to
CTGRC2514E The validation script for submitting use the Offering Catalog. The User's default site must
this cart failed with the following match the Service Catalog supported sites which can be
error:\n\n{0} changed using the updateTool.
Explanation: There is a problem with submitting the System action:

cart.
User response: Contact an administrator to change the
System action: User's default site or log in using another ID.
User response: Correct the problem associated with Administrator response: Chnage the default site for
the error, and resubmit. the user to the Service Catalog default site.
CTGRC2600E A shipping address is required for this
order. Please select a Ship to Address.
CTGRC2515E The submit cart validation script for
offering {0} failed with the following Explanation: The offering selected requires shipping
error:\n\n{1} information to be specified, if the user presses Order
Now!
Explanation: The offering specified failed its submit
cart validation routine. System action:
System action: User response: Use the lookup to select a valid Ship
to Address for your organization. If none are displayed,
User response: Correct the problem associated with contact your administrator.
the error, and resubmit the cart.
CTGRC2601E Validation script {0} was unable to

CTGRC2516E There are either no active catalogs, or complete successfully. Contact the
you do not have access to any catalogs. system administrator.
Contact the catalog administrator.
Explanation: The field has a validation script
Explanation: Either there are no active catalogs, or the associated with it, which did not work properly.
user does not have access to any catalogs.
System action:
System action:
User response: Contact the system administrator with
User response: Contact the catalog administrator. the error message.

Administrator response: The script specified incurred

CTGRC2913E {0} is not a valid value. {1}
an error, and did not complete successfully. Check the
validation script in the Script Management application, Explanation: This message is displayed when the field
and insure it is working properly for the attribute validation for an attribute has failed.
specified.
System action:
User response: Correct the problem specified in the
CTGRC2604E The Catalog Request was not
error message.
submitted. The approval process
requires that a Supervisor is specified in Administrator response:
the Person record for the user the
offering is requestor for. The request is
saved in the cart. Please contact the CTGRC2914E The Catalog Request was not
system administrator to correct the submitted. The approval process
problem and then submit the cart. requires that the requestor has a
Supervisor specified in the Person
Explanation: This message is displayed when the line record. The request is saved in the cart.
manager approval process cannot be invoked because Please contact the system administrator
the requestor does not have a Supervisor specified in to correct the problem and then
the Person Record. The Catalog Request does not get resubmit.
submitted.
Explanation: This message is displayed when the line
System action: manager approval process cannot be invoked because
the requestor does not have a Supervisor specifiec in
the Person Record. The Catalog Request does not get
error message, then resubmit the cart.
submitted.
System action:
CTGRC2900E Offering {0} must be numeric.
error message, then resubmit.
Explanation: This message is displayed when the user
enters a non-numeric value in the Offering Presentation
dialog for an Offering that should be numeric.
CTGRC3001E Failed to approve Catalog Order {0}
System action:
generated from item {1} due to: {2}.
User response: Enter a numeric value for the attribute.
Explanation: This message is displayed when the
Administrator response: approval of a Catalog Request results in the automatic
creation of an approved Catalog Order and there is a
problem in the approval of the Catalog Order.
CTGRC2902E A value must be entered for the
required field {0}. System action:
Explanation: This message is displayed when the user User response: Correct problem or contact an
does not inputs a value in a required field in the administrator for help.
Offering Presentation dialog.
Administrator response: Assist the operator as
System action: necessary.
User response: Enter a value for the attribute.
CTGRC3002E Failed to start workflow on Catalog
Purchase Requisition/Catalog Order
generated from Offering {0} due to: {1}.
CTGRC2906E The search engine is not installed.
Explanation: This message is displayed when a
Explanation: Lucene jar, dic files, or search_pmp is not Catalog Request is approved, resulting in a workflow
installed correctly. being kicked off (and failing) for a newly created
Catalog Purchase Requisition or Catalog Order.
System action:
System action:
User response: Contact an administrator.
User response: Correct the problem or contact an
Administrator response: Install the search engine. administrator for help.
necessary.

CTGRC3003E Failed to approve Catalog Purchase CTGRC3008E Failed to process Catalog Order due to
Requisition {0} generated from Offering exclusive access by user {0}.
{1} due to: {2}.
Explanation: This message is displayed when a direct
Explanation: This message is displayed when the order is already in use.
approval of a Catalog Request results in the automatic
System action:
creation of an approved Catalog Purchase Requisition
and there is a problem with the approval of the Catalog User response: Try again or contact an administrator.
Purchase Requisition.
Administrator response: Investigate and assist the
System action: operator as necessary.
User response: Correct the problem or contact an
administrator for help. CTGRC3010E Generated by Catalog Request
processing.
necessary. Explanation: This text is stored as the description of a
Catalog Purchase Requisition created via the order
process kicked off when a Catalog Request is approved.
CTGRC3004E Failed to create Catalog Order from
Catalog Purchase Requisition {0} System action:
generated from Offering {1} due to: {2}.
Explanation: This message is displayed when the
approval of a Catalog Request results in the automatic Administrator response: No action is required.
creation of a Catalog Order and there is a problem with
creating the Catalog Order. CTGRC3011E Offering {0} is in {1} status. Order is
System action: not allowed.
User response: Correct the problem or contact an Explanation: This text is generated when the Offering
administrator for help. is not in an ACTIVE state during Catalog Request
processing.
necessary. System action:
User response: Contact an administrator.
CTGRC3006E Failed to process Catalog Request due Administrator response: Contact IBM.
to database errors: {0}.
Explanation: This message is displayed in the order CTGRC5500E Common PMP not installed.
process when the processing of a Catalog Request
generates database exceptions. Explanation: Common PMP is required to create a
ticket.
System action:
System action:
User response: Try again or contact an administrator.
User response: Install Common PMP. Then try your
Administrator response: Investigate database issues. request again.
CTGRC3007E Catalog Request processing failed and
rolled back. Cause: {0}.
CTGRC5501E Ticket not created.
Explanation: This message is displayed in the order
process when there are problems creating the Explanation: There was an error creating the ticket.
pmscreorder set. See the log to determine the cause of the failure.
User response: Correct cause of problem or contact User response: Correct the error. Then try your
administrator. request again.
Administrator response: Assist the operator as Administrator response:

necessary.

Explanation: You can only delete a Catalog Order line

CTGRC5502E Work Order not created.
in the Catalog Orders application.
Explanation: An error occurred while creating the
System action:
ticket. See the log to determine the cause of the failure.
User response: Use the Catalog Orders application to
System action:
delete the Catalog Order line.
User response: Correct the error. Then try your
request again.
CTGRC5512E The cancel Catalog Order {0} request
will be sent to the vendor {1} via an
CTGRC5503E Service Request not created. e-commerce transaction.
Explanation: An error occurred in creating the Service Explanation: The request will be sent to the vendor
Request. See the log to determine the cause of the error. for fulfillment.
User response: Correct the error. Then try your User response: No action is required.
request again.
CTGRC5515E Could not change Catalog Order {0}
CTGRC5507E The type selected is not SCAT. status to {1}.
Explanation: The type is not valid for a Catalog Order. Explanation: The status could not be changed.
User response: Change the type to SCAT. Then try User response: Check the log and correct any errors.
your request again. Then try your request again.
Administrator response: Administrator response: Check the Catalog Order.
Then try your request again.
CTGRC5508E Catalog Order does not exist. Enter
another Catalog Order. CTGRC5516E Distribution lines can be deleted only
for Catalog Orders with a status of
Explanation: The Catalog Order cannot be found.
WAITING ON APPROVAL.
System action:
Explanation:
User response: Enter a valid Catalog Order number.
System action:
User response: Change the status to WAITING ON
APPROVAL. Then try your request again.
CTGRC5509E The status of the Catalog Order should
be APPROVED or IN PROGRESS.
CTGRC5517E Cannot complete receipts. Approve the
Explanation: The Catalog Order should be in the
Catalog Order. Then try your request
APPROVED or IN PROGRESS state before doing this
again.
operation. Cannot be found.
Explanation: Cannot complete receipts if the Catalog
System action:
Order is not approved.
User response: Change the status of the Catalog Order
System action:
to APPROVED or IN PROGRESS. Then try your
request again. User response: Approve the Catalog Order. Then try
your request again.
CTGRC5510E Cannot undelete a Catalog Order line
if the owner is not a Catalog Order. Use
the Catalog Orders application to delete
the Catalog Order line.

