Chapter 1. Troubleshooting and Support - e IBM Tivoli Composite ...

IBM Tivoli Foundations Service Manager 

Version 1.2 

Troubleshooting, Support, References, 

and Messages 

��

Note 

Before using this information and the product it supports, read the information in “Notices” on page 217. 

Compilation date: November 2010 

This edition applies to version 1, release 1 of IBM Tivoli Foundations Service Manager and to all subsequent 

releases and modifications until otherwise indicated in new editions. 

© Copyright IBM Corporation 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 

Introduction to troubleshooting . . . . . . . . 1 

Searching knowledge bases . . . . . . . . . 2 

Using the IBM Support Assistant Workbench . . . 3 

Installing the product add-ons . . . . . . . 3 

Recommended symptom database catalogs . . . 4 

Collecting data with IBM Support Assistant . . . 4 

Importing collected data into the Log Analyzer . . 6 

Analyzing log files with IBM Support 

AssistantLog Analyzer . . . . . . . . . . 7 

Log file locations . . . . . . . . . . . . . 8 

Log files . . . . . . . . . . . . . . . 8 

Using the log file utility . . . . . . . . . . 9 

Globalization issues . . . . . . . . . . . 10 

DBCS characters do not display properly on 

Windows systems . . . . . . . . . . . 10 

The Node Type field is not translated. . . . . 10 

Non-English NLS characters in Web Replay 

scenario properties might not display properly . 11 

Person group names are not translated . . . . 11 

Start Center not updating with new language . . 11 

The Site field label is not translated . . . . . 11 

Component startup problems . . . . . . . . 11 

Disk space required for installing the appliance 11 

Quick Insert does not work for Computer 

Systems . . . . . . . . . . . . . . 12 

Trial license has expired . . . . . . . . . 12 

Welcome page does not reflect the status of the 

appliance . . . . . . . . . . . . . . 12 

Database problems . . . . . . . . . . . . 13 

DB2 does not start if the date and time are not 

correct . . . . . . . . . . . . . . . 13 

Database error number -180 has occurred . . . 13 

Related tickets not closing . . . . . . . . 13 

Password configuration problems . . . . . . . 14 

Invalid password characters . . . . . . . . 14 

Password change failures . . . . . . . . . 14 

Changing the "maximo" password requires 

synchronization . . . . . . . . . . . . 15 

User Interface problems . . . . . . . . . . 16 

CSV import error messages appear in 

SystemOut.log . . . . . . . . . . . . 16 

VMM sync and MSAD integration problems . . . 17 

Incorrect WebSphere status after running MSAD 

configuration . . . . . . . . . . . . . 17 

MSAD configuration might fail if user is not at 

top level OU=Users. . . . . . . . . . . 17 

Manually configuring MSAD . . . . . . . 18 

MSAD configuration fails if security group 

names contain special characters . . . . . . 18 

MSAD configuration fails when specifying a host 

name . . . . . . . . . . . . . . . 19 

MSAD configuration does not display some 

fields on Firefox . . . . . . . . . . . . 20 

New users cannot login until after VMMSync 

runs . . . . . . . . . . . . . . . . 20 

Users able to log in with old and new passwords 

using MSAD . . . . . . . . . . . . . 20 

Users with same e-mail address might fail 

VMMSync . . . . . . . . . . . . . . 20 

VMMSync Principal and GroupMapping values 

might not be set properly. . . . . . . . . 21 

Miscellaneous problems . . . . . . . . . . 21 

After logging in as MAXADMIN BMXAA0012E 

system message is displayed. . . . . . . . 22 

An unknown error has occurred . . . . . . 22 

Attachments are not accessible with certain 

network configurations . . . . . . . . . 23 

Backup job is terminated by a restart . . . . . 24 

Certain Web Replay dialog boxes are not visible 

on screen . . . . . . . . . . . . . . 24 

Certain functionality not displayed in the 

Application Designer and Changes Application . 24 

CI import failure with Null Pointer Exception 

error. . . . . . . . . . . . . . . . 25 

Database configuration displays incorrect status 26 

DOCLINKS attachment directory configuration 26 

Do not change wasadmin ID users or roles . . . 26 

DNS configuration does not work if Lotus 

Foundations routing is not correct . . . . . . 26 

Error BMXAA4195E is displayed when executing 

organization and site configuration . . . . . 27 

Error when starting TDI server . . . . . . . 27 

Foundations Application Manager integration . . 28 

Foundations Service Manager Add-on in 

indeterminate state if backup terminated . . . 28 

Foundations Service Manager Add-on might not 

disable when backing up . . . . . . . . . 29 

Foundations Service Manager Add-on might not 

enable after restoring . . . . . . . . . . 29 

Tivoli Foundations Application Manager 

Incidents not created . . . . . . . . . . 30 

Incorrect team name version displayed after 

upgrade . . . . . . . . . . . . . . 31 

Links on Start Center not working after upgrade 31 

New service requests not created . . . . . . 31 

No assignments created for task @OTHAPPL3 in 

workflow process PMCHGITIL . . . . . . . 32 

No incident created for Foundations Application 

Manager events . . . . . . . . . . . . 32 

Remote Diagnostics does not work with Internet 

Explorer 8 . . . . . . . . . . . . . . 33 

Rewinding a Web Replay scenario might not 

work . . . . . . . . . . . . . . . 33 

Search function on Search Solution application 

does not work . . . . . . . . . . . . 33 

Search application error . . . . . . . . . 34 

Survey with tracked URL is unusable when sent 

to uppercase email adress . . . . . . . . 34 

Unable to login to application . . . . . . . 34 

Unable to switch between languages on the login 

page. . . . . . . . . . . . . . . . 34 

© Copyright IBM Corp. 2010 iii

Unset DNS forwarding after the uninstall . . . 35 

Untracked survey URL returns HTTP error 500 35 

Warning message displayed on Start Center after 

upgrade . . . . . . . . . . . . . . 35 

Web replay scenarios not working after upgrade 36 

More resources . . . . . . . . . . . . . 36 

Support information . . . . . . . . . . . 37 

Obtaining fixes . . . . . . . . . . . . 37 

Receiving weekly support updates . . . . . 38 

Contacting IBM Software Support . . . . . . 38 

Chapter 2. Reference . . . . . . . . 41 

Reports . . . . . . . . . . . . . . . . 41 

Importing reports manually . . . . . . . . 41 

Running and viewing reports . . . . . . . 42 

Printing reports . . . . . . . . . . . . 43 

Service Desk reports . . . . . . . . . . 43 

Change Management roles and application access 

rights . . . . . . . . . . . . . . . . 48 

Service Desk content . . . . . . . . . . . 51 

iv Troubleshooting and Support 

Security group application authorization . . . 51 

Best practices content for Service Desk . . . . 72 

Classification content for Service Desk . . . . 84 

Demo data for Service Desk . . . . . . . . 90 

Chapter 3. Messages. . . . . . . . . 95 

Foundations Service Manager messages . . . . . 95 

CTGRD . . . . . . . . . . . . . . . 106 

CTGCM . . . . . . . . . . . . . . . 138 

CTGCC . . . . . . . . . . . . . . . 147 

CTGRC . . . . . . . . . . . . . . . 149 

CTGCF . . . . . . . . . . . . . . . 189 

CTGCG . . . . . . . . . . . . . . . 199 

Notices . . . . . . . . . . . . . . 217 

Trademarks . . . . . . . . . . . . . . 219 

Index . . . . . . . . . . . . . . . 221

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 

Product 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 Foundations Service Manager as 

© Copyright IBM Corp. 2010 1

Searching knowledge bases 

2 Troubleshooting and Support 

well as for many of the products that interact with it. 

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 CCMDB Support Web site, which includes technotes, APARs (problem 

reports), downloads, and education materials 

v The TADDM Support Web site, which includes technotes, APARs (problem 

reports), downloads, and education materials related to the TADDM component 

of CCMDB 

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 add-ons for 

CCMDB, TADDM, Maximo Service Provider, and IBM Service Management, are 

on the ISA Web site at www.ibm.com/software/support/isa/ 

Product add-ons customize the ISA 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 add-ons using the 

built-in Updater component. For information about installing add-ons, see 

“Installing the product add-ons” on page 3 

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/. You can search for Tivoli Change and 

Configuration Management Database in the list of products to sign up to receive 

automatic updates.

Using 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. 

You can download the IBM Support Assistant workbench at http:// 

www.ibm.com/software/software/support/isa/download.html. 

The IBM Service Management and IBM Change and Configuration Management 

Database (CCMDB) add-ons to the ISA Workbench provide a quick and direct way 

to learn more about the product. If you encounter a problem while running 

CCMDB, you can use the ISA with these add-ons 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, use the filter feature to reduce the amount 

of data to examine, and use the symptom catalogs to analyze the logs. 

You can use the ISA 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 

the product 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, Integration Composer, 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. 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/support/docview.wss?rs=3455 

&uid=swg27015869. 

Installing the 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 CCMDB: 

Procedure 

1. Start the ISA Workbench. 

2. Click Update > Find new > Product Add-ons. 

Chapter 1. Troubleshooting and Support 3

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, Change and 

Configuration as a search string in the filter field. 

4. Expand Tivoli, select IBM Tivoli Change and Configuration Management 

Database 7.2, and then click Next. The IBM Maximo Service Provider add-on is 

automatically selected for install if it is not already present on your system. 

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. 

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 Yes to restart immediately. 

What to do next 

After the CCMDB 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 and selecting one or more of the 

IBM Tivoli Change and Configuration Management Database data collection 

scripts. 

Recommended symptom database catalogs 

Symptom database catalogs contain symptoms and solutions to assist in 

troubleshooting efforts. 

When you analyze a problem using the Log Analyzer, you might see a dialog 

asking whether you want to install any symptom database catalogs. These catalogs 

are used to compare log files with known symptoms. The following symptom 

catalogs are recommended: 

v IBM Tivoli base services, Version 7.1 and 7.1.1 catalogs 

v IBM Tivoli Change and Configuration Management Database, Version 7.1 and 

7.1.1 catalogs 

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 that you 

have. 



After you have installed the ISA Workbench, follow these steps to collect data for a 

problem. The steps differ depending on the location of the problem.

Collecting data on a local or accessible system 


Follow these steps to collect data for a problem that is either local or accessible via 

the IBM Support Assistant Agent: 

Procedure 


2. Click Launch Activity > Analyze Problem. 

3. On the Collect Data tab, click Select and specify a folder in which to store the 

case and incident information. You will use this folder name later to import the 

information into the Log Analyzer. 

4. On the Select Collectors tab, expand IBM Tivoli Change and Configuration 

Management Database (CCMDB) 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 Integration Composer 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. 

7. You can use the zip file that is created by the data collection scripts for analysis 

using the Log Analyzer, or include it in a problem report using Service 

Requests. 

Collecting data from a remote system 


After you have installed the ISA Workbench, follow these steps to collect data for a 

problem that is not local or accessible via the IBM Support Assistant Agent: 

Procedure 


2. Click Launch Activity > Analyze Problem. 

3. On the Collect Data tab, under Data Collection Options, select ...using IBM 

Support Assistant Lite. 

4. Click Select a collector. 

5. Select the IBM Tivoli Change and Configuration Management Database 

(CCMDB) collector. 

6. Type or select an output directory for the location of the Lite collector and 

click Export. 

7. Copy the exported collector to the remote system. 

8. Extract the contents of the zip archive to a directory. 

9. Change directory to the ISALite directory. 

10. Set the JAVA_HOME environment variable, but note that the Lite collector 

will assume that java is located under JAVA_HOME\bin so the home path 

should not include bin. 


11. If running on AIX, HP-UX, Linux, or Solaris, cd to the directory of the 

portable collector and invoke the command chmod -R 755 `find . -name 

’*.sh’`. 

12. Invoke the platform-specific runISALite script (runISALite.bat or 

runISALite.sh) to begin the data collection. 

13. After the runISALite script finishes, copy the zip file containing the collected 

data to the machine where the IBM Support Assistant is installed. You can 

analyze it using the Log Analyzer or include it in a problem report using 

Service Requests. 

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. 



Follow these steps to import collected data into the Log Analyzer: 

Procedure 

1. Click Launch Activity > Analyze Problem. 

2. On the Tools tab, select Log Analyzer and click Launch. 

3. Click File > Import Log. 

4. To import a log file for a local problem, select Import from an IBM Support 

Assistant Case. To import data collected by the exported collector, select 

Import from the local system. 

5. To import a log file from a remote system: 

a. Select Import from a remote system. 

b. Under Remote options, select via FTP, HTTP, HTTPS, Remote Agent 

Controller or Agentless Transfer 

c. Click Next. 

d. From the File transfer method drop down box select Agentless Transfer 

Mode. 

e. Provide the fully qualified hostname where the remote file exists, and the 

path to the file. 

f. Enter the operating system user ID and password for the remote computer 

and click Next. 

6. From the Directories and Archive view you can expand a zip file to view the 

log files inside. Select one or more files and click Add. 

7. Scroll down to see the Logs to be imported into the Log Analyzer table and 

ensure that the file log type has been correctly auto-detected. If not, click Select 

a log type to choose the correct product type and version. 

8. After all the log files to import have been identified, click Finish. 

9. If you are prompted to install one or more symptom catalogs in order to 

analyze the log files, install the catalogs. They will facilitate the analysis of the 

problem. 