CTGRC5519E No Service Fulfillment or description CTGRC5524E General Ledger credit account not
specified. valid.
Explanation: A Service Fulfillment or a description is Explanation: Catalog Order line {0} has a General
required on line {0}. Ledger credit account that is not fully specified.
User response: Enter a Service Fulfillment or User response: Specify the General Ledger credit
description. Then try your request again. account. Then try your request again.
Administrator response: Administrator response: Specify the General Ledger
credit account.
CTGRC5520E No Service Fulfillment or description
specified. CTGRC5525E Cannot close the Catalog Order.
Complete the receipts. Then try your
Explanation: A Service Fulfillment or a description is
request again.
required on line {0}.
Explanation: Cannot close the Catalog Order because
System action:
the receipts are not complete.
User response: Enter a Service Fulfillment or
System action:
description. Then try your request again.
User response: Complete the receipts. Then try your
request again.
CTGRC5521E No Catalog Order cost line.
Explanation: Catalog Order line must have at least
CTGRC5526E Cannot close the Catalog Order. The
one Catalog Order cost line associated with it.
receipts are not complete. Wait until all
System action: the services are fulfilled. Then try your
request again.
User response: Add a Catalog Order cost line. Then
try your request again. Explanation: Not all Service Fulfillments have been
received for this Catalog Order.
System action:
CTGRC5522E Cannot add status record. Go to the User response: Wait until all the services are fulfilled.
Catalog Orders application and add a Then try your request again.
status to the Catalog Order.
Explanation: A status object can only be created by
the Catalog Order object.
CTGRC5527E Cannot close the Catalog Order.
System action: Approve the receipts for line {0}. Then
User response: Go to the Catalog Orders application
and add a status to the Catalog Order. Explanation: Cannot close the Catalog Order because
unapproved receipts exist for line {0}.
System action:
CTGRC5523E Cannot cancel Catalog Order. User response: Approve the receipts for line {0}. Then
Explanation: The Catalog Order cannot be canceled
because the vendor has sent notification of shipment. Administrator response:
System action:
CTGRC5528E Catalog Order {0} status changed to {1}.
Explanation:
System action:

CTGRC5529E Items have already been received for CTGRC5534E The Fulfillment Option is not valid for
this Catalog Order. Service Fulfillment.
Explanation: Explanation: The selected Fulfillment Option is not
valid for the Service Fulfillment specified on the line.
System action:
System action:
User response: Select a valid Fulfillment Option. Then
CTGRC5530E Services have already been received
for this Catalog Order.
CTGRC5535E The vendor company is not valid.
Explanation:
Explanation: The vendor company record has been
System action:
disabled.
System action:
User response: Select a valid vendor. Then try your
request again.
CTGRC5531E Vendor not specified.
Explanation: A vendor must be specified to approve
this Catalog Order.
CTGRC5536E No quantity is specified.
System action:
Explanation: Quantity is required for this line type.
User response: Specify a vendor. Then try your
System action:
request again.
User response: Specify the quantity. Then try your
request again.
CTGRC5532E A distributed cost for the Catalog
Order line has a General Ledger account
that is not fully specified. CTGRC5537E A Service Fulfillment must be selected
before applying a Fulfillment Option.
Explanation:
Explanation: A Service Fulfillment must be added to
System action:
the line before applying a Fulfillment Option.
User response: Fully specify the General Ledger
System action:
account. Then try your request again.
User response: Select a Service Fulfillment. Then try
your request again.
CTGRC5533E Cannot remove the Fulfillment
Option. The Catalog Order is already
approved. Cancel the Work Order, CTGRC5538E The new status date cannot be earlier
Service Request, or Process Manager than the last status date.
request. Then change Catalog Order
Explanation: Cannot change the status date to an
status to waitting for approve and try
earlier date.
the request again.
System action:
Explanation:
User response: Change the status date to a date that is
System action:
later than the existing status date. Then try your
User response: Cancel the Work Order, Service request again.
Request, or Process Manager request. Then change
Catalog Order status to waitting for approve and try
the request again.

CTGRC5539E The specified status does not exist. CTGRC5546E Allowed to change status from
APPROVED to WAITING FOR
Explanation: This is not a valid status.
APPROVAL.
System action:
Explanation:
User response: Specify a valid status. Then try your
System action:
request again.
CTGRC5540E This status change is not allowed.
CTGRC5547E The Catalog Order Line was not
Explanation: Cannot change the status to the
found.
requested status.
Explanation:
System action:
System action:
User response: Specify a valid status change. Then try
your request again. User response: Create the Catalog Order line. Then try
your request again.
CTGRC5541E Status cannot be changed because a
Change Order was created for this CTGRC5548E Cannot create more than one line per
Catalog Order. Catalog Order.
Explanation: The status cannot be changed once a Explanation: Only one line is allowed per Catalog
Change Order has been created. Order.
User response: No action is required. User response: Create a new Catalog Order and add
your line to that Catalog Order.
CTGRC5544E Catalog Order cannot be approved.
Change the status of your Work Order. CTGRC5549E Catalog order line {0} is not valid for
Then try the request again. Catalog Order {1}.
Explanation: The Work Order in Catalog Order line is Explanation: The line number specified was not found
in either CLOSED, CANCELED, or WAITING ON for the Catalog Order.
APPROVAL status.
System action:
System action:
User response: Specify a valid line number. Then try
User response: Change the status of your Work Order. your request again.
Then try the request again.
CTGRC5550E Two Catalog Order lines cannot have
CTGRC5545E Catalog Order line has a General the same line number.
Ledger debit account that is not fully
Explanation:
specified.
System action:
Explanation: The General Ledger debit account must
be fully specified. User response: Specify a different Line number. Then
System action:
User response: Fully specify the General Ledger debit
account. Then try your request again.
CTGRC5551E The Catalog Order {0} is in history and
must remain unchanged.
Explanation: The Catalog Order is in history, and no
further action can be taken against this record.

System action:
CTGRC6503E The quantity is incorrect.
User response: Select another Catalog Order. Then try
Explanation: The quantity entered cannot be greater
your request again.
than the Catalog Purchase Request line quantity.
System action:
User response: Change the quantity. Then try your
CTGRC5555E Cannot duplicate a Catalog Order with
request again.
a status different than {0}.
Explanation: Cannot add a new line to the Catalog
Order. Only one line is allowed on the Catalog Order.
CTGRC6504E The line number is incorrect.
System action:
Explanation: Two catalog purchase requisition lines
User response: Create a new Catalog Order for the
cannot have the same line number.
line.
System action:
User response: Change the line number. Then try your
request again.
CTGRC5556E Cannot close the Catalog Order until
the associated {0} {1} is closed. Administrator response:
Explanation: The Offering has not been delivered.
CTGRC6505E Catalog Order {0} already exists.
System action:
Explanation: Cannot have two Catalog Orders with
User response: Close the {0} {1}. Then try your request
the same number.
again.
System action:
User response: Change the Catalog Order number.
CTGRC5557E Cannot apply the Fulfillment Option.
The Catalog Order is already approved. Administrator response:
Cancel the Work Order, Service Request,
or Process Manager request. Then
CTGRC6506E Cannot create the Catalog Order.
change Catalog Order status to waitting
for approve and try the request again. Explanation: Cannot create a Catalog Order when the
Catalog Purchase Requisition is in an incorrect status.
Explanation:
The status should be {0}.
System action:
System action:
User response: Cancel the Work Order, Service
User response: Change the status to {0}. Then try your
Request, or Process Manager request. Then change
request again.
Catalog Order status to waitting for approve and try
the request again. Administrator response:
CTGRC6507E Invalid status change request. Could
not change Catalog Purchase Request {0}
CTGRC6502E Only one line is allowed per Catalog
status to {1}.
Purchase Requisition.
Explanation:
Explanation: Only one line is allowed for each
Catalog Purchase Requisition. The current Catalog System action:
Purchase Requistion already contains a line.
User response: Try a valid status change.
System action:
User response: Create a new Catalog Purchase
Requisition for the line. Then try your request again.
CTGRC6509E Cannot create Catalog Order. Approve
Administrator response: the Catalog Purchase Requisition. Then
Explanation: Catalog Purchase Requisition must have
a status of APPROVED to create a Catalog Order.

System action:
CTGRC6514E Cannot approve Catalog Purchase
User response: Approve the Catalog Purchase Requisition. Change the status to a valid
Requisition. Then try your request again. status. Then try your request again.
Administrator response: Explanation: Cannot approve a Catalog Purchase

Requisition of this status.
CTGRC6510E Cannot delete the Catalog Purchase System action:

Requisition.
User response: Change the status to a valid status.
Explanation: This Catalog Purchase Requisition cannot Then try your request again.
be deleted.
Administrator response: Change the status to a valid
System action: status. Then try your request again.
User response:
CTGRC6515E Cannot close Catalog Purchase
Administrator response: Select a different operation. Requisition. Change the status to a valid
Then try your request again. status. Then try your request again.
Explanation: Cannot close a Catalog Purchase
CTGRC6511E Cannot delete line {0} because it has Requisition of this status.
been assigned to a Catalog Order.
System action:
Explanation: Line {0} cannot be deleted because it has
been assigned to a Catalog Order. User response: Change the status to a valid status.
System action:
Administrator response: Change the status to a valid
User response: Cancel your Catalog Order. Then try status. Then try your request again.
your request again.
Administrator response: CTGRC6516E Cannot close Catalog Purchase
Requisition. Create the Catalog Order or
CTGRC6512E Cannot undelete the Catalog Purchase cancel the Catalog Purchase Requisition.
Requisition. Go to the Catalog Purchase Explanation: Cannot close a Catalog Purchase
Requisition application. Then try your Requisition whose lines have not been assigned to a
request again. Catalog Order.
Explanation: Cannot undelete a Catalog Purchase System action:
Requisition line if the owner is not a Catalog Purchase
Requisition. User response: Create the Catalog Order or cancel the
Catalog Purchase Requisition.
System action:
User response: Go to the Catalog Purchase Requisition
Application. Then try your request again.
CTGRC6517E Cannot cancel Catalog Purchase
Administrator response: Requisition. Cancel the Catalog Order.
CTGRC6513E Cannot create Offering line. Use the Explanation: Cannot cancel a Catalog Purchase
Catalog Purchase Requisition object to Requisition whose line items have been assigned to the
create the Offering line. Then try your Catalog Order.
request again.
System action:
Explanation: An Offering line can only be created by
the Catalog Purchase Requisition object. User response: Cancel the Catalog Order. Then try
your request again.
System action:
User response: Use the Catalog Purchase Requisition
object to create the Offering line. Then try your request
again. CTGRC6518E No Catalog Purchase Requisition lines
specified.
Explanation: Cannot approve a Catalog Purchase
Requisition with no lines.
System action:

User response: Add a line. Then try your request User response: Select a valid status. Then try your
again. request again.
Administrator response: Administrator response: Select a valid status. Then try
your request again.
CTGRC6519E All Catalog Purchase Requisition lines
have been assigned. CTGRC6524E The Catalog Purchase Requisition {0}
is CLOSED or CANCELED and must
Explanation: Catalog Purchase Requisition lines can
remain unchanged.
only be assigned to one Catalog Order.
Explanation: The Catalog Purchase Requisition is in
System action:
history, and no further action can be taken against this
User response: Select another Catalog Purchase record.
Requisition to assign the lines. Then try your request
System action:
again.
User response: Select another Catalog Purchase
Administrator response: Select another Catalog
Requisition. Then try your request again.
Purchase Requisition to assign the lines. Then try your
request again. Administrator response:
CTGRC6520E Cannot add a line to the Catalog CTGRC6525E The Catalog Purchase Requisition {0}
Purchase Requisition. is CLOSED or CANCELED. Cannot
create Catalog Order.
Explanation: Lines can only be added to a Catalog
Purchase Requisition with a status of {0}. Explanation: The Catalog Purchase Requisition is
CLOSED or CANCELED. No further action can be
System action:
taken against this record.
User response: Choose another Catalog Purchase
System action:
Requisition to add the lines.
User response: Select another Catalog Purchase
Requisition. Then try your request again.
Administrator response: Select another Catalog
CTGRC6521E Cannot distribute cost. Add a line.
Purchase Requisition. Then try your request again.
Then distribute the cost.
Explanation: A line must be defined before you can
CTGRC6527E Cannot close the Catalog Purchase
distribute the cost.
Requisition. Close the Catalog Order {0}.
System action: Then try your request again.
User response: Add a line. Then distribute the cost. Explanation: The Catalog Order {0} associated with
the Catalog Purchase Requisition is still open.
System action:
CTGRC6523E Invalid status change. User response: Close the Catalog Order {0}. Then try
your request again.
Explanation: Cannot change the status to {0}.
System action:
Upgrade messages
Explanation: The "-o" option requires that you specify
CTGRC7702E You must specify an output directory
an output file name.
when -d option is specified!
User response: Specify an output file with the "-o"
Explanation: The "-d" option requires that you specify
option when you run the command.
an output directory for the log files.
User response: Specify an output directory with the
CTGRC7704E Invalid value specified with VALUE_0
"-d" option when you run the command.
option!
Explanation: The -i, -v, and -e options do not require a
CTGRC7703E You must specify an output file when
value, but one has been supplied
-o option is specified!

User response: Remove the value specified after this ITEMNUMSUFFIX property in the
option PMSCContent71To72.properties file
CTGRC7706E -o parameter was specified but no CTGRC7712E validating... Specified catalog VALUE_0
output filename was provided. does not exist in 7.1. Cannot migrate.
Explanation: You specified the "-o" option but did not Explanation: The identified catalog specified for the
specify an output file name. property CATALOGS.TO.MIGRATE.TO.72 in the
PMSCContent71To72.properties file is not configured
User response: Either remove the "-o" option, or
for Service Catalog 7.1
provide an output file name.
User response: Edit the
PMSCContent71To72.properties file, verify and correct
CTGRC7707E -d parameter was specified but no
the identified catlog from the
directory path was provided.
CATALOGS.TO.MIGRATE.TO.72 property, and rerun
Explanation: You specified the "-d" option but did not the command
specify a directory name
User response: Either remove the "-d" option, or CTGRC7713W validating... Catalog VALUE_0 already
provide a directory name. exists in 7.2. Will skip migration.
Explanation: The identified catalog is already
CTGRC7708W validating... Ticket template already configured for Service Catalog 7.2 and cannot be
exists: VALUE_0 Skipping migration of migrated. The script will skip migration of this catalog
this fulfillment option. and continue
Explanation: A fulfillment option defined in Service User response: If the catalog has to be migrated from
Catalog 7.1 is migrated to 7.2 as a ticket template. 7.1, try specifying a different value for the
However, a ticket template of the same name was ITEMNUMSUFFIX property in the
already found to exist in Service Catalog 7.2. Hence, PMSCContent71To72.properties file
migration of the fulfillment option will be skipped.
User response: Note the name of the offering. After CTGRC7715E Error: Property VALUE_0 is not
completion of the migration, access the Offering specified, but it is a required property.
application through the Tivoli Service Request Manager
Explanation: The identified property is a required
console and manually add the desired ticket template
property in the PMSCContent71To72.properties file
to the offering.
User response: Specify a value for the identified
property in the PMSCContent71To72.properties file and
CTGRC7709E validating... Specified offering
rerun the command
VALUE_0 does not exist in 7.1. Cannot
migrate.
CTGRC7720E Error: Properties file
Explanation: The named offering specified for the
PMSCContent71To72.properties not
property OFFERINGS.TO.MIGRATE.TO.72 in the
found
PMSCContent71To72.properties file is not configured
for Service Catalog 7.1 Explanation: The properties file
PMSCContent71To72.properties is required, and could
User response: Edit the
not be found
PMSCContent71To72.properties file, verify and correct
the identified offering from the User response: Recreate a
OFFERINGS.TO.MIGRATE.TO.72 property, and rerun PMSCContent71To72.properties and rerun the
the command command
CTGRC7710W validating... Offering VALUE_0 CTGRC7722E Error: Cannot find VALUE_0

already exists in 7.2. Will skip
Explanation: The properties file
migration.
PMSCContent71To72.properties is required, and could
Explanation: The identified offering is already not be found
configured for Service Catalog 7.2 and cannot be
User response: Recreate a
migrated. The script will skip migration of this offering
PMSCContent71To72.properties and rerun the
and continue
command
User response: If the offering has to be migrated from
7.1, try specifying a different value for the

CTGRC7723E Properties file syntax validation failed. CTGRC7738E Error: Source or Destination columns
Processing Terminated. do not exist: VALUE_0.VALUE_1,
VALUE_2.VALUE_3
Explanation: There are syntax errors in the properties
file and cannot be processed further. Explanation: The specified source or destination
column specified in the PMSCContent71To72.properties
User response: Refer to previous errors and rectify the
file does not exist in the database.
properties file before running the command again.
User response: Replace the invalid source or
destination column with the correct value and run the
CTGRC7724E Validation failed. Processing
command again
Terminated.
Explanation: Pre-migration validation for the specified
CTGRC7739E Error: Invalid attribute Mapping
offerings and catalogs has failed.
specified
User response: Refer to previous errors and address
Explanation: The specified source or destination
them as instructed.
column specified in the PMSCContent71To72.properties
file does not exist in the database.
CTGRC7731W Skipping migration of catalog
User response: Replace the invalid source or
VALUE_0 as it is already migrated to
destination column with the correct value and run the
VALUE_1
command again
Explanation: The 7.1 catalog mentioned appears to
have already been migrated to 7.2 because a 7.2 catalog
CTGRC7741W Skipping catalog-to-offering map for
exists with the same name plus ITEMNUMSUFFIX
VALUE_0,VALUE_1. Catalog VALUE_0
User response: No action is necessary if this 7.1 must be migrated before mapping to
catalog has already been migrated. If there is a naming offering VALUE_1 can be migrated!
conflict between 7.1 and 7.2, adjust the
Explanation: The identified catalog-to-offering map
ITEMNUMSUFFIX so the catalog can be migrated
will not be migrated to 7.2 because the corresponding
catalog does not exist in 7.2
CTGRC7734W No classification on the 7.1 service
User response: No action is necessary if this catalog
definition. Using classification from 7.1
should not be migrated. If you intend to migrate the
offering.
catalog, specify it in the
Explanation: 7.2 offerings require a classification. CATALOGS.TO.MIGRATE.TO.72 property of the
Normally this classification maps from the 7.1 service PMSCContent71To72.properties file.
definition, but this service definition did not have a
classification. Populating the 7.2 offering classification
CTGRC7754E Error: Value specified for column
with the 7.1 offering classification instead.
VALUE_0: VALUE_1 appended with
User response: After migration, verify that the ITEMNUMSUFFIX: VALUE_2 exceeds
classification used for this migrated 7.2 offering is the column length of VALUE_3. Specify a
desired classification shorter ITEMNUMSUFFIX value in
PMSCContent71To72.properties
CTGRC7736W Skipping migration of offering Explanation: To uniquely identify migrated content

VALUE_0 as it is already migrated to from 7.1 to 7.2, the ITEMNUMSUFFIX value is
VALUE_1 appended to the migrated object identifiers. The
resulting value must fit in the specified column.
Explanation: The 7.1 offering mentioned appears to
have already been migrated to 7.2 because a 7.2 User response: Choose a shorter value for the
offering exists with the same name plus ITEMNUMSUFFIX property such that it is less than the
ITEMNUMSUFFIX column length.
User response: No action is necessary if this 7.1

offering has already been migrated. If there is a naming CTGRC7755E Error: Attribute mapping type
conflict between 7.1 and 7.2, adjust the mismatch: Source column VALUE_0 and
ITEMNUMSUFFIX so the offering can be migrated destination column VALUE_1 are of
different data types
Explanation: The source column from the 7.1 table
and destination column from the 7.2 table must be of
the same data type.