View the Log Analyzer help for more details about using its features for problem 

analysis.

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. 


Log file locations 

The following topics explain where certain log files are located and how to access 

them for debugging problems. 

Log files 

The following information provides the locations and how to access log files used 

in Foundations Service Manager. 


Obtaining access to logs 

To access Foundations Service Manager log files: 

For Windows 

Map to Foundations Service Manager server as user root from a Windows 

machine: 

\\\service_manager\filesystem 

For Linux 

You can use secure shell (SSH) to connect to the Foundations Service 

Manager addon as "root" or you can telnet to the Lotus Foundations core 

and then use the nvscommand. 

Log locations 

The following paths contain the key log locations of Foundations Service Manager 

log files. 

The primary Foundations Service Manager logs for the UI are located at: 

For Windows: 

For Linux: 

:\opt\IBM\WebSphere\AppServer\profiles\ctgAppSrv01\logs\MXServer 

/opt/IBM/WebSphere/AppServer/profiles/ctgAppSrv01/logs/MXServer 

The DB2 diagnostics and other logs are located at: 

For Windows: 

:\service_manager\filesystem\home\ctginst1\sqllib\db2dump 

For Linux: 

/service_manager/filesystem/home/ctginst1/sqllib/db2dump 

Various Foundations Service Manager startup log (tfsmServer.log) and 

configuration script logs (MSAD setup and password configuration) are located at: 

For Windows: 

:\service_manager\filesystem\logs 

For Linux: 

/service_manager/filesystem/logs

Using the log file utility 

The log file utility is a script that collects log files from the product and 

middleware and stores them in a compressed file. This enables you to access the 

log files from a single location to assist in troubleshooting. 

Before you begin 

Before you start this task, ensure that the DB2 database is running. 


The log file utility gathers log files from the following sources: 

v Foundations Service Manager 

v WebSphere Application Server 

v DB2 

v IBM HTTP Server 

v Web Replay 

v Weaver 

To run the log file utility, complete the following steps. 

Procedure 

1. Log into the command shell of the Foundations Service Manager environment. 

To do this, choose one of the following options: 

v Telnet to the core Lotus Foundations shell and then switch to the 

Foundations Service Manager environment. For example: 

a. Run the command: 

telnet myappliance.host.com 

b. Login with the "root" user and password. 

c. Run the command: 

nvs 

d. Select the IBM Tivoli Foundations Service Manager option and press 

Enter. 

v ssh directly to the service_manager add-on as the “root” user. For example, 

from a Linux environment or any system providing an ssh client, run the 

following command and enter your "root" password when requested: 

ssh root@myappliance.host.com 

Note: If connecting using this option, there is no need to run the nvs 

command. 

2. Login to the Foundations Service Manager computer. 

3. Run the following script: /deployscripts/adminScripts/ziplogs.sh 

Results 

From the command shell, you can access the compressed file in the following 

location: /tmp/fsm-logs-yyyyMMDD-HHmmss.zip where yyyyMMDD-HHmmss is the 

date and time the file was created in year-month-day hour-minute-second format. 


Globalization issues 

You can also copy the compressed file to a Windows system. From the Windows 

system, map to the following directory on the Foundations Service Manager server 

as the root user: \\server_host_name\service_manager\filesystem. The 

compressed file can be found in the tmp directory under this mapping. 

The topics in this section describe solutions to language issues. 

DBCS characters do not display properly on Windows 

systems 

Problem: If the correct fonts are not installed on your system, characters from 

double-byte character sets are not displayed properly. Boxes are displayed in place 

of the characters. To fix this problem, install the necessary fonts. 

Before you begin 

You must have administrator privileges to complete this task. 


The following task describes how to install additional fonts on a Windows XP 

system. 

Procedure 

1. In Control Panel, select Regional and Language Options. 

2. On the Languages tab, select the applicable options: 

v Install files for complex script and right-to-left languages (including Thai) 

v Install files for East Asian languages 

3. Click OK or Apply. 

4. Insert the Windows CD-ROM or point to a network location where the files are 

located. 


You must restart your computer to enable the new fonts. 

The Node Type field is not translated 

Problem: Text in the Node Type field in the Workflow Designer application is 

displayed in English only. 



Workaround: To determine the Node Type, use one of the following workarounds: 

v View the Canvas tab. You can determine node types from the icons on this tab. 

v View the properties for each object in the workflow. The properties include the 

node type of the object.

Non-English NLS characters in Web Replay scenario 

properties might not display properly 

Limitation: If non-English NLS characters (for example, double byte or accented 

characters) are entered into Web Replay scenario properties, these will not be 

displayed correctly after saving the scenario. 


This limitation does not apply in the "Display instructions" field (NLS characters in 

that field display correctly). 

Person group names are not translated 

The person groups that are supplied with the product, REQUESTR, G_EXT_SD, 

and SDATIER1, are displayed in English only. 

Workaround: Person group names are used as unique identifier keys and therefore 

are not enabled for translation. If you need a person group with a different name, 

create a new person group with the desired name. 

Start Center not updating with new language 

Problem: The first time you log into the Start Center, an instance of the Start 

Center is created in the current language in the browser session, or as configured 

for you. If you change the language in a later session, certain sections of the Start 

Center will still be in the old language. 


Workaround: If you want to update the Start Center to use the new/current 

language, please click Update Start Center, in the Start Center screen. 

The Site field label is not translated 

The Site field label in the Service Requests, Incidents, and Problems applications is 

displayed in English only. 

Component startup problems 

Workaround: Use the Application Designer to edit the Site field label. 

The following topics describe any problems associated with the component startup 

and provide workaround's or solutions to these problems. 

Disk space required for installing the appliance 

For installing the Foundations Service Manager Add-on, you will need to have a 

minimum of 4 GB of memory and 50 GB of available disk space. 



Quick Insert does not work for Computer Systems 

Problem: Quick Insert does not work for Computer Systems. 


If you use quick insert for Computer System application, you might see this error: 

el = MAINDOC.getElement("mx114"); if(el) el.style.display=""; 

el = MAINDOC.getElement("mx126"); if(el) el.style.display=""; el = 

Refer to the "Importing computer and operating system information" section, 

under "Post installation tasks" of the "Getting Start" section, of Foundations Service 

Manager information center (or the Getting Start Guide PDF). 

Trial license has expired 

Problem: Error message displayed indicating that the Lotus Foundations trial 

license has expired. 


For more information on configuring a new license key please refer to the related 

concept topic below. 

Note: Foundations Service Manager specific entitlement must be present in the 

license, or the error messages regarding the Lotus Foundations trial license 

expiration will be displayed. 

Related tasks 

Configure the license key 

Use this topic to configure the license key for Lotus Foundations. You can use this 

procedure if you want to insert or update an activation key. 

Welcome page does not reflect the status of the appliance 

Problem: The Foundations Service Manager Welcome page shows the link for the 

Service Desk console, but when you click on it, a page not found error is 

displayed. There is no indication on the Welcome page about the status of the 

server. 



If you get the "Page not found" error when clicking on the Service Desk console on 

the Welcome page, the Foundations Service Manager Add-on might not be enabled 

(running) due to a scheduled backup or another reason. 

You can check the status of the appliance by clicking on the Lotus Foundations 

Administration Console link. After logging on, if you scroll down you can see the 

status under Add-ons. It will display the following status if the appliance is 

enabled: 

IBM Tivoli Foundations Service Manager Running

Database problems 

The following topics describe any database problems and provide workaround's or 

solutions to these problems. 

DB2 does not start if the date and time are not correct 

Problem: DB2 might not start if the date and time on Foundations Service 

Manager is not current. 

The current date and time must be set on Foundations Service Manager to enable 

all services to work properly. You can perform one of the following to set the date 

and time: 

v Shutdown the Foundations Service Manager appliance and configure the date 

and time using the BIOS during next power-up. 

v If you have Internet access, enable usage of the NTP Server. This will poll the 

Internet for the date and time. 

Note: To enable Foundations Service Manager as the NTP server, refer to the 

"Configuring Lotus Foundations" and "Configuring General Network Settings" 

topics in the Lotus Foundations Start Administration Guide at http://www- 

10.lotus.com/ldd/lfndswiki.nsf/archive?openview&title=Product 

%20documentation&type=cat&cat=Product%20documentation&sort=I (from here 

you can select documentation PDFs or documentation articles (which includes 

graphics)). 

Database error number -180 has occurred 

Problem: If you go to the Work Periods tab, you might see an error. 


If there is no entry in calendars and you go to the Work Periods tab, you might see 

the following error: 

BMXAA4210E - Database error number -180 has occurred. The syntax of the 

string representation of a datetime value is incorrect. 

SQLCODE=-180, SQLSTATE=22007, DRIVER=3.53.70 

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. 

Password configuration problems 

The following topics describe any problems associated with password 

configurations and provide workaround's or solutions to these problems. 

Invalid password characters 

Foundations Service Manager 1.2 does not allow certain password characters for 

example, %, (, ). 


The following are the allowable characters and digits for passwords used in 

Foundations Service Manager 1.2: 

v abcdefghijklmnopqrstuvw 

v ABCDEFGHIJKLMNOPQRSTUVW 

v 0123456789 

v -+=_*^.[]{}/~?#$ 

Password change failures 

Problem: In certain situations when changing passwords, not all changes will be 

successful. You can manually change the passwords to desired values. 


The following tasks allow you to recover from password change failures. 

Changing the maximo password 


Use the changeMaximoPassword.sh script to set the "maximo" password to a 

known value. If DB2 is stopped, the changeMaximoPassword.sh script will 

attempt to restart it. 

To change the "maximo" password, complete the following steps: 

Procedure 


Run the following command: 

changeMaximoPassword.sh

Changing the wasadmin password 


Use the changeWASPassword.sh script to set the "wasadmin" password to a 

known value. If either DB2 or WebSphere are stopped, the 

changeWASPassword.sh script will attempt to restart them. 

In some cases, you might have to run this script two times to restore to a working 

state. The first time it is run, it changes the wasadmin password in the database. 

The second time it changes the wasadmin password in WebSphere. 

To change the "wasadmin" password, complete the following steps: 

Procedure 

Run the following command: 

changeWASPassword.sh 

Changing all passwords 


To change some or all passwords, complete the following steps: 

Procedure 

1. Copy of the file /deployscripts/adminScripts/admin-config.ini.sample file 

and name it /deployscripts/adminScripts/admin-config.ini. 

2. Edit the /deployscripts/adminScripts/admin-config.ini file (created in the 

previous step) and change the passwords values to the desired values. If you 

do not want to change certain passwords, then comment the lines (#) you do 

not want to change. For example, to change the wasadmin and maximo 

passwords to "tivoli", while not changing db2inst1 or ctginst1, edit 

/deployscripts/adminScripts/admin-config.ini to the following: 

#db2inst1=tivoli 

#ctginst1=tivoli 

wasadmin=tivoli 

maximo=tivoli 

3. Run the following command: 

/deployscripts/adminScripts/driveAllAdminScripts.sh 

Changing the "maximo" password requires synchronization 

If you can manually change the "maximo" password in the service_manager.ini, 

then you must synchronize this change in the Maximo database. 

The "maximo" ID password exists in the service_manager.ini file, located in the 

/tmp/disk/home/autoinstall/Files/IBM_Tivoli_Foundations_service_manager.pkg 

directory. If you manually edit this file and change the "maximo" ID password, 

then you must synchronize this change in the Maximo database. 

Use the following task to synchronize the "maximo" password change in the 

Maximo database. You must complete this synchronization of you change the 

"maximo" password. 


User Interface problems 

Synchronizing the "maximo" password change in the Maximo 

database 

Use this task to synchronize the "maximo" password change into the Maximo 

database. 

Procedure 

1. Login to the Service Desk console as sdadmin or maxadmin. 

2. Navigate to E-mail Listeners - Go To > System Configuration > Platform 

Configuration > E-mail Listeners. 

3. Press the Enter key in the E-mail Address field. 

4. Click the maximo listener. This will take you to the Listener tab. 

5. Deactivate the listener by clicking Activate/Deactivate Listener under Select 

Action. 

6. Enter the new password in the E-mail Password field . 

7. Click Save . 

8. Activate the listener by clicking Activate/Deactivate Listener under Select 

Action. 

The following topics describe any problems associated with the User Interface and 

provide workaround's or solutions to these problems. 

CSV import error messages appear in SystemOut.log 

Problem: When importing data using coma separated value (CSV) files, error 

messages for unsuccessful imports might not appear in the user interface (UI). 



If you are importing CIs from CSV files and the importing is not successful (maybe 

due to not all of the required parameters are specified), not all the error messages 

are displayed in the UI. You might get error messages and information only 

appearing in the cron task History tab or in the Systemout.log file, for example, 

"BMXAA5861E - Mandatory keys are missing - unable to create xml from flat 

structure". Sometimes, when the error occurs in the "formatting" step of the 

process, they are displayed in the History tab of the CIImport cron task instance. 

Otherwise, if the error occurs in the "importing" step, you can see it only in the 

Systemout.log file. 

If a CSV file import has been unsuccessful, then to view the error message 

information, complete the following steps: 

Procedure 

1. First, check the cron task History tab to see if any error information is there 

(Go To > System Configuration > Platform Configuration > Cron Task Setup 

> CILoadFlatFileConsumer > History). 

2. If you do not see any error information there, then view the SystemOut.log file: 

a. If you have not already done so, map the \\[hostname]\service_manager 

drive, which contains the import directory (for example, 

\\[hostname]\service_manager\filesystem\CI_Import.