User response: You may choose to not migrate the

CTGRC7854E -o parameter was specified but no
data contained in this attribute by removing the
output filename was provided.
mapping specification from the
PMSCContent71To72.properties file. Alternatively, you Explanation: You specified the "-o" option but did not
could change the data type of the destination column specify an output file name.
and rerun the command.
User response: Either remove the "-o" option, or
provide an output file name.
CTGRC7756E Error: Attribute mapping length
mismatch: Source column VALUE_0 and
CTGRC7855E -d parameter was specified but no
destination column VALUE_1 are of
directory path was provided.
different lengths
Explanation: You specified the "-d" option but did not
Explanation: The source column from the 7.1 table
specify a directory name
and destination column from the 7.2 table must be of
the same column length. User response: Either remove the "-d" option, or
provide a directory name.
User response: You may choose to not migrate the
data contained in this attribute by removing the
mapping specification from the CTGRC7856E You must specify one or both of the
PMSCContent71To72.properties file. Alternatively, you commandline params -v and/or -e. Also
could change the column length of the destination see javadocs.
column and rerun the command.
Explanation: Valid inputs are -e, -v, or -v -e
User response:
User response: You must specify atleast one or both of
-v and/or -e
CTGRC7760E Error: missing property VALUE_0
Explanation: The identified property is required and CTGRC7857E Invalid value specified. VALUE_0 is
must be specified in the PMSCContent71To72.properties not a valid option.
file.
Explanation: You have entered an invalid parameter,
User response: Specify a value for the identified valid parameters include: -input -d -o -h -v and -e
property in the PMSCContent71To72.properties file and
rerun the command. User response: Please delete the invalid parameter
and try again.
CTGRC7761W Skipping catalog-to-offering map for

Catalog VALUE_0 and Offering CTGRC7858E Invalid input..
VALUE_1. Mapping already exists! Explanation: You have entered an invalid value.
Explanation: The catalog-to-offering map for the User response: Please delete it and try again.
identified catalog and offering already exists in 7.2.
User response: No action is necessary if the CTGRC7859E Cannot find properties file : VALUE_0
catalog-to-offering map has been correctly migrated for
the identified catalog and offering. Explanation: The properties file is not in the specifiec
directory.
CTGRC7762W Database changes are pending for User response: Check the location you specified in the
table VALUE_0 and attribute VALUE_1. parameters. If none was given check you have not
You must run configdb to commit deleted the default properties file.
previous changes.
Explanation: Changes previously made to the CTGRC7860E The security group VALUE_0 is not
database have not been commited. This could happen if valid. It does not exist in the
you have previously run the Database Configuration MAXGROUP table.
utility or have specified that database table extensions Explanation: You have entered a Security Group that
have to be migrated from 7.1 to 7.2. is not balid because it does not exist in the
User response: Refer to the documentation to run the MAXGROUP table.
configdb utility. After successfully running configdb, User response: Please check the groups specified in
rerun the migration script command. the properties file and try again.

CTGRC7861E Application VALUE_0 is not an out of CTGRC7903E Error: missing <object> tags in
the box Service Catalog 7.1 application VALUE_0
and you therefore cannot use this script
Explanation: The xml file specified with the
to modify or remove access to it.
objectStructure parameter does not contain any object
Explanation: You may only use this script to modify tags.
out of the box Service Catalog 7.1 applications. For a
User response: Specify a valid xml file for the
list of these applications please see the comments in the
objectStructure parameter.
default properties file.
User response: Please check the applications specified
CTGRC7904E Error: malformed group pair VALUE_0
in the properties file and try again.
Explanation: The GROUPS property contains a
security group pair that is not valid.
CTGRC7862E Please specify (REMOVEAPPS and
REMOVEGROUPS) or User response: Specify a valid group pair using the
(READONLYAPPS and format OLDGROUP:NEWGROUP, where OLDGROUP
READONLYGROUPS) or all four is the group configured at installation and
properties.If you wish to perform the NEWGROUP is the new user-defined group.
function to the applications for all users
enter ...GROUPS=ALL in the properties
file. CTGRC7905E Error: missing APPS or GROUPS
properties in VALUE_0
Explanation: You have specified only one of a pair of
properties, please specify both or neither. Explanation: Either the APPS property or the
GROUPS property are not specified in the properties
User response: Check the properties specified in the file.
properties file and try again.
User response: Add the missing property to the
properties file.
CTGRC7863E Only one property of REMOVEAPPS
and REMOVEGROUPS specified. Please
specify both or neither. CTGRC7906E Error: APPS property is empty in
VALUE_0
Explanation: You must specifiy both REMOVEAPPS
and REMOVEGROUPS. Explanation: The APPS property specified in the
properties file does not contain any values.
User response: Check the properties file and either
specify the missing property or delete both. User response: Modify the properties file specifying
one or more values for the APPS property.
CTGRC7864E Only one property of

READONLYAPPS and CTGRC7908E Processing failed with the following
READONLYGROUPS specified. Please exception: VALUE_0
specify both or neither. Explanation: When the script encounters a problem
Explanation: You must specify both READONLYAPPS where processing cannot continue, an exception is
and READONLYGROUPS. throw. This message prints the stack trace for the
exception.
User response: Check the properties file and either
specify the missing property or delete both. User response: Correct the problem identified in this
message and rerun the script.
CTGRC7902E Error: unsupported database VALUE_0

Explanation: This script can only connnect to one of
the following supported database products: DB2,
ORACLE and SQL SERVER.
User response: Modify the configuration data in the
maximo.properties file to reference a supported
database product.

CTGRD00000E • CTGRD00007E
Common messages
CTGRD00000E The Process Manager application is CTGRD00005E A solution must be specified in order
not installed. to mark the problem as a known error.
Explanation: The Process Manager application is not Explanation: Before you can select the Is Known Error
installed. check box, you must add a solution (including text in
the Resolution field) to this problem record.
System action:
System action:
User response: Install the Process Manager application
User response: Use the Solution Details tab of this
Administrator response: Install the Process Manager
problem record to add a solution. Include text
application.
describing the solution details in the Resolution field.
Administrator response: Use the Solution Details tab
CTGRD00001E The {0}/impact/urgency combination
of this problem record to add a solution. Include text
you selected already exists.
describing the solution details in the Resolution field.
Explanation: Another row in the priority matrix
contains the same Type, Impact, and Urgency values
CTGRD00006E This Impact value for the {0} ticket
that you entered.
type was not found in the priority
System action: matrix.
User response: Delete the new row or change the Explanation: The priority matrix specifies internal
values to a combination that does not already exist in priorities for given combinations of ticket type, impact,
the priority matrix. and urgency. The ticket type can be Service Request,
Incident, or Problem. When you enter values in the
Administrator response: Delete the new row or Impact and Urgency fields on the ticket record, the
change the values to a combination that does not Internal Priority field is automatically filled based on
already exist in the priority matrix. existing values in the priority matrix. The impact you
specified does not currently exist for this ticket type in
CTGRD00002E The Classification you entered is not the priority matrix table.
valid/ System action:
Explanation: The Classification value you entered User response: Go to the Priority Matrix application
does not exist in the Classification set. and add or edit a row in the priority matrix to include
System action: the impact value that you want to specify in the ticket
record.
User response: Enter a different classification value or
select a value from the Select Value dialog box. Administrator response:
CTGRD00007E This Urgency value for the {0} ticket
type was not found in the priority
CTGRD00003E Cannot perform meter-related actions matrix.
for asset {0} because there are no meters
associated with the asset. Use the Assets Explanation: The priority matrix specifies internal
application to associate a meter with priorities for given combinations of ticket type, impact,
this asset. and urgency. The ticket type can be Service Request,
Incident, or Problem. When you enter values in the
Explanation: You must associate a meter with an asset Impact and Urgency fields on the ticket record, the
before you can enter a meter reading or perform other Internal Priority field is automatically filled based on
meter-related actions for the asset. . existing values in the priority matrix. The urgency you
System action: specified does not currently exist for this ticket type in
the priority matrix table.
User response: Use the Assets application (in the
Assets module) to associate a meter with the asset. System action:
Administrator response: Use the Assets application User response: Go to the Priority Matrix application
(in the Assets module) to associate a meter with the and add or edit a row in the priority matrix to include
asset. the urgency value that you want to specify in the ticket
record.

CTGRD00008E This combination of Urgency and CTGRD00015E The value for the report start date is
Impact values for the {0} ticket type was not valid.
not found in the Priority Matrix.
Explanation: The maxvar value for the report start
Explanation: The priority matrix specifies internal date is not valid.
priorities for given combinations of ticket type, impact,
System action:
and urgency. The ticket type can be Service Request,
Incident, or Problem. When you enter values in the User response:
Impact and Urgency fields on the ticket record, the
Internal Priority field is automatically filled based on Administrator response: The maxvar value for the
existing values in the priority matrix. The impact and report start date is not valid.
urgency combination you specified does not currently
exist for this ticket type in the priority matrix table. CTGRD00016E The work order is not valid.
System action: Explanation: The work order record cannot be found.
User response: Go to the Priority Matrix application System action:
and add or edit a row in the priority matrix to include
the impact and urgency combination that you want to User response: Specify a work order record that exists
specify in the ticket record. in the database.
Administrator response: Administrator response: Specify a work order record

that exists in the database.
CTGRD00010E Could not change {2} {0} status to {1}.

CTGRD00017E A change date must be provided.
Explanation: An attempt to change the status was
unsuccessful. Explanation: The change date was not specified in the
form.
System action:
System action:
User response: No response is required.
User response: Select a valid change date from the
Administrator response: No response is required. form.
Administrator response: Select a valid change date
CTGRD00011E Both start and end dates must be from the form.
provided to report downtime.
Explanation: You did not enter both a start date and CTGRD00018E {0} {1} is not a valid calendar.
an end date. Reported downtime is calculated from the
difference between the start and end dates. Explanation: The date specified from the calendar
might be out of range and therefore not valid.
System action:
System action:
User response: Enter both a start and end date and
make sure that the start date occurs before the end User response: Specify a new calendar date that is in
date. a valid range.
Administrator response: Enter both a start and end Administrator response: Specify a new calendar date
date and make sure that the start date occurs before the that is in a valid range.
end date.
CTGRD00019E Cannot perform meter-related actions
CTGRD00014E The end date must be later than the for asset {0} because there are no active
start date for the asset downtime period meters associated with this asset.
being reported. Explanation: You must associate a meter with an asset
Explanation: The specified end date is earlier than the before you can enter a meter reading or perform other
specified start date. meter-related actions for the asset.
User response: Enter a date range in which the start User response: Use the Assets application in the
date is earlier than the end date. Assets module to associate a meter with the asset.
Administrator response: Enter a date range in which Administrator response: Use the Assets application in
the start date is earlier than the end date. the Assets module to associate a meter with the asset.

downtime, an asset must be specified on the work

CTGRD00020E An asset or location must be defined.
order record.
Explanation: The system checks whether there is an
System action:
asset or location for this ticket, and whether the asset
or location is associated with an active meter. User response: Specify an asset on this work order
record.
System action:
User response: Define an asset or location for this
ticket.
CTGRD00025W An SLA has already been applied to
Administrator response: Define an asset or location
this {0}. Reapplying an SLA will
for this ticket.
potentially recalculate and override
existing target dates on the {1}. Do you
CTGRD00021E The asset and location do not have wish to continue?
any active meters associated with them.
Explanation: This message is for information only.
Explanation: The asset and location do not have any
System action:
active meters associated with them.
User response: No response is required.
System action:
Administrator response: No response is required.
User response: Use the Assets and Locations
applications in the Assets module to associate meters
with this asset and location. CTGRD00026E An error occurred when setting a
value in the To: field.
Administrator response: Use the Assets and Locations
applications in the Assets module to associate meters Explanation: When you create a communication for
with this asset and location. the Reported By or Affected Person user, the To: field is
automatically populated with the e-mail address of that
user. This error occurs if there was a problem with
CTGRD00022E The asset does not have any active
setting the value in this field.
meters associated with it.
System action:
Explanation: The asset does not have any active
meters associated with it. User response: Manually enter a valid value in the To:
field of the message.
System action:
Administrator response: Manually enter a valid value
User response: Use the Assets application in the
in the To: field of the message.
Assets module to associate a meter with this asset.
Administrator response: Use the Assets application in
CTGRD00027E Downtime reporting requires an
the Assets module to associate a meter with this asset.
asset. This ticket does not have an asset.
Explanation: Downtime is the time period during
CTGRD00023E The location does not have any active
which an asset is not available. Before you can report
downtime, an asset must be specified on the ticket
Explanation: The location does not have any active record.
System action:
System action:
User response: Specify an asset on this ticket record.
User response: Use the Locations application in the
Assets module to associate a meter with this location.
Administrator response: Use the Locations application
CTGRD00028E The reported downtime cannot be
in the Assets module to associate a meter with this
greater than the time between the start
location.
and end dates.
Explanation: The reported downtime cannot be
CTGRD00024E Downtime reporting requires an
greater than the time between the start and end dates.
asset. This work order does not have an
asset. System action:
Explanation: Downtime is the time period during User response: Enter a downtime value that is less
which an asset is not available. Before you can report than or equal to the difference between the start and
end dates.

CTGRD00029E • CTGRD00039W
CTGRD00034E The Change Management component
of CCMDB is not installed.
CTGRD00029E An Asset Status record can only be
Explanation: You are attempting to use a function that
added through an owning Asset object.
requires the Change Management component of the
Explanation: An Asset Status record can only be IBM Tivoli Configuration and Change Management
added through an owning Asset object. Database (CCMDB) product. The Change Management
component is not installed.
System action:
System action:
User response: Add an Asset object before setting the
asset status. User response:
Administrator response: Administrator response: Install the IBM Tivoli

Configuration and Change Management product.
CTGRD00030E The entered date range cannot
overlap the dates on other downtime CTGRD00035E Service Catalog is not installed.
history records.
Explanation: You are attempting to use a function that
Explanation: The date range you entered overlaps a requires the Service Catalog component of the IBM
date range that was specified on another downtime Tivoli Service Request Manager product. The Service
history record for this asset. Catalog component is not installed.
User response: Enter a date range that does not User response:
overlap the dates on existing downtime history records
Administrator response: Install the Service Catalog
for this asset.
component.
Administrator response: Enter a date range that does
not overlap the dates on existing downtime history
CTGRD00036E The ticket has already been resolved
records for this asset.
or closed.
Explanation: The status for this ticket is either
CTGRD00031E A network error has
RESOLVED or CLOSED. You cannot apply a ticket
occurred.\nContact your network
template to a ticket in RESOLVED or CLOSED status.
administrator for assistance.
System action:
Explanation: A network error has occurred.
User response: Change the status of the ticket to a
System action:
status other than RESOLVED or CLOSED.
User response: Contact your network administrator
for assistance.
CTGRD00038E Asset has an invalid new date.
Explanation: Modify the record that exists for the
CTGRD00032E Specify a class.
owning Asset object.
Explanation: You did not specify a class.
System action:
System action:
User response:
User response: Specify a class.
Administrator response: The record that exists for the
Administrator response: owming Asset object is invalid.
CTGRD00033E The value is not valid. Specify a CTGRD00039W The downtime report report split an
valid value for the class field. existing downtime report cycle.
Explanation: The value entered in the class field is not Explanation: The downtime report split an
valid. already-existing downtime report cycle.
User response: Specify a valid value. User response: The downtime report split an
already-existing downtime report cycle. No response is
Administrator response: required.

Administrator response: phone number only include these characters: Only the
characters 0123456789()-#+
CTGRD00040E Invalid start and end dates. Administrator response:
Explanation: The start and end dates of the new
downtime report span multiple reports that have CTGRD0049E Enter Classification in order to mark
already completed. the problem as a known error.
System action: Explanation: Before you can select the Is Known Error
check box, you must classify this problem record.
User response: Change the start and end dates.
System action:
User response: Before you can select the Is Known
Error check box, you must classify this problem record.
CTGRD00041E The downtime start date has already
been reported. Administrator response: Before you can select the Is
Known Error check box, you must classify this problem
Explanation: The downtime start date has already
record.
been reported.
System action:
CTGRD0050E This ticket cannot be deleted because
User response: The downtime start date has already there are communication log entries
been reported. associated with it.
Administrator response: Explanation: This ticket cannot be deleted because

there are communication log entries associated with it.
CTGRD00043E The ticket must be saved before System action:

launching Remote Diagnostics.
User response: Tickets with communication log entries
Explanation: The application cannot associate the cannot be deleted. No response is required
remote diagnostics history with a ticket which does not
yet exist in the database.
System action:
User response: Save the ticket, then launch Remote it has led to the creation of another
Diagnostics record, and that linkage cannot be
deleted.
Explanation: This ticket cannot be deleted because it
has led to the creation of another record, and that
CTGRD0044E Invalid phone number length linkage cannot be deleted.
specified.
System action:
Explanation: The phone number length(s) are not
equal to the lengths specified in the system property User response: The ticket cannot be deleted because it
PMSDPHONELENGTH. has led to the creation of another record, and that
linkage cannot be deleted. No reponse is required.
System action:
User response: Check the phone number length(s)
specified in the system property
PMSDPHONELENGTH, and ensure this number CTGRD0052E This ticket cannot be deleted because
conforms to those lengths. it has related tickets, or is listed as a
related ticket on another record.
has related tickets, or is listed as a related ticket on
CTGRD0045E Invalid phone number content another record.
specified.
System action:
Explanation: The phone number contained invalid
characters. Only the characters 0123456789()-#+ can be User response: Go to the Related Records tab and
used in a phone number remove any related records for this ticket.
System action: Administrator response:
User response: Ensure the characters used in the