. Navigate to the /opt/IBM/WebSphere/AppServer/profiles/ctgAppSrv01/ 

logs/MXServer directory. 

c. Open the SystemOut.log file. 

VMM sync and MSAD integration problems 

The following topics describe any problems associated with the VMM sync and 

MSAD integration and provide workaround's or solutions to these problems. 

Incorrect WebSphere status after running MSAD configuration 

Problem: WebConfig might incorrectly report status about the Foundations Service 

Manager Welcome page and WebSphere not running, after running Microsoft 

Active Directory (MSAD) configuration. 


If you are using the WebConfig UI to display the Foundations Service Manager 

add-on status and have run Microsoft Active Directory (MSAD) configuration, the 

status might report: 

Service Desk Home Page is down. WebSphere is down. 

To correct this status, set the WebSphere administrator password, by completing 

the following steps: 

Procedure 

1. Log in to the Service Desk console (if not already logged in). 

2. Navigate to System Properties - Go To > System Configuration > Platform 

Configuration > System Properties. 

3. Search for the WAS.adminPassword property. 

4. Set the WAS.adminPassword property value to the one specified during MSAD 

configuration and save it. 

5. Disable and Enable the Foundations Service Manager add-on: 

a. Next to IBM Tivoli Foundations Service Manager, click , click Disable, 

then click Save Changes. 

b. Next to IBM Tivoli Foundations Service Manager, click , click Enable, 

then click Save Changes. 

MSAD configuration might fail if user is not at top level 

OU=Users 

Problem: If MSAD configuration is run with a user in sda.ldap.username that is 

not at the top level OU=Users, you might see a report of a nullPointer exception. 


If you run MSAD configuration and the following nullPointer exception reported, 

you might not have the user in sda.ldap.username at the top level OU=Users: 

’2009-08-02 22:37:21,749’ - ==================================================== 

’2009-08-02 22:37:21,750’ - Setting up cron task 

’2009-08-02 22:37:21,750’ - ==================================================== 

’2009-08-02 22:37:21,822’ - Finished Cron task setup 

’2009-08-02 22:37:21,822’ - Starting setWASSecurityConfig() 


’2009-08-02 22:37:22,162’ - 1: [-id SDAMSAD -host 9.42.15.53 -port 389 -bindDN "CN=OU 

admin,CN=Users,dc=tfsm-msad2,dc=tivlab,dc=raleigh,dc=B510,dc=ibm,dc=com" 

-bindPassword 2031303863 -authentication simple -referal ignore 

-sslEnabled false -connectionPool false -ldapServerType AD2003 

-certificateMapMode exactdn -certificateFilter ] 

’2009-08-02 22:37:22,182’ - Create new SDAMSAD server 

’2009-08-02 22:37:22,282’ - Setting up WAS security configuration with LDAP details failed. 

Make sure you have typed the details correctly. 

’2009-08-02 22:37:22,283’ - java.lang.NullPointerException: java.lang.NullPointerException 

’2009-08-02 22:37:22,348’ - Process Failed 

WASX7309W: No "save" was performed before the script 

"/deployscripts/msad/configure_msad_with_tpae.py" exited; 

configuration changes will not be saved. 

To correct this situation, the sda.ldap.username parameter must specify an 

administrator that is in the top-level organizational unit in MSAD. 

Note: Using administrators from lower-level organizational units is not currently 

supported. 

Manually configuring MSAD 

Problem: MSAD config does not update sda.ldap.username or 

WAS.AdminPassword in WebSphere. 


After you have configured MSAD using the Foundations Service Manager Quick 

Configuration application, if you need to make changes, you will have to manually 

configure the properties. 

To manually make updates, complete the following steps: 

Procedure 

1. Access the Websphere Admin console at http:// Security > Secure administration, applications, and 

infrastructure. 

4. Click the Configure button next to the Federated repositories drop-down. 

5. Select the SMSAD Repository Identifier. 

6. Make your desired changes you need to and click OK. 

7. Click the Save link. 

MSAD configuration fails if security group names contain 

special characters 

Problem: Microsoft Active Directory (MSAD) fails if security group names contain 

special characters for example, /&or spaces. Security Group names that require 

special characters that are used in MSAD Configuration should be created 

manually in MSAD under TPAEGroups. 



Workaround: When creating security group names that use special characters, you 

should create these manually in MSAD under TPAEGroups. Use the following 

procedure to verify security group names are named correctly in the Security 

Groups application.

Procedure 

1. Click the Security Groups application from the Start Center or from GoTo > 

Security > Security Groups. 

2. Filter in the Group field for the group that was created. 

3. Once located, ensure that the group name has no special characters such as /& 

or spaces in its name. 

4. Once the special characters have been removed, you must create the security 

groups that require special characters manually in MSAD under TPAEGroups. 

5. Navigate to Quick Configuration application (Goto > System Configuration > 

Platform Configuration > Quick Configuration 

6. Run MSAD configuration again, and no failure message is displayed. 

7. See related topics on MSAD Configuration and Security in the information 

center for more information on configuring MSAD and Security features. 

MSAD configuration fails when specifying a host name 

Problem: Microsoft Active Directory (MSAD) configuration might fail when 

specifying a host name value for the sda.ldap.host property. 


If you are using the Quick Configuration application to perform a Microsoft Active 

Directory (MSAD) configuration and specify a fully-qualified host name for the 

sda.ldap.host property, you might see the following error: 

Copying File... 

WASX7209I: Connected to process "dmgr" on node ctgCellManager01 using SOAP connector; 

The type of process is: DeploymentManager 

Directory created 

inflated: maximo.properties 

inflated: maximo.properties_orig 

mxe.db.schemaowner 

mxe.db.driver 

mxe.name 

mxe.encrypted 

mxe.rmi.port 

mxe.db.url 

mxe.db.password 

mxe.db.user 

mxe.registry.port 

Not logged in successfully 

Failed to login to LDAP, cannot proceed any further 

WASX7017E: Exception received while running file "configure_msad_with_tpae.py"; 

exception information: com.ibm.bsf.BSFException: exception from Jython: 

Traceback (innermost last): 

File "", line 655, in ? NameError: ctx. 

This failure can occur if there is not a Domain Name System (DNS) entry for the 

MSAD hostname in Lotus Foundations. 

Procedure 

1. Configure all host names, that you will configure with MSAD, in the Domain 

Name System (DNS) on the Lotus Foundations Web Config UI. 

2. Continue with the Quick Configuration application to configure MSAD. 

For further information on using the Quick Configuration application, refer to 

the Quick Configuration application (under the "Administering configuration 

services" topic in the Foundations Service Manager information center, or the 

Foundations Service Manager System Administrator's Guide PDF. 


MSAD configuration does not display some fields on Firefox 

Limitation: In the Microsoft Active Directory (MSAD) Configuration application, 

the Value field only shows the text and scroll bar if value entered is larger than the 

text box when using Firefox. 


To view the data in the Value field, hover over the field and the complete value is 

shown. Alternatively, you can click on the field and use the arrow keys to scroll up 

and down. 

New users cannot login until after VMMSync runs 

Problem: If a new user attempts to login before they are properly synced, an error 

might be reported. 


After new users are added to Microsoft Active Directory (MSAD), users cannot 

login to the Service Desk console until after VMMSync has run at least twice. If the 

user attempts to login before they are properly synced (before VMMSync runs at 

least two times), an error might be reported: 

HTTP 500 - Internal server error 

Internet Explorer 

After new users have been added to MSAD, allow time for VMMSync to run at 

least two times, every four (4) hours, by default. Then attempt the new user login 

again. 

Users able to log in with old and new passwords using MSAD 

Problem: If you are using Microsoft Active Directory (MSAD) and change the 

Service Desk console login password, the previous password might continue work 

for a period of time. 


After installing Foundations Service Manager, if you log in the Service Desk 

console and change the password in Microsoft Active Directory (MSAD), then 

subsequent log ins to the Service Desk console can be accomplished with either the 

new or previous password. The previous password might work for some period of 

time depending on the Microsoft Active Directory (MSAD) implementation of 

LDAP and its configuration. This might be for one hour by default. 

For further information, refer to http://support.microsoft.com/kb/906305. 

Users with same e-mail address might fail VMMSync 

Problem: If an administrator creates two users with the same e-mail address in 

Microsoft Active Directory (MSAD), then synchronization errors might appear in 

the SystemOut.log file. 



If the same e-mail address is specified for more than one user in Microsoft Active 

Directory (MSAD), then when Virtual Member Manager (VMM) synchronization

uns, the synchronization of the users might not occur and the error for this 

condition might not display. This error might appear in the Foundations Service 

Manager SystemOut.log file (located in the /opt/IBM/WebSphere/AppServer/ 

profiles/ctgAppSrv01/logs/MXServer directory). 

If you look at the SystemOut.log file, then you might see the following 

synchronization error: 

[ERROR] BMXAA6695E - The MBO could not be batch validated for object EMAIL. 

The error is EMAILADDRESS psdi.util.MXApplicationException: 

BMXAA4129E - Record already exists for E-mail=sharan@us.ibm.com. 

at psdi.mbo.FldMboKey.validateKeyCombination(FldMboKey.java:292) 

at psdi.mbo.FldMboKey.validate(FldMboKey.java:93) 

at psdi.mbo.MboValue.validate(MboValue.java:1619) 

at psdi.mbo.MboValue.validate(MboValue.java:1523) 

at psdi.mbo.Mbo.validateAttributes(Mbo.java:4061) 

at psdi.mbo.Mbo.validate(Mbo.java:3652) 

at psdi.mbo.MboSet.validate(MboSet.java:4565) 

at psdi.mbo.MboSet.validateTransaction(MboSet.java:6952) 

at psdi.txn.MXTransactionImpl.validateTransaction(MXTransactionImpl.java:376) 

at psdi.txn.MXTransactionImpl.saveTransaction(MXTransactionImpl.java:213) 

at psdi.txn.MXTransactionImpl.save(MXTransactionImpl.java:162) 

at psdi.mbo.MboSet.save(MboSet.java:6615) 

at psdi.mbo.MboSet.save(MboSet.java:6556) 

at psdi.security.vmm.DefaultVMMSyncAdapter.syncUser(DefaultVMMSyncAdapter.java:173) 

at psdi.security.vmm.VMMSynchronizer.syncVMMUsers(VMMSynchronizer.java:702) 

at psdi.security.vmm.VMMSynchronizer.performSync(VMMSynchronizer.java:385) 

at psdi.security.vmm.VMMSyncTask.performTask(VMMSyncTask.java:436) 

at psdi.security.vmm.VMMSyncCronTask.cronAction(VMMSyncCronTask.java:211) 

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) 

[ERROR] The VMM user synchronization failed. BMXAA6782E - The VMM user data failed 

to synchronize with the database. userid = SHARAN1 

BMXAA4129E - Record already exists for E-mail=sharan@us.ibm.com. Error count = 1 

VMMSync Principal and GroupMapping values might not be 

set properly 

Limitation: The VMMSync Principal and GroupMapping values might not be set 

properly. 


Miscellaneous problems 

When the organization unit (OU) value has quote in it (for example, ou=srmapp in 

Tivoli's Labs), the Principal and GroupMapping values are not synchronized 

properly in the VMMSync task. 

To avoid the problem, specify organization unit without any quotes. 

The topics in this section describe problems that have been found and their 

solutions. 


After logging in as MAXADMIN BMXAA0012E system message 

is displayed 

Problem: After initial organization and site configuration is complete, when you 

login into the application as MAXADMIN and create operational data, for example 

tickets, work orders, and changes, the following message is displayed: BMXAA0012E 

- Cannot insert/update a record without a default insert site. This can occur 

even if the Default Insert Site is set in the Goto > Security > Users application. 


To resolve this issue, you must complete the following tasks: 

v The Default Insert Site for the MAXADMIN user must be configured after the 

initial organization and site configuration is complete. 

v The server must be rebooted or the Foundations Service Manager add on must 

be restarted (disabled and re-enabled), to ensure that the MAXADMIN user 

profile information is refreshed with the default site setting. 

For more information on configuring the default insert site and installing the FSM 

add-on, please refer to the related links below. More information on disabling and 

enabling the FSM add-on can be found in the troubleshooting link (Foundations 

Service Manager Add-on might not enable after restoring) below. 

Related tasks 

Setting a user default insert site 

Use this task to set the Default Insert Site value for a user. 

“Foundations Service Manager Add-on might not enable after restoring” on page 

29 

Problem: The Foundations Service Manager Add-on might not properly enable 

after you have run a user-created restore job. 

Related information 

Install the Foundations Service Manager add-on 

An unknown error has occurred 

Problem: "An unknown error has occurred" or "Cannot insert/update a record 

without a default insert site" error might be reported when starting the timer. 


Before creating a new location, work order, or using some of the ticket templates 

(for example, Problem), you need to assign a default insert site before starting the 

timer, otherwise the following errors might be reported: 

BMXAA4214E - An unknown error has occurred. Please contact your system 

administrator for assistance. 

or 


BMXAA0012E - Cannot insert/update a record without a default insert site 

Procedure 

1. Use the Appliance Configuration application, configure an organization and site 

for the appliance. (cross link to info on that) 

2. Click the "Profile" at the top and click on default information.

3. Select the site that we just created for the default insert site. Note that there is 

also an escalation (SDADEFSITE) configured by default which auto-configures 

the default site for all users, once a site is made active. 

Attachments are not accessible with certain network 

configurations 

Problem: If Ethernet port 1 on the Lotus Foundations server is the Internet-facing 

port, and Ethernet port 0 is blocked by a firewall, Internet users might not be able 

to open attachments. This issue occurs because URLs for attachments on the Lotus 

Foundations server are configured for Ethernet port 0 by default. 



v Turn off the IP address auto-configuration setting 

v Set new values for the host name and document links so that URLs for 

attachments use Ethernet port 1 

v Optionally, use the Change URLs feature to correct existing URLs for 

attachments 

Complete these tasks using the following steps. 

Procedure 

1. Turn off the IP address auto-configuration setting: 

a. Select Go To > System Configuration > Platform Configuration > System 

Properties. 

b. Click Filter and search for sda.autoconfigip_properties. 

c. Click the arrow to the left of sda.autoconfigip_properties to view its 

properties. 

d. Set Global Value to 0. 

e. From the Select Action menu, click Live Refresh. 

2. Set the value for the host name: 

a. In the System Properties application, click Filter and search for 

mxe.hostname. 

b. Set the Global Value to a host name and port number for Ethernet port 1. 

c. From the Select Action menu, click Live Refresh. 

3. Set the value for document links: 

a. In the System Properties application, click Filter and search for 

mxe.doclink.path01. 

b. In the Global Value field, set the host name and port number values to the 

new value for mxe.hostname. 

c. From the Select Action menu, click Live Refresh. 

4. Optionally, use the Change URLs feature to correct existing URLs for 

attachments. 

a. Go To System Configuration > Platform Configuration > Quick 

Configuration. 

b. From the Select Action menu, click Manage Attachments Library / Change 

URLs. 

c. In the Manage Library dialog box, click Replace Substring in the Path. 


d. In the Replace Substring dialog box, replace the incorrect URL string with 

the correct one. 

Backup job is terminated by a restart 

Problem: A backup job that is in progress will be terminated if the Foundations 

Service Manager Add-on is restarted. 


If the a backup job is in progress and the Foundations Service Manager Add-on or 

the Lotus Foundations server is restarted, then the backup job will not continue 

after the restart. A new backup job will need to be started again. Additionally, if 

the Lotus Foundations server is restarted during a backup, then the Foundations 

Service Manager Add-on needs to be manually started (it will not start 

automatically). 

Results 

For further information, refer to the "Backup and restore" topic in the Foundations 

Service Manager information center (or the Foundations Service Manager System 

Administrator's Guide PDF). 

Certain Web Replay dialog boxes are not visible on screen 

Problem: Certain Web Replay dialog boxes are not visible if the screen resolution is 

not set correctly. 


Workaround: If some Web Replay dialog boxes are not visible on the screen, you 

must set the screen resolution to 1280 * 1024. 

Certain functionality not displayed in the Application Designer 

and Changes Application 

Problem: Certain functionality in the Application Designer (GoTo > System 

Configuration > Platform Configuration > Application Designer) application and 

the Changes (GoTo > Change > Changes) application do not load when accessed. 

This occurs when you are using Microsoft Internet Explorer version 8. 



To resolve this issue please install Java Runtime Environment 1.6 and restart the 

browser machine. After installation, it is good practice to confirm that your 

browser is using the correct Java runtime environment. It is possible that there are 

different versions of the same JVM (Sun or IBM) plugin installed on your browser 

client, and as a result both Firefox and Internet Explorer can have problems finding 

the correct Java plug-in to use. For more information about checking what JVM 

plugins is installed, if you are using the correct JVM and browser versions, and 

accessing additional helpful information, please do the following: 

Procedure 

1. Launch the Windows control panel and look for multiple Java icons. 

2. Uninstall the older Java Virtual Machine (JVM) plugin versions if they are no 

longer required.

3. It is good practice to verify that you are using the correct JVM and browser 

versions by checking the Browser section in the IBM Tivoli Change and 

Configuration Management Database Component Requirements page on the 

infocenter website. 

4. Both the Sun and IBM JVM plug-ins have helpful options under the Advanced 

tab (click Tools, Options and Advanced in your browser): 

a. Settings -> Java console 

v Show console 

v Hide console 

v Do not start console 

b. Settings -> tag support (1.5 JVM only) 

v Microsoft Internet Explorer 

v Mozilla Firefox family 

c. Settings -> Default Java for browsers (1.6 JVM only) 

v Microsoft Internet Explorer 

v Mozilla Firefox family 

5. There is good on-line documentation on how to use Java with Firefox and 

Internet Explorer: 

a. Firefox - please navigate to the Mozilla support website and search for 

information on using Java plugin with Firefox and Troubleshooting plugins 

b. Microsoft Internet Explorer - On the Microsoft website do a search for 

installing Java in Internet Explorer. Since Java support is implemented as a 

Internet Explorer add-on , please do a search for Internet Explorer add-ons for 

more details. 

CI import failure with Null Pointer Exception error 

Problem: When the CSV file that is processed by the CIFLATFILECONSUMER 

Cron Task contains an External System name that exists, but is not associated with 

the used Enterprise Service, a Null Pointer Exception is displayed instead of an 

"External System not valid" message. 


Workaround: If the CI Import is failing and you see a 

java.lang.NullPointerException in the logs, make sure that the External System in 

the CSV file header is associated with the Enterprise Service. Writing the correct 

CSV file header will ensure that the CI Import does not fail in this instance. Use 

the following procedure to view a list of Enterprise Services that are associated 

with an External System: 

Procedure 

1. Navigate to the GoTo > Integration > External Systems application. 

2. Enable the filter and filter the table to see the External Systems. 

3. Select the External System that you want to use and click the Enterprise 

Services tab. 


Database configuration displays incorrect status 

Problem: If you close the User Interface during the organizational and site 

configuration procedure before the database configuration is complete, when you 

log back in to the Quick Configuration application, the Configuration logs will 

show a status of running. This is incorrect, as the job is not running. 


Workaround: Apply Configuration changes from within the Database 

Configuration application. Click GoTo > System Configuration > Platform 

Configuration > Database Configuration and select Apply Configuration 

Changes on the Select Action menu. More information on configuring the 

organization and site information can be found in the Configuring organizational and 

site information topic in the infocenter. 

DOCLINKS attachment directory configuration 

Certain items need to be configured for attachments to work properly: 

The default DOCLINKS attachment directory is: 

\\\webmaster\WWW\DOCLINKS 

The following items need to be configured for attachments to work properly: 

v The built-in web server in Lotus Foundations needs to be enabled. 

v The "webmaster" team needs to be enabled. 

Do not change wasadmin ID users or roles 

Problem: Foundations Service Manager does not support changing the users and 

roles for the wasadmin, ctginst1, db2inst1, and maximo IDs. 


The administrative users and roles for the wasadmin, ctginst1, db2inst1, and 

maximo IDs cannot be changed. The passwords for these can be changed using the 

password configuration .ini file and script, but the user IDs cannot be changed. 

Foundations Service Manager . 

DNS configuration does not work if Lotus Foundations routing 

is not correct 

Problem: If the Quick Configuration application is used to configure the Domain 

Name Server (DNS) in Lotus Foundations ® (LF), the DNS server is not used if the 

routing is not correctly configured in LF. 



To resolve this issue, use the following steps: 

Procedure 

1. Log in to the Maximo ® console. 

2. Select GoTo > System Configuration > Platform Configuration > Quick 

Configuration and click on the DNS / Discovery Configuration tab. 

3. Enter the DNS Server IP Address and click submit.

4. Telnet to the machine, then type nvs and select service_manager to enter the 

nvs environment. 

5. Ping the DNS server, or host by hostname in your network. 

6. If the ping does not return results, you can check that the routing is configured 

correctly by completing the following steps: 

a. Login to the WebConfig User Interface (Lotus Foundations Administration 

Console). 

b. Click Local Network and select Advanced Setup. 

c. Check that the Network Routes are correct and delete invalid routes. 

d. Save the changes. 

7. Ping the DNS server again and if the routing was configured correctly, then 

you will get a successful ping. 

Error BMXAA4195E is displayed when executing organization 

and site configuration 

Problem: When executing the organization and site configuration, the following 

error message is displayed: BMXAA4195E - Required field Type is blank. This 

occurs because the Site ID and the Company Set ID have the same values. 


Workaround: To resolve this issue, complete the following steps: 

v Navigate to the Org and Site Configuration tab - Go To > System 

Configuration > Platform Configuration > Quick Configuration and click the 

Org and Site Configuration tab. 

v Ensure that all required property fields have been entered and make sure that 

the Site ID and the Company Set ID have different values. 

v Sign out of the application, and then sign back in. 

v Navigate to the Org and Site Configuration tab and execute the organization 

and site configuration again. 

v This time it completes successfully with no error message displayed. 

Note: More information on the Organization and Site Configuration can be found 

in the information center. 

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.. 


Foundations Application Manager integration 

In order for the two (2) appliances (Add-ns) to talk to each other, you will need to 

make sure that the Domain Name System (DNS) entry exists on each appliance for 

the other appliance. 


Create a DNS entry for the Foundations Service Manageron the Foundations 

Application Manager in order for the Foundations Application Manager to send 

the events to the Foundations Service Manager. Otherwise, use IP addresses. 

Foundations Service Manager Add-on in indeterminate state if 

backup terminated 

Problem: The Foundations Service Manager Add-on might be in an indeterminate 

state if a backup job is terminated before it completes. 



If you running a backup job and the backup is cancelled or terminated, manually 

or unexpectedly, Foundations Service Manager Add-on might be in an 

indeterminate state (for example, you cannot log in). 

The Foundations Service Manager SystemOut.log file (located in the 

/opt/IBM/WebSphere/AppServer/profiles/ctgAppSrv01/logs/MXServer directory) 

might contain entries like: 

[7/7/09 21:49:42:118 GMT] 00000033 SystemOut O propAllowDfltLogin1 

[7/7/09 21:49:42:118 GMT] 00000033 SystemOut O isAllowDefaultLogintrue 



[7/7/09 21:49:43:959 GMT] 00000033 SystemOut O isAllowDefaultLogintrue 


To restore the Foundations Service Manager Add-on, complete the following steps 

using Lotus Foundations Administration Console: 

Procedure 

1. Disable the Foundations Service Manager Add-on: 

a. Click Add-ons. 

b. Next to the Team service_manager entry, click Edit . 

c. Click Disable. 

d. Click Save Changes. 

2. Enable the Foundations Service Manager Add-on: 

a. If not already on the Add-on Settings page, click Add-ons. 


c. Click Enable. 

d. Click Save Changes.

Foundations Service Manager Add-on might not disable when 

backing up 

Problem: The Foundations Service Manager Add-on might not properly disable 

when you start running a user-created backup job. 


If you created your own backup job, using Lotus Foundations Administration 

Console, and it includes service_manager, then before running the backup job, you 

need to manually disable the Foundations Service Manager Add-on. 

To manually run a user-created backup job, complete the following steps: 

Procedure 

1. Disable the Foundations Service Manager Add-on (you can skip this step if you 

are running the predefined Service Manager Backup): 





2. Run the backup job: 

a. Click Backup. 

b. Select your backup job underJob Name and follow the prompts. 

3. Enable the Foundations Service Manager Add-on (you can skip this step if you 






Results 




Foundations Service Manager Add-on might not enable after 

restoring 

Problem: The Foundations Service Manager Add-on might not properly enable 

after you have run a user-created restore job. 


If you created your own restore job, using the Lotus Foundations Administration 

Console, and it includes service_manager, then after you run the restore, you need 

to manually enable the Foundations Service Manager Add-on. 

To manually run a user-created restore job, complete the following steps: 


Procedure 

1. Disable the Foundations Service Manager Add-on (you can skip this step if you 






2. Run the restore job: 

a. Click Backup. 

b. Next to the Job Name entry for your backup job, click Restore from Job 

and follow the prompts. 

3. Enable the Foundations Service Manager Add-on (you can skip this step if you 



b. Next to the Team service_manager entry, click . 



Results 




Tivoli Foundations Application Manager Incidents not created 

Problem: If the Lotus Foundations hostname is set to a large value, the TFAM email 

address is not set correctly. This can prevent Tivoli Foundations Application 

Manager events from creating Incidents. When this error occurs, a message similar 

to the following is written to /logs/tfsmServer.log: SQL0433N Value 

"TFAM@long-host-name" is too long. SQLSTATE=22001 



To change the maximum size for a hostname, complete the following task. 

Procedure 

1. Go to the Database Configuration application. 

2. Select Manage Admin Mode from the Select Action menu. 

3. Turn on Admin mode and then click Close. 

4. Enter EMAIL in the Object field and then click Enter. 

5. Click the EMAIL object. 

6. Click the Attributes tab. 

7. View the details of the EMAILADDRESS row. 

8. Change the value in the Length field to 128. 

9. Click the Save icon. 

10. Go to the List tab, and then select Apply Configuration Changes from the 

Select Action menu.

11. When the changes have been committed, select Manage Admin Mode from 

the Select Action menu and turn off Admin mode. 


After you complete this task, you must restart the product to enable this change. 

Incorrect team name version displayed after upgrade 

After upgrade to IBM Tivoli Foundations Service Manager 1.2, the incorrect version 

is displayed in the Team Setup screen. 