CTGRD0053E This ticket cannot be deleted because CTGRD0057E This ticket cannot be deleted because
there are work log entries associated actual labor transactions have occurred
with it. for the ticket.
Explanation: This ticket cannot be deleted because Explanation: This ticket cannot be deleted because
there are work log entries associated with it. actual labor transactions have occurred for the ticket.
User response: Use the Modify/Delete Work Log User response: Tickets with labor transactions cannot
action to remove work log entries, then retry the Delete be deleted. No response is required.
action.
CTGRD0060E {1} cannot change status to Approved
CTGRD0054E This ticket cannot be deleted because by Line Manager.
it is no longer in a status of New or
Explanation: The change to this status can not occur
Queued. The ticket can be closed via the
at this time.
Change Status action.
System action:
is no longer in a status of New or Queued. The ticket User response: Select another status to change.
can be closed via the Change Status action.
Administrator response: The change to this status can
System action: not occur at this time.
User response: Only tickets in the New or Queued
state can be deleted. If the ticket is in the Closed state, CTGRD0061E {1} cannot change status to Approved
it cannot be deleted. If it is in a state other than Closed, by Fulfillment Manager.
you can change it to the Queued state and delete it.
Administrator response: at this time.
System action:
it has child activities. The child User response: Select another status to change.
activities must be removed before this Administrator response: The change to this status can
parent ticket can be deleted. not occur at this time.
has child activities. The child activities must be CTGRD0062E {1} cannot change status to Approved.
removed before this parent ticket can be deleted.
System action: at this time.
User response: Delete the child activities for the ticket System action:
from the Activities tab, the retry the Delete action.
User response: Select another status to change.
Administrator response: The change to this status can
not occur at this time.
it is a global ticket and referenced by
other records. CTGRD0063E An activity must be selected to
perform this action.
is a global ticket and referenced by other records. Explanation: The action requires an activity to be
selected.
System action:
System action:
User response: You can remove the relationships to
other records, then deselect the Global checkbox if you User response: Select an activity.
still wish to delete this ticket. Administrator response:

CTGRD0064E The ticket template has an activity. CTGRD0068E {0} has been deleted from your
Please ask an administrator to add a Frequent requests.
default insert site before applying the
Explanation: This message is displayed in quick insert
ticket template.
dialog of srmssctr when the user deletes their favorite
Explanation: The ticket template has an activity. The for frequent request uses.
default insert site is required.
System action:
System action:
User response: Click OK and continue shopping.
User response: Ask an administrator to add the
default insert site for the login user.
Administrator response: Add a default insert site for
the user.
CTGRD0065E A not valid Event Value was received

from the UI client. A positive integer
which uniquely identifies the request is
expected. Event type={0}, Event
Value={1}. Please contact your system
administrator.
Explanation: The event value set in the http response
sent from the browser is not valid. A positive integer
which uniquely identifies the request is expected.
System action:
User response:
Administrator response: Checking if it is possible the
network problem that the http response is truncated or
the client UI code is not working as expected.
CTGRD0066E Presentation dialog, {0} to be launched

is not found in the system. Please
contact your system administrator.
Explanation: The dialog is not defined in the system.
System action:
User response:
Administrator response: Add the specific dialog to
SRM Self Service Application.
CTGRD0067E
Explanation: The Is Known Error option is currently
selected. You cannot delete the cause or resolution of
the solution when this option is set.
System action:
User response:
Administrator response: Clear the Is Known Error
check box on the main tab, then delete the cause or
resolution of the solution.

Service Request messages

Explanation: This ticket status cannot be changed
CTGRD30000E The Service Requests application is
because an active approval workflow assignment
not installed.
record exists.
Explanation:
System action:
System action:
User response: Accept or reject the workflow
User response: assignment, then retry the operation.
Administrator response: Administrator response: You can manage active tasks
for Workflows in the Workflow Administration
application
CTGRD3001E This ticket status cannot be changed
because an active approval workflow
assignment record exists. The ticket
status can be changed by accepting or
rejecting the workflow assignment
record.
Solution messages
delete the keyword from the database.
CTGRD40000E The expiration date must be later
than the current date. Administrator response: Decide whether or not you
want to delete the keyword from the database.
Explanation: On the solution record, you entered a
date in the Expiration Date field that is earlier than the
current date. CTGRD40003E Cannot change the status of Solution
{0} to {1}.
System action:
Explanation: You attempted to change the status of
User response: Change the expiration date to a date
the solution to the same status that it already has.
that is later than the current date.
System action:
Administrator response: Change the expiration date
to a date that is later than the current date. User response: Change the status of the solution to a
status that is different from the existing status.
CTGRD40001E Enter both a user ranking and user Administrator response: Change the status of the
comments. solution to a status that is different from the existing
status.
Explanation: You entered either a user ranking or user
comments.
CTGRD4004E Please save the solution before
System action:
providing the ranking and comments.
User response: Enter both a user ranking and user
Explanation: Please save the solution before providing
comments before you save your changes.
the ranking and comments.
Administrator response: Enter both a user ranking
System action:
and user comments before you save your changes.
User response: Please save the solution before
providing the ranking and comments.
CTGRD40002W This keyword is associated with one
or more solution records. Are you sure Administrator response: Please save the solution
you want to delete it? before providing the ranking and comments.
Explanation: The keyword that you want to delete
from the keywords database is associated with one or CTGRD4005E Solution must be in Active status to
more solution records. Users can use keywords to relate solutions.
search for solutions. If you delete the keyword from the
database, users will no longer be able to use this Explanation: Solution must be in Active status to
keyword to search for solutions. relate solutions.
User response: Decide whether or not you want to User response: Solution must be in Active status to
relate solutions.

Administrator response: Solution must be in Active

CTGRD4007E Keywords must contain one or more
status to relate solutions.
characters.
Explanation: Keywords must contain one or more
CTGRD4006E Keywords already exist.
characters.
Explanation: Entered Keywords already exist.
System action:
System action:
User response: Enter a keyword that contains one or
User response: Entered Keywords already exist. more characters.
Administrator response: Entered Keywords already Administrator response:

exist.
Search messages
Administrator response: Please check the list of
CTGRD60000E Please select at least one record type
LanguageWare supported languages.
(class) to search.
Explanation: You did not select any of the check boxes
CTGRD6005E Search Index data not available or
for record types (for example, Incident).
corrupt. Please re-run PmObjSearchCron
System action: Cron Task.
User response: Select the check boxes for one or more Explanation: Search Index data not available or
record types or select the Classes Check All check box corrupt. Please re-run PmObjSearchCron Cron Task.
to select all record types.
System action:
User response: Search Index data not available or
corrupt. Please re-run PmObjSearchCron Cron Task.
CTGRD60001E Select at least one attribute for the
Administrator response: Search Index data not
search.
available or corrupt. Please re-run PmObjSearchCron
Explanation: You did not select any of the check boxes Cron Task.
for attributes (for example, Description/Summary).
System action: CTGRD6006E Please Select Object from Drop down
List.
User response: Select the check boxes for one or more
attributes or select the Attributes Check All check box Explanation: Select Object from drop down list before
to select all attributes. click on refresh button to get Attributes.
Administrator response: System action:
User response: Select Object from drop down list
CTGRD60002E You must enter a search string. before click on refresh button to get Attributes.
Explanation: You did not enter any text in the Search Administrator response: Select Object from drop
String field. down list before click on refresh button to get
Attributes.
System action:
User response: Enter the text that you want to find in
CTGRD6007E There are no Attributes selected to
the Search String field.
include in search, Please Select
Administrator response: Enter the text that you want Attributes.
to find in the Search String field.
Explanation: Please Select Attributes. if Attributes
table is empty then select Object from drop down list
CTGRD60004E This Language is Invalid.Please and refresh Attributes and select desired attributes.
check the list of supported languages.
System action:
Explanation: This Language is Invalid.Please check
User response: Please Select Attributes. if Attributes
the list of LanguageWare supported languages.
table is empty then select Object from drop down list
System action: and refresh Attributes and select desired attributes.
User response: Please check the list of LanguageWare Administrator response: Please Select Attributes. if
supported languages. Attributes table is empty then select Object from drop

down list and refresh Attributes and select desired System action:
attributes.
User response: Search Index data not available or
corrupt. Please re-run the PmObjSearchCron Cron Task.
CTGRD6008E The Language is Invalid. Please check
Administrator response: Re-run the PmObjSearchCron
the list of supported languages.
Cron Task. If the problem persists, you may need to
Explanation: This Language is Invalid. Please check reset the directory that contains the index information.
the list of LanguageWare supported languages. Contact your Service Provider for assistance
System action:
CTGRD6010E Search Index data is being updated.
User response: Please check the list of LanguageWare
Please try again in a few minutes.
supported languages.
Explanation: Search Index data are being updated.
Administrator response: Please check the list of
Please try again in a few minutes.
LanguageWare supported languages.
System action:
CTGRD6009E The index data used for auto User response: Search Index data are being updated.
classification is not available or corrupt. Please try again in a few minutes.
Explanation: Auto classification relies on the index Administrator response: Search Index data are being
data created in the PmObjSearchCron task. This cron updated. Please try again in a few minutes.
task has either not been run yet, or the data is corrupt.
Please re-run PmObjSearchCron the Cron Task.
Survey messages
CTGRD7001E This question is being used by the
Survey : {0}. Remove the question from
the Survey to change Archive status. CTGRD7004E Assign at least one question for this
Survey
Explanation: Survey Questions can be changed to
Archive Status only if the questions are not assigned to Explanation: A survey should have at least one
any Surveys question assigned
User response: The Question is used by the Survey User response: A survey should have at least one
and remove the question from that Survey to change question assigned
Question status to Archive
CTGRD7005E Maximum twenty(20) questions can be

CTGRD7002E Cannot assign answers to freeform assigned to a Survey
type questions.
Explanation: Twenty(20) questions can be assigned to
Explanation: Cannot assign answers to freeform type a Survey at the time
questions
System action:
System action:
User response: Twenty(20) questions can be assigned
User response: Cannot assign answers to freeform to a Survey at the time
type questions
CTGRD7006E Answers cannot be added to an active
CTGRD7003E Assign at least one answer for {0} type question that is used by a Survey.
question Remove the question from the Survey
before adding answers.
Explanation: {0} type questions should have at least
one answer assigned Explanation: Answers cannot be added to an active
question that is used by a Survey.
System action:
System action:
User response: {0} type questions should have at least
one answer assigned