To view the version of Tivoli Foundations Service Manager in the Lotus ® 

Foundation Web Config after upgrade has completed, select Users and click on 

Teams. The version is still displayed as 1.1.1. This is a known issue and even 

though the version displays 1.1.1, it is 1.2. 

Links on Start Center not working after upgrade 

Problem: After the upgrade from Tivoli Foundations Service Manager 1.1.1 to 

Tivoli Foundations Service Manager 1.2 has completed, the links on the Start 

Center do not work. 



Procedure 

1. Delete the browser cache after the upgrade has completed. 

2. Follow the steps as described in the Post upgrade related task topic. 

Related tasks 

Post upgrade steps 

After the upgrade has finished, there are a number of steps that must be 

completed. 

New service requests not created 

Problem: when creating new service requests from unformatted email's, the 

following error message is displayed in the Error field: 

psdi.util.MXApplicationException: BMXAA3906E - Site SITENAME is not valid, 

at psdi.mbo.MAXTableDomain.validate(MAXTableDomain.java:150) at 

psdi.app.site.FldSiteID.validate(FldSiteID.java:146). 


This occurs because users that are registered in the system but not in any security 

groups cannot be used to create Service Requests via unformatted emails sent to 

the email listener. The users must be in at least one security group for example 

SDASELFSERV before they create service requests. To resolve this issue please do 

the following: 

Procedure 

1. Check the error message to see if it matches the above. 

2. Click GoTo > System Configuration > Platform Configuration > Email 

Listener and select the Email Processing tab. 


3. Expand the email record by clicking the filter icon . 

4. Check the Error field for the above error message. 

5. If the above message is displayed, navigate to the Security Groups tab by 

clicking .GoTo > Security > Users and click the Groups tab. 

6. Ensure that the user is in at least one security group. 

Note: More information on Security groups can be found in the related topic 

below. Additional information on the Email Listener can be found in the 

System Administrators Guide. 

Related reference 

Supplied users and security groups 

Foundations Service Manager provides several out-of-the-box users and security 

groups so you can quickly configure basic security settings. 

No assignments created for task @OTHAPPL3 in workflow 

process PMCHGITIL 

Problem: When carrying out a change using the ITIL change process using the Job 

Plan field option (GoTo > Changes > Schedules), one of the steps is authorization. 

If an authorization value is picked other than approval level 4 Local authorization, 

the following exception is displayed: BMXAA44773E - No assignments created for 

task @OTHAPPL3 in workflow process PMCHGITIL. 


Workaround: The reason for this is that no members (approvers) are added to the 

3 person groups PMCHGCAB, PMCHGITM and PMCHGBUS that approve the 

change. These three approver groups are assigned to the following approval levels: 

v PMCHGCAB - Approval Level 3 

v PMCHGITM - Approval Level 2 

v PMCHGBUS - Approval Level 1 

No incident created for Foundations Application Manager 

events 

Problem: No incidents are created in Foundations Service Manager for 

Foundations Application Manager events. 



Procedure 

1. Check the SystemOut.log to see if there is any output: “Event Received”. 

2. To gather more information on this problem, you can turn on Debug logging to 

see if the e-mail processing is working properly. Complete the following steps: 

a. Go To > System Configuration > Platform Configuration > Logging. 

b. Enter “crontask” in the Root Loggers field. 

c. Click on crontask Logger. 

d. In the bottom table, look for EmailListnerCron logger. Select the Log Level 

to DEBUG for the EmailListnerCron logger. 

e. Click Save Logger .

f. Under the Select Action drop down menu, select Apply Settings. 

The log output goes to SystemOut.log file. 

Remote Diagnostics does not work with Internet Explorer 8 

Problem: When using Internet Explorer 8, if you attempt to launch Remote 

Diagnostics from Service Requests or other applications, the Remote Diagnostics 

session does not launch properly. This issue can be caused by the browser's default 

security settings. 


To enable Remote Diagnostics in Internet Explorer 8, complete the following task. 

Procedure 

1. In Internet Explorer 8, select Tools > Internet Options. 

2. On the Security tab, click the Custom Level button. 

3. Scroll down to the Downloads section and click Enable for the Automatic 

prompting for file downloads option. 

4. Click OK, and then click Yes if you are prompted to confirm the changes. 

5. Click OK on the Internet Options tab. 

Rewinding a Web Replay scenario might not work 

Problem: When you rewind a Web Replay scenario, it might not rewind properly if 

the previous step is automatic and it might continue with the current step. 


If the previous step is automatic, rewinding it will run the previous step again and 

then come back to the current step. 

Search function on Search Solution application does not work 

Problem: If you search for a solution, for example a solution that does not exist by 

mistake, no results are found. Now if you search for a solution that does exist, no 

solutions will be found, even if these solutions does exist. 


This is a known issue. The following procedure highlights the problem and 

provides a workaround to find the required solution. 

Procedure 

1. Navigate to the Search Solution application by clicking GoTo > Self Service > 

Service Requests > Search Solutions. 

2. In the Solutions id field, if you enter an incorrect solution id by mistake, and 

then select enter, nothing is returned. this is correct. 

3. Now enter the correct solution id and press enter, and still no records are 

returned. This is a known issue. 

4. To locate the solution id, click the Advanced Search option and enter the 

correct solution id and other details if available. 

5. The solution record is now returned. 


6. Refer to the related topic on Search Solutions in the infocenter for more 

information on searching for solutions. 

Search application error 

Problem: The Foundations Service Manager Search application might report an 

error. 


When running the Foundations Service Manager Search application, you might see 

the following error: 

BMXAA4214E - An unknown error has occurred. Please contact your system 


The PmObjSearchInstance cron task runs every 24 hours. After it has run once, this 

error will not occur again. 

Survey with tracked URL is unusable when sent to uppercase 

email adress 

If you send a survey with a tracked URL to a user with an uppercase email 

address, the survey is unusable. When the user clicks on the tracked link, they 

cannot view the survey, and the survey cannot be filled out or submitted. 

To fix this issue, reenter the user's email address in the Users application as 

lowercase text: 

1. In the service user interface, select Go To > Security > Users. 

2. On the List tab, search for the user's ID. Click the user ID in the list. 

3. On the User tab, enter the user's email address in the Primary E-mail field as 

lowercase text. 

4. Click the Save User icon. 

Unable to login to application 

Problem: If you login to the application and accidently include a space at the end 

of the username, access will be denied. 


Workaround: You must ensure that the username contains no trailing spaces when 

logging into the application. This can happen if the username is copied and pasted 

into the unername field, with a space at the end by mistake. 

Unable to switch between languages on the login page 

Problem: When Tivoli Foundations Service Manager is using MSAD for 

authentication, you are unable to change the language on the MAXIMO login page 

after it has been selected once. Once selected if you change to another language it 

will revert back to the first selected language. 



Workaround: If you want to choose a different language after it has already been 

selected, you must terminate the browser session, then restart the browser and you 

can now select the new language in the MAXIMO login page.

Unset DNS forwarding after the uninstall 

After you uninstall IBM Tivoli Foundations Service Manager, if required, you can 

unset the DNS forwarding . 


Use this task to unset the DNS forwarding after the IBM Tivoli Foundations 

Service Manager uninstall. 

Procedure 

Run the following Lotus Foundations command: uni set /cfg/DNS/Forwarder 

Results 

DNS forwarding is now unset. 

Untracked survey URL returns HTTP error 500 

Problem: If you create a survey template and leave the Sub Header blank and 

then proceed to use this template in a survey, the untracked URL will return an 

error code 500 when pasted into a browser. 


This task explains how this issue is produced. Refer to the Administering Surveys 

section of the infocenter for more information on the steps in this procedure. 

Procedure 

1. Create a new survey template leaving the Sub Header blank but populating 

the Header and Footer fields. 

2. Create new questions using the Questions application. 

3. Create a new survey using the survey template just created and add the new 

questions. 

4. Save the survey. 

5. Activate the survey. 

6. Copy the untracked URL into a browser. 

7. Notice that the browser displays an HTTP 500 Error code. 

Results 

Workaround: When creating a survey template, you must ensure that all fields in 

the survey template are populated. 

Warning message displayed on Start Center after upgrade 

After you upgrade from Tivoli Foundations Service Manager 1.1.1 to Tivoli 

Foundations Service Manager 1.2, a warning message may be displayed on the 

Start Center page, for example "You can no longer use the Administrator Start 

Center...". The Start Center will automatically update for the user during the 

installation process so this issue will be automatically resolved. 


More resources 

Web replay scenarios not working after upgrade 

Problem: After upgrade is complete, web replay scenarios that were recorded in 

Foundations Service Manager 1.1.1 will not work withFoundations Service 

Manager 1.2 for certain applications. 



Solution: Web replays scenarios associated with applications that have been 

modified or updated since Foundations Service Manager 1.1.1 must be manually 

updated and additional steps recorded or removed to incorporate new features in 

the upgraded application. 

Procedure 

Information on creating Web Replay Scenarios can be found in the Web Replay 

Users Guide 

Related tasks 

Post upgrade steps 

After the upgrade has finished, there are a number of steps that must be 

completed. 

Related information 

Web Replay Users Guide 

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-Group-ProductAbbreviation- 

-XXnnnn. Therefore, fixes for Foundations Service Manager follow 

either of the following conventions: 

v v.r.m-TIV-FSM-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 1.1.1.2-TIV-FSM-IF0002, which is version 1, release 1, 

modification 1, fix level 2 of Foundations Service 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 Foundations Service 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 Foundations Service Manager Version 1.2, 

follow these steps: 

1. Go to the IBM Software Support Web site for Foundations Service Manager at 

http://www.ibm.com/support/entry/portal/Overview/Software/Tivoli/ 

Tivoli_Foundations_Service_Manager, 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 

Reports 

These topics describe reports that you can generate to obtain information about 

Service Desk or Service Catalog tickets. These topics also cover best practices 

content that is provided for Service Desk. Finally, these topics provide Service 

Catalog service descriptions. 

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 the reports into your product environment so that you can run, 

view and print the reports. 

Importing reports manually 

The reports that are provided with Tivoli Foundations Service 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. 


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 Tivoli Foundations Service 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 Tivoli Foundations Service 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. 


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 


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. 


Perform the following steps to print a report: 

Procedure 

1. Perform the steps in “Running and viewing reports” on page 42 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. 

Service Desk reports 

The following topics list the Service Desk reports, by application, that are provided 

with this product. In the tables, the filename for each report is provided below the 

report name. 

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. 

Chapter 2. Reference 43

Service Desk report: Incidents 

application Description 

Open Ticket Detail * 

open_tickets.rptdesign 

Incident List * 

ticket.rptdesign 

Service Desk Contact, Response and 

Resolution * 

service_desk_resp_res.rptdesign 

Incident Details * 

ticketprint.rptdesign 

Total Number of Incidents 

totals_tsd.rptdesign 

Average Time to Close Incidents 

avg_close_time_tsd.rptdesign 

Average Cost Per Incident 

avg_cost_tsd.rptdesign 

Volume Report for Incidents 

incident_volume_tsd.rptdesign 

Disposition Report for Incident 

Management 

incident_disposition_tsd.rptdesign 

Incident Survey 

inc_survey_tsd.rptdesign 


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. 

Lists and displays comprehensive information about reported incidents, with 

links to the Incident Details report for each incident in the list. 

For a specified site and date range, shows the average and maximum times 

for contact, response and resolution following submission of incidents. 

Displays comprehensive information about an incident. This report is 

displayed when you click the name of an incident that is listed in another 

report. You must have the other report open in order to access the Incident 

Details report. 

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 

priority to lowest. 

For a specified date range, provides a list of closed incidents, grouped by 

internal priority. Also displays the average close time. 

Parameters: 

Service: values for ticket.commodity 

Servicegroup: values for ticket.commoditygroup 

For a specified date range, lists incidents and shows the status, internal 

priority, impact, urgency, service, service group, and actual cost for each 

listed incident. 

Parameters: 



Status: values for status 

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 

parameter that you specify. 

Parameters: 

Attributegrouping: internalpriority, reportedpriority, status, owner 

Subgrouping: internalpriority, reportedpriority, status, owner, ticketid 

For a specified date range, shows a list of incidents that spawn service 

requests, work orders, problems, and other incidents. 

Shows the results of the Incident Survey, which is a predefined survey that is 

provided with the Survey application. 

Problems reports 

The following table lists the reports that are provided for the Problems application.






Service Desk report: Problems application Description 


For a specified location, displays problems that have a 

status of Closed or a status of Resolved. Incidents are 


sorted by internal priority and ticket ID. 

Problem List * 

Lists and displays comprehensive information about 

reported problems, with links to the Problem Details 


report for each incident in the list. 

Service Desk Contact, Response and Resolution * For a specified site and date range, shows the average 

and maximum times for contact, response and resolution 


following submission of problems. 

Problem Details * 

Displays comprehensive information about a problem. 

This report is displayed when you click the name of an 


problem that is listed in another report. You must have 

the other report open in order to access the Problem 

Details report. 

Total Number of Problems 

Shows the number of total problem reports. In addition, 

for each status and for a specified date range, lists 


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 


grouop, and actual cost for each listed incident. 

Average Time to Close Problems 


Problem Resolution 

problem_resolution_tsd.rptdesign 

Volume Report for Problem Management 

problem_volume_tsd.rptdesign 

Disposition Report for Problem Management 

problem_disposition_tsd.rptdesign 

Parameters: 


Servicegroup: values for ticket.commoditygrouop 


For a specified date range, provides a list of closed 

problems, grouped by internal priority. Also displays the 

average close time. 

For a specified date range, lists problems and shows the 

status, internal priority, impact, urgency, service, service 

group, and actual cost for each listed problem. 

For a specified date range and problem attribute or 

attributes, displays a list of problem tickets for a 

particular agent. Also displays problems ordered by a 

parameter that you specify. 

Parameters: 

Attributegrouping: internalpriority, reportedpriority, 

status, owner 

Subgrouping: internalpriority, reportedpriority, status, 

owner, ticketid 

For a specified date range, shows a list of problems that 

spawn service requests, work order, other problems and 

incidents. 


Service Desk report: Problems application Description 

Incident Generation for Problem Management - Known 

Error 

pro_inc_gen_known_error_tsd.rptdesign 

Incident Generation for Problem Management 

pro_inc_gen_unknown_error_tsd.rptdesign 

Elapsed Time for Unresolved Problems 

elapsed_time_to_close_problems_tsd.rptdesign 

Problem Survey 

pro_survey_tsd.rptdesign 

Shows problems with known errors that spawn 

incidents. 

Shows problems without known errors that spawn 

incidents. 

For a specified date range, shows elapsed time for 

unresolved problems. 

Shows the results of the Problem Survey, which is a 

predefined survey that is provided by the Survey 

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 


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 


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 List * 

Lists and displays comprehensive information about 

service desk tickets, with links to the Service Desk 


Details report for each ticket in the list. 

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: 

Volume Report for Service Request Management 

sr_volume_tsd.rptdesign 


App: sr, incident, problem 

For a specified date range and problem attribute or 

attributes, displays a list of service request tickets for a 

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

Service Desk report: Service Requests application Description 

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 

and maximum times for contact, response and resolution 


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. 


For a specified location, displays service requests that 

have a status of Closed or a status of Resolved. Service 


request tickets are sorted by internal priority and ticket 

ID. 

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 


displays the average close time. 

Average Cost Per Service Request 


Parameters: 



For a specified date range, lists service requests and 

shows the status, internal priority, impact, urgency, 

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. 


Service Desk report: Solutions application Description 

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. 

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. 

Change Management roles and application access rights 

Each CCMDB user role has a specific set of application access rights. This table 

lists the application access for each role in the change management process. 

Roles and application access rights 

Table 1. Legend for Change management application access rights 

Application access abbreviation Meaning 

Full rights Read, Write, Update 

Read Access Read only 

Run Reports Run Reports 

Table 2. 

Application 


Change 

Manager 

access 

rights 

Change 

Owner 

access 

rights 

Changes Full rights Full rights 

on owned 

changes. 

Read access 

on changes 

you don't 

own. 

Change 

Admin 

access 

rights 

Full rights 

Change 

Approver 

access 

rights 

Change 

Analyst 

access 

rights 

Change 

Implement 

access 

rights

Table 2. (continued) 

Change 

Manager 

access 

rights 

Change 

Owner 

access 

rights 

Change 

Admin 

access 

rights 

Change 

Approver 

access 

rights 

Change 

Analyst 

access 

rights 

Change 

Implement 

access 

rights 

Application 

Task 

Scheduler 

Full rights Read access Full rights Read access Read access 

Change Full rights Read access Full rights Read access Read access 

Implementation 

Scheduler 

Process 

requests 

Read access 

Full rights 

on the 

Process 

Request 

application 

for an RFC 

you own. 

Read access Read access Read access 

Job plans 

Inbox 

Full rights Read access Full rights 

Bulletin 

board 

Full rights Read access Full rights 

Work View Full rights Read access 

KPI 

manager 

Full rights Read access 

Escalations 

application 

Full rights Full rights 

Workflow Full rights Full rights 

Domains Full rights 

Report Full rights Read access Full rights Run reports Run reports 

Administration 

on: on: 

Change, Change, 

Process Process 

Request, Request, 

Activities Activities 

and Tasks and Tasks 

applications. applications. 

Incident Full rights Read access 

Problem Full rights Read access 

Activities Full rights Read access Read access Full access Full access 

to Activity 

for tasks 

you own. 

Ticket 

Template 


Release 

PMP 

View access View access 

SLA View access View access 

Workorder 

tracking 





Change Change Change Change Change Change 

Manager Owner Admin Approver Analyst Implement 

access access access access access access 

Application rights rights rights rights rights rights 

Assignment 

manager 

Full rights Read access Read access 

CI Full rights Read access Full rights Read access Read access Read access 

Collections Full rights Read access Full rights Full rights Full rights 

Change 

Window 

Full rights Read access Full rights Read access Read access 

Task Full rights Full rights 

on tasks 

you own or 

if you are a 

member of 

the 

task-owner 

group. 

Full rights Full rights 

Classifications Activities 

application 

for any 

Activity of 

a Change 

you own 

Application 

designer 

Communication 

templates 

Full rights 

Full rights 

Read access 

on all other 

tasks. 

Full rights Run reports 

(on 

Change, 

Process 

Request, 

Activities 

and Tasks 

applications) 

Database 

configuration 

Full rights 

Resources Full rights Full access 

on Change 

tasks if you 

are owner 

of task or a 

member of 

the 

task-owner 

group. 

Reporting Full rights 

Job plans Full rights 

Security Full rights

Service Desk content 


Change 

Manager 

access 

Application rights 

System 

configuration 

Task 

management 

Change 

Owner 

access 

rights 

Change 

Admin 

access 

rights 

Full rights 

Full rights 

Settings Full rights 

Condition 

Full rights 

expression 

manager 

Actions Full rights 

Escalations Full rights 

Change 

Approver 

access 

rights 

Change 

Analyst 

access 

rights 

Change 

Implement 

access 

rights 

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 3. 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, 









PMINCMGR ACTION, ACTIONSCFG, ACTIVITY, ASSET, ASSETCAT, BBOARD, 









PMINCOWN ACTION, ACTIONSCFG, ACTIVITY, ASSET, ASSETCAT, BBOARD, 








WFADMIN, WFDESIGN, WORKVIEW, WOTRACK

Table 3. Group to Application List (continued) 


PMPRBADM ACTION, ACTIONSCFG, ACTIVITY, ACTUALCI, ASSET, ASSETCAT, BBOARD, 























PMPRBANAL ACTION, ACTIONSCFG, ACTIVITY, ASSET, ASSETCAT, BBOARD, 









PMPRBMGR ACTION, ACTIONSCFG, ACTIVITY, ASSET, ASSETCAT, BBOARD, 









PMPRBOWN ACTION, ACTIONSCFG, ACTIVITY, ASSET, ASSETCAT, BBOARD, 











Table 3. Group to Application List (continued) 


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 4. Service Desk Security Group Authorization 

Read Insert Save Delete 

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 

ACTION 

ASSET 

ASSETCAT 

BBOARD 

CALENDR 

CHANGE 

CI 

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 

EMAILSTNER 

ENDPOINT 

ESCALATION 

EXCHANGE 

EXTSYSTEM 

FAILURE 

FEATURE 

FINCNTRL 

FORGOTPSWD 

HAZARDS 

IM 

INCIDENT 

INTOBJECT 

INTSRV 

INVOICE 

INVOKE 

ITEM 

JOBPLAN 

ACTION 

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 

CRONTASK 

CURRENCY 

DEPLGROUPS 

DESIGNER 

DM 

DOMAINADM 

DPAMADPT 

DPAMMANU 

DPAMOS 

DPAMPROC 

DPAMSW 

DPAMSWS 

DPAMSWUSG 

EMAILSTNER 

ENDPOINT 

ESCALATION 

EXCHANGE 

EXTSYSTEM 

FAILURE 

FEATURE 

FINCNTRL 

FORGOTPSWD 

HAZARDS 

IM 

INCIDENT 

INTOBJECT 

INTSRV 

ACTION 

ACTIVITY 

ASSET 

ASSETCAT 

BBOARD 

CALENDR 

CHANGE 

CI 

COLLECTION 

COMMTMPLT 

COMPANY 

COMPMASTER 

COND 

CONDCODE 

CONDEXPMGR 

CONFIGUR 

CRAFT 

CRONTASK 

CURRENCY 

DEPLGROUPS 

DM 

DOMAINADM 

DPAMADPT 

DPAMMANU 

DPAMOS 

DPAMPROC 

DPAMSW 

DPAMSWS 

DPAMSWUSG 

DPLDASSET 

EMAILSTNER 

ENDPOINT 

ESCALATION 

EXCHANGE 

EXTSYSTEM 

FAILURE 

FEATURE 

FINCNTRL 

HAZARDS 

IM 

INCIDENT 

INTERROR 

INTOBJECT 

INTSRV 

INVOICE 

INVOKE 

JOBPLAN 

KPI 

LABOR 

LAUNCH 

LMO 

LOCATION 

MASTERPM 

METER 

METERGRP 


Table 4. Service Desk Security Group Authorization (continued) 


PMINCADM 

(continued) 

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 

KPI 

LABOR 

LAUNCH 

LMO 

LOCATION 

MASTERPM 

METER 

METERGRP 

MULTISITE 

PERSON 

PERSONGR 

PM 

PO 

PR 

PRECAUTN 

PRIORITY 

PROBLEM 

PUBLISH 

QUAL 

QUICKREP 

RCNCMPRULE 

RCNLNKRULE 

RCNTSKFLTR 

RECONTASK 

RELATION 

RELEASE 

REPORT 

RFQ 

ROLE 

ROUTES 

SAFEPLAN 

SECURGROUP 

SELFREG 

SETS 

SLA 

SOLUTION 

SR 

SRVCOMMOD 

SRVITEM 

STOREROOM 

TAGLOCKS 

TKTEMPLATE 

TOOL 

TOOLBOX 

USER 

WFDESIGN 

WOTRACK 

INVENTOR 

INVISSUE 

INVOICE 

INVOKE 

ITEM 

JOBPLAN 

KPI 

LABOR 

LABREP 

LAUNCH 

LMO 

LOCATION 

LOGGING 

MASTERPM 

METER 

METERGRP 

MULTISITE 

OBJSEARCH 

PERSON 

PERSONGR 

PM 

PO 

PR 

PRECAUTN 

PRIORITY 

PROBLEM 

PROPMAINT 

PUBLISH 

QUAL 

QUICKREP 

RCNASTRSLT 

RCNCIRSLT 

RCNCMPRULE 

RCNLNKRULE 

RCNTSKFLTR 

RECEIPTS 

RECONTASK 

RELATION 

RELEASE 

REPORT 

RFQ 

ROLE 

ROUTES 

SAFEPLAN 

SECURGROUP 

SELFREG 

SETS 

SLA 

SOLUTION 

SR 

MULTISITE 

NDASSET 

NPASSET 

PERSON 

PERSONGR 

PM 

PRECAUTN 

PROBLEM 

PUBLISH 

QUAL 

QUICKREP 

RCNASTLINK 

RCNASTRSLT 

RCNCILINK 

RCNCIRSLT 

RCNCMPRULE 

RCNLNKRULE 

RCNTSKFLTR 

RECONTASK 

RELATION 

RELEASE 

REPORT 

ROLE 

ROUTES 

SAFEPLAN 

SECURGROUP 

SETS 

SFWLICVIEW 

SLA 

SOLUTION 

SR 

SRVCOMMOD 

STOREROOM 

TAGLOCKS 

TKTEMPLATE 

TOOLBOX 

USER 

WFDESIGN 

WOTRACK 

WSREGISTRY 

56 Troubleshooting and Support


PMINCADM 

(continued) 