CTGRD7007E • CTGRD7015W
User response: Remove the question from the Survey Administrator response:
before adding answers.
Administrator response: CTGRD7012E Questions can be added or deleted
ONLY in Draft status. Question cannot
be deleted from the Survey that is in
CTGRD7007E Answers cannot be deleted from an
Active or Closed staus.
active question that is used by a Survey.
Remove the question from the Survey Explanation: Questions can be added or deleted
before deleting answers. ONLY in Draft status.
Explanation: Answers cannot be deleted from an System action:
active question that is used by a Survey.
User response: Question cannot be deleted from the
System action: Survey that is in Active or Closed staus.
User response: Remove the question from the Survey Administrator response:
before deleting answers.
Administrator response: CTGRD7013E Questions can be added or deleted
ONLY in Draft status. Question cannot
be added to a Survey that is in Active or
CTGRD7008E Question cannot be deleted in Active
Closed staus.
status. Change status to Archive before
deleting the question. Explanation: Questions can be added or deleted
ONLY in Draft status.
Explanation: Question cannot be deleted in Active
status. System action:
System action: User response: Question cannot be added to a Survey
that is in Active or Closed staus.
User response: Change status to Archive before
deleting the question. Administrator response:
CTGRD7014W Once you have changed the status to
Active, you will not be able to revert the
CTGRD7009E Closed {1} cannot change status back
status to Draft and add questions or
to Draft.
modify the survey. Are you sure you
Explanation: Closed {1} cannot change status back to want to change the survey status to
Draft. Active?
System action: Explanation: Once you have changed the status to

Active, you will not be able to revert the status to Draft
User response: Closed {1} cannot change status back and add questions or modify the survey.
to Draft.
System action:
User response: If you would like to continue to make
changes to the survey, do not change the status to
CTGRD7010E Closed {1} cannot change status back Active.
to Active.
Explanation: Closed {1} cannot change status back to
Active.
CTGRD7015W Once you have changed the status to
System action: Close, you cannot change status the
User response: Closed {1} cannot change status back back to Active and the user cannot fill
to Active. and submit the survey (the Survey URL
will not work). Are you sure you want
Administrator response: to change the survey status to Close?
Explanation: Once the status of the survey is changed
CTGRD7011W {0} already has a status {1}. to Close, the Survey URL will be invalid, and users will
Explanation: {0} already has a status {1}. not be able to respond to the survey.
User response: {0} already has a status {1}. User response: Ensure that you do not want to receive

further survey responses before changing the status of

CTGRD7020E A response cannot be submitted for
the survey to Close.
this survey because the survey status is
Administrator response: Closed.
Explanation: The survey status is now Closed. Survey
CTGRD7016E A survey can only be deleted in Draft responses cannot be submitted in Closed status.
status and cannot be deleted in Active
System action:
or Closed status.
User response: The survey status is now Closed.
Explanation: A survey can only be deleted in Draft
Survey response can not be submitted in Closed status.
status.
No response is required.
System action:
User response: A survey cannot be deleted once the
status is changed to Active or Closed. No response is
CTGRD7021E The value for order: {0} is invalid.
required.
Enter a positive number in the Order
Administrator response: field.
Explanation: The value for order must be a positive
CTGRD7017E A survey can ONLY be sent and integer.
answered in Active status. A survey
System action:
cannot be sent and answered in Draft or
Closed staus. User response: Change the order field to a positive
value
Explanation: A survey can ONLY be sent and
answered in Active status, change Survey status to Administrator response:
Active
System action: CTGRD7022E An Escalation: {0} has been created for
the Survey. Click the 'Go To Escalations'
User response: Change the status of the survey to
menu option next to the 'Escalation'
Active, then retry the operation.
field to define the detail of the
Administrator response: Escalation for the Survey.
Explanation: An Escalation id: {0} has been created for
CTGRD7018E A survey escalation can only be added the Survey. Click the 'Go To Escalations' menu option
in Draft or Active status and cannot be next to the 'Escalation' field to define the detail of the
added in Closed status. Escalation for the Survey.
Explanation: A survey escalation can only be added in System action:

Draft or Active status.
User response: An Escalation id: {0} has been created
System action: for the Survey. Click the 'Go To Escalations' menu
option next to the 'Escalation' field to define the detail
User response: A survey escalation cannot be added of the Escalation for the Survey.
in Closed status.
CTGRD7019E A survey escalation can be deleted

only in Draft or Active status. Survey
escalation cannot be deleted from the
Survey that is in Closed staus.
Explanation: A survey escalation can be deleted only
in Draft or Active status.
System action:
User response: A survey escalation cannot be deleted
from the Survey that is in Closed status.

RBA0300E • RBA0307E
Advanced Workflow Components Messages

This section provides information for messages that you see while using the
Advanced Workflow Components.
Object value is used to verify that values specified in
RBA0300E The action parameter "{0}" does not exist
the parameter Relationship field are valid.
for the action "{1}".
User response:
Explanation: The name of the parameter specified via
the convenience routine does not exist for the action. Administrator response: Specify a value in the Action
Object field.
User response:
Administrator response: Check the script or custom
RBA0305E The relationship "{0}" in "{2}" for the
class and make sure that the parameter name passed to
parameter "{1}" is not valid.
the RBAUtils method is defined in the metadata of the
script or custom class. Explanation: Make sure the value specified in the
relationship field is valid. This error occurs because at
least one component in the relationship is not valid. For
RBA0301E The relationship "{0}" does not exist for
example, if the relationship specified is
the current object "{1}".
INCIDENT.WORKORDERSPEC, the validation will fail
Explanation: The value specified in the relationship because no relationship called WORKORDERSPEC
field is not valid for the base object specified in the exists for the INCIDENT object.
Object field for the action. For example, if the value
User response:
displayed in the Object field for the Action is
INCIDENT, and in the Input Parameters table the Administrator response: Specify a valid relationship.
Relationship is JOBPLAN, then the system will not be
able to determine the attribute value, since there is no
relationship in Maximo where the parent is INCIDENT RBA0306E The attribute "{0}" defined in parameter
and the child is JOBPLAN. "{1}" does not exist for the object "{2}".
User response: Explanation: Make sure that the attribute name

specified in the attribute field in the table is valid for
Administrator response: Specify a value in the the relationship value specified in the relationship field.
Relationship field that is valid for the base object For example, if the attribute specified is OWNER, and
specified in the Object field for the action. the relationship specified is JOBPLAN.JOBTASK, then
the OWNER attribute would have to be valid for the
object accessed via the relationship (JOBTASK).
RBA0302E No value is found because the
relationship "{0}" returns an empty set. User response: Use the 'Select Value' icon next to the
'Attribute' field to select the attribute.
Explanation: The relationship specified for the Input
or Output parameter is valid. However, at runtime no Administrator response: Specify a valid value in the
objects were found that satisfy the relationship. For Attribute field.
example, assume the Action has its Object field set to
WORKORDER, and an Input parameter with the
relationship JOBPLAN. If no Job Plan has been RBA0307E In the metadata for script or custom
associated with the Work Order, then at runtime no class {0}, parameter "{1}" has the Type
attribute values can be retrieved from a JOBPLAN "{2}" specified. This requires that the
object. AttributeType attribute be set.
User response: Explanation: If the value of the 'Type' attribute

specified in the script or custom class metadata is
Administrator response: Before using scripts or 'Attribute' or 'AttributeArray', the 'AttributeType'
custom Java actions to retrieve or set MBO data using attribute must be set. AttributeType is the Maximo data
Input or Output parameters, verify that the Action type for the attribute, and must be a value from the
objects have the correct artifacts associated. MAXTYPE domain. Examples are ALN, INTEGER,
UPPER, LOWER, FLOAT.
RBA0303E Object field is required for actions User response:
containing parameter mappings.
Administrator response: Specify the expected
Explanation: If the Action contains Input or Output AttributeType in the script or custom class metadata.
parameters on the Parameter Mappings tab, then a
value must be specified in the Action Object field. The