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 

SRMSEARCH 

SRVCOMMOD 

SRVITEM 

STOREROOM 

TAGLOCKS 

TERMCOND 

TKTEMPLATE 

TOOL 

TOOLBOX 

TOOLINV 

USER 

WFDESIGN 

WORKMAN 

WOTRACK 

WSREGISTRY 




PMINCANAL 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 


BBOARD 

COMMTMPLT 

CREATESR 

ESCALATION 

INCIDENT 

KPI 

LOCATION 

PROBLEM 

QUICKREP 

REPORT 

SOLUTION 

SR 

TKTEMPLATE 

WOTRACK 

ACTIVITY 

ASSETCAT 

BBOARD 

CHANGEPSWD 

COMMTMPLT 

ESCALATION 

INCIDENT 

KPI 

LOCATION 

PROBLEM 

QUICKREP 

REPORT 

SOLUTION 

SR 

TKTEMPLATE 

WOTRACK 

ACTIVITY 

BBOARD 

COMMTMPLT 

INCIDENT 

KPI 

PROBLEM 

REPORT 

SOLUTION 

SR 

WOTRACK


PMINCMGR 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 


ASSETCAT 

BBOARD 

COMMTMPLT 

CONTLABOR 

CONTLEASE 

CONTMASTER 

CONTWARRTY 

CREATESR 

ESCALATION 

FAILURE 

INCIDENT 

KPI LOCATION 

PROBLEM 

QUICKREP 

REPORT 

SOLUTION 

SR 

TKTEMPLATE 

WOTRACK 

ACTIVITY 

ASSETCAT 

BBOARD 

CHANGEPSWD 

COMMTMPLT 

CONTLABOR 

CONTLEASE 

CONTMASTER 

CONTWARRTY 

ESCALATION 

FAILURE 

INCIDENT 

KPI LOCATION 

PROBLEM 

QUICKREP 

REPORT 

SOLUTION 

SR 

TKTEMPLATE 

WOTRACK 

ACTIVITY 

ASSETCAT 

BBOARD 

COMMTMPLT 

ESCALATION 

FAILURE 

INCIDENT 

KPI 

PROBLEM 

REPORT 

SOLUTION 

SR 

WOTRACK 




PMINCOWN 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 


BBOARD 

COMMTMPLT 

CREATESR 

ESCALATION 

INCIDENT 

KPI 

LOCATION 

PROBLEM 

QUICKREP 

REPORT 

SOLUTION 

SR 

TKTEMPLATE 

WOTRACK 

ACTIVITY 

ASSETCAT 

BBOARD 

CHANGEPSWD 

COMMTMPLT 

ESCALATION 

INCIDENT 

KPI 

LOCATION 

PROBLEM 

QUICKREP 

REPORT 

SOLUTION 

SR 

TKTEMPLATE 

WOTRACK 

ACTIVITY 

BBOARD 

COMMTMPLT 

INCIDENT 

KPI 

PROBLEM 

REPORT 

SOLUTION 

SR 

WOTRACK



PMPRBADM 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 

ACTION 

ASSET 

ASSETCAT 

BBOARD 

CALENDR 

CHANGE 

CI 

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 

EMAILSTNER 

ENDPOINT 

ESCALATION 

EXCHANGE 

EXTSYSTEM 

FAILURE 

FEATURE 

FINCNTRL 

FORGOTPSWD 

HAZARDS 

IM INCIDENT 

INTOBJECT 

INTSRV 

INVOICE 

INVOKE ITEM 

JOBPLAN 

KPI 

ACTION 

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 

CRONTASK 

CURRENCY 

DEPLGROUPS 

DESIGNER 

DM 

DOMAINADM 

DPAMADPT 

DPAMMANU 

DPAMOS 

DPAMPROC 

DPAMSW 

DPAMSWS 

DPAMSWUSG 

EMAILSTNER 

ENDPOINT 

ESCALATION 

EXCHANGE 

EXTSYSTEM 

FAILURE 

FEATURE 

FINCNTRL 

FORGOTPSWD 

HAZARDS 

IM 

INCIDENT 

INTOBJECT 

INTSRV 

INVENTOR 

INVISSUE 

ACTION 

ACTIVITY 

ASSET 

ASSETCAT 

BBOARD 

CALENDR 

CHANGE 

CI 

COLLECTION 

COMMTMPLT 

COMPANY 

COMPMASTER 

COND 

CONDCODE 

CONDEXPMGR 

CONFIGUR 

CRAFT 

CRONTASK 

CURRENCY 

DEPLGROUPS 

DM 

DOMAINADM 

DPAMADPT 

DPAMMANU 

DPAMOS 

DPAMPROC 

DPAMSW 

DPAMSWS 

DPAMSWUSG 

DPLDASSET 

EMAILSTNER 

ENDPOINT 

ESCALATION 

EXCHANGE 

EXTSYSTEM 

FAILURE 

FEATURE 

FINCNTRL 

HAZARDS 

IM 

INCIDENT 

INTERROR 

INTOBJECT 

INTSRV 

INVOICE 

INVOKE 

JOBPLAN 

KPI 

LABOR 

LAUNCH 

LMO 

LOCATION 

MASTERPM 

METER 

METERGRP 

MULTISITE 

NDASSET 




PMPRBADM 

(continued) 

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 

LABOR 

LAUNCH 

LMO 

LOCATION 

MASTERPM 

METER 

METERGRP 

MULTISITE 

PERSON 

PERSONGR 

PM 

PO 

PR 

PRECAUTN 

PRIORITY 

PROBLEM 

PUBLISH 

QUAL 

QUICKREP 

RCNCMPRULE 

RCNLNKRULE 

RCNTSKFLTR 

RECONTASK 

RELATION 

RELEASE 

REPORT 

RFQ 

ROLE 

ROUTES 

SAFEPLAN 

SECURGROUP 

SELFREG 

SETS 

SLA 

SOLUTION 

SR 

SRVCOMMOD 

SRVITEM 

STOREROOM 

TAGLOCKS 

TKTEMPLATE 

TOOL 

TOOLBOX 

USER 

WFDESIGN 

WOTRACK 

INVOICE 

INVOKE 

ITEM 

JOBPLAN 

KPI 

LABOR 

LABREP 

LAUNCH 

LMO 

LOCATION 

LOGGING 

MASTERPM 

METER 

METERGRP 

MULTISITE 

OBJSEARCH 

PERSON 

PERSONGR 

PM 

PO 

PR 

PRECAUTN 

PRIORITY 

PROBLEM 

PROPMAINT 

PUBLISH 

QUAL 

QUICKREP 

RCNASTRSLT 

RCNCIRSLT 

RCNCMPRULE 

RCNLNKRULE 

RCNTSKFLTR 

RECEIPTS 

RECONTASK 

RELATION 

RELEASE 

REPORT 

RFQ 

ROLE 

ROUTES 

SAFEPLAN 

SECURGROUP 

SELFREG 

SETS 

SLA 

SOLUTION 

SR 

SRMSEARCH 

SRVCOMMOD 

SRVITEM 

STOREROOM 

TAGLOCKS 

TERMCOND 

TKTEMPLA 

NPASSET 

PERSON 

PERSONGR 

PM 

PRECAUTN 

PROBLEM 

PUBLISH 

QUAL 

QUICKREP 

RCNASTLINK 

RCNASTRSLT 

RCNCILINK 

RCNCIRSLT 

RCNCMPRULE 

RCNLNKRULE 

RCNTSKFLTR 

RECONTASK 

RELATION 

RELEASE 

REPORT 

ROLE 

ROUTES 

SAFEPLAN 

SECURGROUP 

SETS 

SFWLICVIEW 

SLA 

SOLUTION 

SR 

SRVCOMMOD 

STOREROOM 

TAGLOCKS 

TKTEMPLATE 

TOOLBOX 

USER 

WFDESIGN 

WOTRACK 

WSREGISTRY 



PMPRBADM 

(continued) 


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 

TE 

TOOL 

TOOLBOX 

TOOLINV 

USER 

WFDESIGN 

WORKMAN 

WOTRACK 

WSREGISTRY 




PMPRBANAL 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 


BBOARD 

COMMTMPLT 

CREATESR 

ESCALATION 

INCIDENT 

KPI 

LOCATION 

PROBLEM 

QUICKREP 

REPORT 

SOLUTION 

SR 

TKTEMPLATE 

WOTRACK 

ACTIVITY 

ASSETCAT 

BBOARD 

CHANGEPSWD 

COMMTMPLT 

ESCALATION 

INCIDENT 

KPI 

LOCATION 

PROBLEM 

QUICKREP 

REPORT 

SOLUTION 

SR 

TKTEMPLATE 

WOTRACK 

ACTIVITY 

BBOARD 

COMMTMPLT 

INCIDENT 

KPI 

PROBLEM 

REPORT 

SOLUTION 

SR 

WOTRACK


PMPRBMGR 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 


ASSETCAT 

BBOARD 

COMMTMPLT 

CONTLABOR 

CONTLEASE 

CONTMASTER 

CONTWARRTY 

CREATESR 

ESCALATION 

FAILURE 

INCIDENT 

KPI 

LOCATION 

PROBLEM 

QUICKREP 

REPORT 

SOLUTION 

SR 

TKTEMPLATE 

WOTRACK 

ACTIVITY 

ASSETCAT 

BBOARD 

CHANGEPSWD 

COMMTMPLT 

CONTLABOR 

CONTLEASE 

CONTMASTER 

CONTWARRTY 

ESCALATION 

FAILURE 

INCIDENT 

KPI 

LOCATION 

PROBLEM 

QUICKREP 

REPORT 

SOLUTION 

SR 

TKTEMPLATE 

WOTRACK 

ACTIVITY 

ASSETCAT 

BBOARD 

COMMTMPLT 

ESCALATION 

FAILURE 

INCIDENT 

KPI 

PROBLEM 

REPORT 

SOLUTION 

SR 

WOTRACK 




PMPRBOWN 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 


BBOARD 

COMMTMPLT 

CREATESR 

ESCALATION 

INCIDENT 

KPI LOCATION 

PROBLEM 

QUICKREP 

REPORT 

SOLUTION 

SR 

TKTEMPLATE 

WOTRACK 

ACTIVITY 

ASSETCAT 

BBOARD 

CHANGEPSWD 

COMMTMPLT 

ESCALATION 

INCIDENT 

KPI 

LOCATION 

PROBLEM 

QUICKREP 

REPORT 

SOLUTION 

SR 

TKTEMPLATE 

WOTRACK 

ACTIVITY 

BBOARD 

COMMTMPLT 

INCIDENT 

KPI 

PROBLEM 

REPORT 

SOLUTION 

SR 

WOTRACK



PMUSRADM 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 

ACTION 

ASSET 

ASSETCAT 

BBOARD 

CALENDR 

CHANGE 

CI 

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 

EMAILSTNER 

ENDPOINT 

ESCALATION 

EXCHANGE 

EXTSYSTEM 

FAILURE 

FEATURE 

FINCNTRL 

FORGOTPSWD 

HAZARDS 

IM 

INCIDENT 

INTOBJECT 

INTSRV 

INVOICE 

INVOKE 

ITEM 

JOBPLAN 

KPI 

ACTION 

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 

CRONTASK 

CURRENCY 

DEPLGROUPS 

DESIGNER 

DM 

DOMAINADM 

DPAMADPT 

DPAMMANU 

DPAMOS 

DPAMPROC 

DPAMSW 

DPAMSWS 

DPAMSWUSG 

EMAILSTNER 

ENDPOINT 

ESCALATION 

EXCHANGE 

EXTSYSTEM 

FAILURE 

FEATURE 

FINCNTRL 

FORGOTPSWD 

HAZARDS 

IM 

INCIDENT 

INTOBJECT 

INTSRV 

INVENTOR 

INVISSUE 

ACTION 

ACTIVITY 

ASSET 

ASSETCAT 

BBOARD 

CALENDR 

CHANGE 

CI 

COLLECTION 

COMMTMPLT 

COMPANY 

COMPMASTER 

COND 

CONDCODE 

CONDEXPMGR 

CONFIGUR 

CRAFT 

CRONTASK 

CURRENCY 

DEPLGROUPS 

DM 

DOMAINADM 

DPAMADPT 

DPAMMANU 

DPAMOS 

DPAMPROC 

DPAMSW 

DPAMSWS 

DPAMSWUSG 

DPLDASSET 

EMAILSTNER 

ENDPOINT 

ESCALATION 

EXCHANGE 

EXTSYSTEM 

FAILURE 

FEATURE 

FINCNTRL 

HAZARDS 

IM 

INCIDENT 

INTERROR 

INTOBJECT 

INTSRV 

INVOICE 

INVOKE 

JOBPLAN 

KPI 

LABOR 

LAUNCH 

LMO 

LOCATION 

MASTERPM 

METER 

METERGRP 

MULTISITE 

NDASSET 




PMUSRADM 

(continued) 

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 

LABOR 

LAUNCH 

LMO 

LOCATION 

MASTERPM 

METER 

METERGRP 

MULTISITE 

PERSON 

PERSONGR 

PM 

PO 

PR 

PRECAUTN 

PRIORITY 

PROBLEM 

PUBLISH 

QUAL 

QUICKREP 

RCNCMPRULE 

RCNLNKRULE 

RCNTSKFLTR 

RECONTASK 

RELATION 

RELEASE 

REPORT 

RFQ 

ROLE 

ROUTES 

SAFEPLAN 

SECURGROUP 

SELFREG 

SETS 

SLA 

SOLUTION 

SR 

SRVCOMMOD 

SRVITEM 

STOREROOM 

TAGLOCKS 

TKTEMPLATE 

TOOL 

TOOLBOX 

USER 

WFDESIGN 

WOTRACK 

INVOICE 

INVOKE 

ITEM 

JOBPLAN 

KPI 

LABOR 

LABREP 

LAUNCH 

LMO 

LOCATION 

LOGGING 

MASTERPM 

METER 

METERGRP 

MULTISITE 

OBJSEARCH 

PERSON 

PERSONGR 

PM 

PO 

PR 

PRECAUTN 

PRIORITY 

PROBLEM 

PROPMAINT 

PUBLISH 

QUAL 

QUICKREP 

RCNASTRSLT 

RCNCIRSLT 

RCNCMPRULE 

RCNLNKRULE 

RCNTSKFLTR 

RECEIPTS 

RECONTASK 

RELATION 

RELEASE 

REPORT 

RFQ 

ROLE 

ROUTES 

SAFEPLAN 

SECURGROUP 

SELFREG 

SETS 

SLA 

SOLUTION 

SR 

SRMSEARCH 

SRVCOMMOD 

SRVITEM 

STOREROOM 

TAGLOCKS 

TERMCOND 

TKTEMPLATE 

NPASSET 

PERSON 

PERSONGR 

PM 

PRECAUTN 

PROBLEM 

PUBLISH 

QUAL 

QUICKREP 

RCNASTLINK 

RCNASTRSLT 

RCNCILINK 

RCNCIRSLT 

RCNCMPRULE 

RCNLNKRULE 

RCNTSKFLTR 

RECONTASK 

RELATION 

RELEASE 

REPORT 

ROLE 

ROUTES 

SAFEPLAN 

SECURGROUP 

SETS 

S 

FWLICVIEW 

SLA 

SOLUTION 

SR 

SRVCOMMOD 

STOREROOM 

TAGLOCKS 

TKTEMPLATE 

TOOLBOX 

USER 

WFDESIGN 

WOTRACK 

WSREGISTRY 



PMUSRADM 

(continued) 