RBA0308E • RBA0315W
changes reflected in the Action parameters table. Save

RBA0308E For the parameter "{0}", the MBO Type
the Action to save the changes.
"{1}" specified in the metadata does not
match the MBO Type "{2}" accessed
using the parameter relationship. RBA0311E For the parameter "{0}", the data type
specified in the metadata is "{3}".
Explanation: If the MBOType is specified in the script
However, it does not match the data
or custom class metadata, make sure the value
type "{1}" for the attribute "{2}".
specified in the relationship field points to an object
that matches the MBOType. For example, if the Explanation: In the metadata for the script or custom
MBOType specified in the script or custom class Java class associated with the Action, the AttributeType
metadata is WORKORDER, and the relationship specifies what the Maximo Type (MAXTYPE) of the
specified for the parameter is CI.CISPEC, then the attribute should be. Examples of MAXTYPE are ALN,
object accessed via the relationship (CISPEC) will not INTEGER, FLOAT, UPPER, LOWER. The MAXTYPE of
match the MBOType. If no value is specified in the the attribute specified in the Input or Output parameter
Relationship field, then the MBOType from the table must correspond to what is specified for the
metadata should match the value in the Action Object parameter in the metadata.
field.
User response:
User response: If the MBOType in the metadata is
CISPEC, the relationship should be CI.CISPEC for Administrator response: Specify an attribute in the
WORKORDER. parameter table whose MAXTYPE matches the
AttributeType in the metadata for the parameter.
Administrator response: Specify a value in the
relationship field that corresponds to the MBOType
specified in the script or custom class metadata. RBA0313E Parse exception: {0}
Explanation: A parse error occurred when validating
RBA0309W This action has updated parameters the metadata XML in the script or custom Java class.
available in the metadata. You may use User response: Refer to the Workflow guide for the
the 'Synchronize Parameters' action to metadata format.
synchronize the Parameter Mappings.
Administrator response: Make sure the metadata
Explanation: One or more parameters in the script or XML adheres to the format defined in the schema file
in the custom Java class metadata have been updated. metadata.xsd.
Use the 'Synchronize Parameters' action to update the
Parameter Mappings in the action.
RBA0314E The script cannot be deleted because it
User response: is referenced by one or more actions. An
Administrator response: Run the "Synchronize action of type Custom Script references
Parameters" action and verify the changes to the this script in its value field. Remove the
metadata in the dialog. Click OK. value or delete the action before
deleting this script.
RBA0310W The metadata has been updated in the Explanation: The script cannot be deleted because it is
custom script or in the custom Java referenced by one or more actions. An action of type
class. Actions associated with this script Custom Script references the script in its value field.
should be synchronized with the new User response: The 'Actions' tab displays the list of
metadata. You can go to the Actions tab actions that are using the script.
and update each action that is not
synchronized. Administrator response: For any Action that uses this
script, remove the script name from the Action Value
Explanation: This script contains metadata defining field or delete the action. Then delete the script.
Input and Output parameters. The parameter
definitions in the metadata have been modified, and
any Actions associated with the script need to be RBA0315W No attributes available. The relationship
synchronized with the metadata changes. {0} may not be valid for the object type
{1} specified in the object field.
User response:
Explanation: If no attributes are available to select
Administrator response: To see Actions associated from the dialog, the value specified in the relationship
with the script, go to the Actions tab of the script field may not be valid for the object type specified in
application. From the Action application menu, select the Object field for the action. Make sure that the
'Synchronize Parameters'. A dialog appears that relationship specified is valid for the object. For
displays which parameters have been added, deleted, example, the relationship WORKORDERSPEC would
or modified. Click OK in the dialog to have the

RBA0316E • RBA0332E
not be valid for an object INCIDENT

RBA0321W Launch-on-demand is already disabled
User response: for this process.
Administrator response: Make sure the value Explanation: Launch-on-demand is already cleared for
specified in the Relationship field is valid for the object this process and cannot be launched from the launcher
type specified in the Action Object field. application.
User response:
RBA0316E An attempt was made to execute an
Administrator response: No action is taken since
action containing parameter mappings
launch-on-demand is already disabled for this process.
that are not synchronized with the
parameter definitions in the metadata.
Synchronize the parameter mappings RBA0323W Go-to-instance is already enabled for the
using the 'Synchronize Parameters' process.
action in the Action application.
Explanation: This process is already set to switch to
Explanation: Check the Synchronized field of the the object instance during launch-on-demand.
Action to make sure the parameter mappings are
User response:
synchronized. To synchronize the parameter mappings,
select the 'Synchronize Parameters' action from the Administrator response: No action is taken since the
Action application. process is already set to switch to the object instance
during launch-on-demand.
User response:
Administrator response: Synchronize the Action with
RBA0324E This process is not enabled for
the parameter definitions using the 'Synchronize
launch-on-demand and cannot be set to
Parameters' action in the Action application.
Go-to-instance.
Explanation: Launch-on-demand is not enabled for
RBA0317E The communication between the server
this process and cannot be set to switch to the object
and client machine failed to return the
instance during launch-on-demand.
data for the selected process.
User response:
Explanation: The system is unable to send the nodes
and actions associated with the process to the applet on Administrator response: Enable launch-on-demand
the client machine. first by choosing "Enable Process for
Launch-on-demand" from the Select Action menu.
User response:
Administrator response: Check that communications
RBA0326W Go-to-instance is already disabled for
with the client machine are working properly.
this process.
Explanation: This process is already set not to switch
RBA0318W Launch-on-demand is already enabled
to the object instance during launch-on-demand.
for this process.
User response:
Explanation: This process is already enabled to
launch-on-demand. Administrator response: No action is taken since
Go-to-instance is already cleared for the process
User response:
Administrator response: No action is taken since
RBA0332E The input parameter "{0}" specifies a
launch-on-demand is already enabled for this process.
method Type of "{1}", but a call was
made to retrieve the {2}.
RBA0319E This process is not active and cannot be
Explanation: For input parameters, in order to obtain
set to launch-on-demand.
an array of values using a parameter, the method Type
Explanation: Launch-on-demand can only be enabled must be AttributeArray. To obtain an MBO set, the
for an active process. method Type must be MBOSet. The Type value is set in
the script or custom class metadata.
User response:
User response:
Administrator response: Activate the process first by
selecting the action "Activate Process". Administrator response: In the script or custom class
metadata, set the Type attribute to the appropriate
value. Valid values are Attribute, AttributeArray,
MBOSet.

RBA0333E • RBA0406W
RBA0333E Go-to-instance cannot be set for this RBA0406W Are you sure you want to launch this
process as there are no applications workflow?
directly supporting {0} MBOs.
Explanation: If you launch the workflow, you can
Explanation: This process cannot be set to switch to continue routing the workflow by clicking on "View
the object instance during launch-on-demand as there Workflow Instances" under the Select Action menu,
are no applications supporting the MBO object. then go to the workflow instance and click on the link
to the Object ID.
User response:
User response: You can continue routing the
workflow by clicking on "View Workflow Instances"
under the Select Action menu, then go to the workflow
RBA0402W The process is not running. instance and click on the link to the Object ID.
Explanation: The specified workflow instance is not

active. Only active instances can be stopped.
User response:
Administrator response: The specified workflow
instance is not active. The process may have completed
or it may have been canceled by the user.
RBA0403W Launch-on-demand is not supported for

this object type.
Explanation: Launch-on-demand action is not
supported for this object type. In order for
Launch-on-demand to be available for this object type,
the object must be added to the rba.lod.objects system
property.
User response: Make sure that the launch-on-demand
object does not need any required attributes.
Administrator response: Modify the system property
'rba.lod.objects' and add the object type for which
Launch-on-demand is to be provided.
RBA0404W Cannot launch an inactive process.

Explanation: The workflow process is not active and
cannot be launched.
User response:
Administrator response: Activate the process by
clicking the activate icon on the toolbar in the
Workflow Designer (Advanced) application.
RBA0405W Please wait, the applet is loading.

Explanation: The Workflow Designer (Advanced)
applet requires ILOG jars to be downloaded, which can
take a few minutes depending on your bandwidth and
network speed. This download occurs initially and
does not occur again in this session with the applet.
User response: Wait for the download Message to be
dismissed, which indicates the applet jars have been
successfully downloaded, before proceeding to use the
Workflow Designer (Advanced) application.

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Any performance data contained herein was determined in a controlled

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Notices 223
Index
C
classification 80
content
Service Catalog 91
Service Desk 47
customer support 27
R
reports 31
S
Service Catalog content 91
Service Desk
classification content 80
Service Desk content 47
Software Support
contacting 27
receiving weekly updates 26


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Tivoli IBM Tivoli Service Request Manager

Version 7 Release 2.1

Troubleshooting, Support, References,

Version 7 Release 2.1

Troubleshooting, Support, References,

Compilation date: August 2010

© Copyright IBM Corp. 2007, 2010 iii

iv Troubleshooting and Support

Tivoli® Service Request Manager® components issue messages when unexpected

© Copyright IBM Corp. 2007, 2010 1

Searching knowledge bases

Available technical resources

Searching with support tools

The following resources describe how to optimize your search results:

Receiving automatic updates

Introducing the IBM Support Assistant Workbench

2 Troubleshooting and Support

Installing product add-ons

About this task

Chapter 1. Troubleshooting and Support 3

Recommended symptom database catalogs

The following symptom catalogs are recommended:

Collecting data with IBM Support Assistant

About this task

Importing collected data into the Log Analyzer

4 Troubleshooting and Support

Analyzing log files with IBM Support AssistantLog Analyzer

Chapter 1. Troubleshooting and Support 5

Default locations of log files

6 Troubleshooting and Support

Chapter 1. Troubleshooting and Support 7

8 Troubleshooting and Support

Oracle Listener log home_directory/ v10.2

For Windows the default

On Windows Server 2008:

Chapter 1. Troubleshooting and Support 9

Using Windows: the instance

Known problems, work-arounds, and limitations

Latest known problems information

About this task

Adjusted Finish Date is blank after applying SLA

Cannot apply ticket template with service group

10 Troubleshooting and Support

To avoid this error, complete the following steps:

Note: Be sure to set the COMMODITYGROUP field before setting the

Cannot attach screen shot to a service request

To enable applications for attaching documents, you must first perform a

Cannot install all languages

Cannot view CI schedule of change

Chapter 1. Troubleshooting and Support 11

DB2 queries might take a long time

db2 alter bufferpool MAXBUFPOOL size automatic

Description missing for CTSOL and CTSOLP

Description not correct for ESCSOL and ESCSOLP

Do not include OWNER and OWNERGROUP Tickets fields

In summary, do not include OWNER and OWNERGROUP in integrations that are

Workaround: To see the updated email information in an application, you must

Note: This problem is generic to any Service Request Manager application

Error when starting TDI server