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 

TOOL 

TOOLBOX 

TOOLINV 

USER 

WFDESIGN 

WORKMAN 

WOTRACK 

WSREGISTRY 




PMUSRANAL 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 


BBOARD 

COMMTMPLT 

CREATESR 

ESCALATION 

INCIDENT 

KPI 

LOCATION 

PROBLEM 

QUICKREP 

REPORT 

SOLUTION 

SR 

TKTEMPLATE 

WOTRACK 

ACTIVITY 

ASSETCAT 

BBOARD 

CHANGEPSWD 

COMMTMPLT 

ESCALATION 

INCIDENT 

KPI 

LOCATION 

PROBLEM 

QUICKREP 

REPORT 

SOLUTION 

SR 

TKTEMPLATE 

WOTRACK 

ACTIVITY 

BBOARD 

COMMTMPLT 

INCIDENT 

KPI 

PROBLEM 

REPORT 

S 

OLUTION 

SR 

WOTRACK


PMUSRMGR 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 


ASSETCAT 

BBOARD 

COMMTMPLT 

CONTLABOR 

CONTLEASE 

CONTMASTER 

CONTWARRTY 

CREATESR 

ESCALATION 

FAILURE 

INCIDENT 

KPI 

LOCATION 

PROBLEM 

QUICKREP 

REPORT 

SOLUTION 

SR 

TKTEMPLATE 

WOTRACK 

ACTIVITY 

ASSETCAT 

BBOARD 

CHANGEPSWD 

COMMTMPLT 

CONTLABOR 

CONTLEASE 

CONTMASTER 

CONTWARRTY 

ESCALATION 

FAILURE 

INCIDENT 

KPI 

LOCATION 

PROBLEM 

QUICKREP 

REPORT 

SOLUTION 

SR 

TKTEMPLATE 

WOTRACK 

ACTIVITY 

ASSETCAT 

BBOARD 

COMMTMPLT 

ESCALATION 

FAILURE 

INCIDENT 

KPI PROBLEM 

REPORT 

SOLUTION 

SR 

WOTRACK 


Best practices content for Service Desk 

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 for Service Desk 

Best practices 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, 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. The password for any user is the same 

as the user name. (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 

have rights to every action and every application. 

PMUSRADM 

PMUSRMGR User Contact Manager group. These users are 

responsible for the quality and integrity of the 

user contact management process. They interface 

with other process managers. 

PMUSRMGR 

PMUSRANAL User Contact Analyst group. These users are the 

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 

PMUSRANAL 

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 72 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. 

PMSRAVGTI 

See the PMSRLATE query description for definitions of late and at 

risk of being late. 

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 5. 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 automatically sent to the 

been created. The e-mail Reported By and Affected 

message includes the current Person users within one 

status of the service request day after a service request 

and the internal priority. is opened. 

CTSRRES Service request is 

resolved 

CTSRCLS Service request is 

closed 

Notifies the recipients that the 

service request has been 

resolved. The e-mail message 

includes the reported date of 

the service request, 

classification, and description. 



closed. The e-mail message 

includes the reported date of 

the service request, 

classification, and description. 

This communication is 

automatically sent to the 

Reported By and Affected 

Person users within one 

day after the service 

request status changes to 

RESOLVED. 



Reported By and Affected 

Person users within one 

day after the service 

request status changes to 

CLOSED. 

ESCSRRES 

ESCSRCLS 


Table 5. Predefined communication templates and automatic notifications for the Service Requests 

application (continued) 


CTSRCLS10 Service request is 

closed 

CTSRASN Service request is 

assigned 


This template is the same as 

the CTSRCLS template, but 

the conditions for automatic 

notification are different. 

Notifies all members of an 

owner group that a new 


assigned to the group and 

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: 

After a service request 

has been in RESOLVED 

status for 10 or more 

days, the service 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. 

The logged-in user must 

create a communication to 

send this e-mail 

notification. It is not 

automatic. 

ESCSRCLS10 

none 

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. The password for any user is the same 



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. 



PMINCADM Incident Administrator group. These users have 

rights to every action and every application. 

PMINCADM 

PMINCMGR Incident Manager group. These users create the 

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. 

PMINCMGR 

PMINCOWN Incident Owner group. These users oversee the 

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 

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 

PMINCOWN 

PMINCANAL 

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. 

PMINCAVGTI 

See the PMINCLATE query description for definitions of late and 


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 6. Predefined communication templates and automatic notifications for the Incidents application 


CTINCNEW Incident has Notifies the recipients that an This communication is ESCINCNEW 

been created incident record has been automatically sent to 

created. The e-mail message the Reported By and 

includes the current status of Affected Person users 

the incident and the internal within one day after 

priority. 

an incident is opened. 

CTINCRES Incident is 

resolved 

CTINCCLS Incident is 

closed 

CTINCCLS10 Incident is 

closed 

CTINCASN Incident is 

assigned 


incident has been resolved. 

The e-mail message includes 

the reported date of the 

incident, classification, 

description, and solution 

details. 


incident has been closed. The 


reported date of the incident, 

classification, description, and 

solution details. 


the CTINCCLS template, but 



Notifies all members of an 

owner group that a new 

incident has been assigned to 

the group and encourages 

anyone in the group to take 

ownership. The e-mail 

message includes the incident 

name, description, internal 

priority, affected person, and 

reported date. 

Content for problem management: 


automatically sent to 

the Reported By and 

Affected Person users 

within one day after 

the incident status 

changes to 

RESOLVED. 


automatically sent to 



within one day after 

the incident status 

changes to CLOSED. 

After an incident has 

been in RESOLVED 

status for 10 or more 

days, the 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. 

The logged-in user 

must create a 

communication to 

send this e-mail 

notification. It is not 

automatic. 

ESCINCRES 

ESCINCLS 

ESCINCCLS10 

none 


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. The password for any user is the same 



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. 



PMPRBADM Problem Administrator group. These users have 

rights to every action and every application. 

PMPRBADM 

PMPRBMGR Problem Manager group. These users are 

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. 

PMPRBMGR 

PMPRBOWN Problem Owner group. These users oversee the 

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 

matter experts in one or more areas. The Problem 

Analyst discovers incident trends, identifies 

problems, and determines the root cause of 

problems. 

Queries 


PMPRBOWN 

PMPRBANAL 

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. 

PMPRBAVGTI 

See the PMPRBLATE query description for definitions of late and 


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 7. 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. 

CTPRBCLS Problem is 

closed 

CTPRBCLS10 Problem is 

closed 



problem has been closed. The 


reported date of the problem, 

classification, description, and 

solution details. 


the CTPRBCLS template, but 





Reported By and 



problem status changes 

to CLOSED. 

After a problem has been 

in RESOLVED status for 

10 or more days, the 

problem is automatically 

changed to CLOSED 

status and this 

communication is sent to 




problem is closed. 

The ESCPRBCLS and 

ESCPRBCLS10 

escalations are 

coordinated so that only 

one notification is sent in 

case of a conflict. 

ESCPRBCLS 

ESCPRBCLS10

Table 7. Predefined communication templates and automatic notifications for the Problems application (continued) 


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 

ownership. The e-mail 

message includes the problem 

name, description, internal 

priority, affected person, and 

reported date. 

automatic. 

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 

log on to IBM Tivoli Service Request Manager 

7.1 using one of the administrator user IDs 

and passwords (PMUSRADMUSR, 

PMINCADMUSR, or PMPRBADMUSR), the 

following message is displayed when you try 

to create a new service request, incident, or 

problem: 

Cannot insert/update a record without a 

default insert site 

You want to modify or delete one or more 

queries provided by the best practices content 

but are not able to do so. 

You must configure the default site and storeroom values for the 

administrative user in order to create tickets. To configure these 

default values, perform the following steps: 

1. Select Security > Users from the Go To menu. 

2. In the User column, search for and click the administrator user 

ID (PMUSRADMUSR, PMINCADMUSR, or PMPRBADMUSR) 

to display values for this user. 

3. In the User Settings section, click the Select Value icon beside 

the Default Insert Site field, and select the 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 must be logged in under one of the following administrator 

user IDs to modify or delete the queries that are included with the 

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 

charts. The message "No data available to 

generate the chart" is displayed instead. 

Update the JVM setting on the IBM WebSphere or BEA WebLogic 

application server that supports your Maximo installation. 

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. 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 





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 




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 



21050106 Other 

210502 Fax Machine Issue 



21050203 Smell 



21050206 Other 

210503 Shredder Issue 


21050302 Smell 



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 

Johnson 

kimwill@acore.org PMINCMGR 

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 

Jones 

aureliog@acore.org PMINCANAL SRMHARD 

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. 

Robinson 

chrisrob@acore.org 

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 

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 


login name email securitygroupid persongroupid 

kitchensl Lena Kitchens kitchensl@acore.org 

marvinsm Marvin S. 

Mangicavallo 

marvinsm@acore.org 

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 

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 


login name securitygroupoid persongroupid 

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 

Notebook 

Computer 

SRMVEN SRMMAN 1250 SRMSITE SRMORG SRMISET IT OPERATING 

SRMEMAIL SRM10082007 SRMSITE SRM Email 

Server 


SRMPRINTER SRM1192007 SRMSITE SRM Printer SRMVEN SRMMAN 350 SRMSITE SRMORG SRMISET IT OPERATING 

SRMPHONE SRM92737 SRMSITE SRM Office 

Phone 


SRMDISPLAY SRM92137 SRMSITE SRM 

Monitor 


SRMMOUSE SRM19277 SRMSITE SRM Mouse SRMVEN SRMMAN 12 SRMSITE SRMORG SRMISET IT OPERATING 

SRMSCANNER SRM10077 SRMSITE SRM 

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 

Company 

USD MANUFACTURER 

SRMVEN SRM Vendor Company USD VENDOR 


Chapter 3. Messages 

This section provides explanations and operator responses for messages that you 

see while using the product. 

Foundations Service Manager messages 

Messages whose identifiers begin with "TFMSDA" are issued by the Foundations 

Service Manager applications. 

TFMSDA0300E Invalid Base Domain value: {0}. 

TFMSDA0301E Invalid hostname value: {0}. Please 

provide a fully qualified host name or 

IP address, ie, 1.2.3.4 

TFMSDA0302E Invalid value: {0} for {1}. Please 

provide a valid value 

TFMSDA0303E Invalid port: {0}. Port must be a 

number. 

TFMSDA0304E The system timed out when setting 

to Admin Mode. Go to the Database 

Configuration application and select the 

menu action 'Manage Admin Mode' to 

turn on Admin Mode. Then select the 

'Apply Configuration Changes' menu 

action. 

TFMSDA0305W WARNING: This will reconfigure 

some tables in the Maximo database. It 

is strongly recommended to create a 

backup of your database before running 

this scenario. Do not stop your server 

while this is running. Do you want to 

continue? 

TFMSDA0307W WARNING: This will run a script to 

configure Microsoft Active Directory 

Security. It is strongly recommended to 

create a backup of your service_manager 

team before running this scenario. Do 

not stop your server while this is 

running. Do you want to continue? 


TFMSDA0310E TFMSDA0339E 

TFMSDA0310E The configdb process is still 

running. Please wait and retry later. 

TFMSDA0315E Error Processing the file {0}\n 

TFMSDA0316E Cannot read from or write to the file 

TFMSDA0317W This will replace {0} with {1} in all 

the Attachments/Documents Paths in the 

Maximo database. Do you want to 

continue? 

TFMSDA0318W This will delete {0} in all the 

Attachments/Documents Paths in the 

Maximo database. Do you want to 

continue? 

TFMSDA0328E The activity was not successful 

TFMSDA0329E Action failed: another instance is 

still running, reschedule the instance to 

run after it has finished 

TFMSDA0330E WARNING: this will force the 

System to use the server with IP {0} as 

DNS Provider, instead of the Lotus 

Foundation default one. Do you want to 

continue? 

TFMSDA0332E The IP address does not have a valid 

format. 

TFMSDA0333E The DNS forwarding process has not 

been successful. 

TFMSDA0337E Local scan failed: host IP address not 

found. 

TFMSDA0338W WARNING: this will force the 

System to use the Lotus Foundation 

default DNS Provider. Do you want to 

continue? 

TFMSDA0339E Action failed: a DB Configuration is 

running, reschedule the instance to run 

when finished. 


TFMSDA0340E The organization can't be configured. 

SDA_DiscoverImportCronTask or other 

Cron Tasks are running. Try later. 

TFMSDA0342E {0} is not a valid Classification or 

Classification Path. It does not exist or 

is not unique. 

TFMSDA0343E You need to have "Can Access 

Inactive Sites" configured in order to 

perform this operation. This can be 

configured by an administrator via the 

Users application. 

TFMSDA0344W WARNING: This will run a script to 

configure the default Service Catalog 

Content. It is strongly recommended to 

create a backup of your service_manager 

team before running this scenario. Do 

not stop your server while this is 

running. Do you want to continue? 

TFMSDA0345E The default Service Catalog site has 

been successfully configured. 

TFMSDA0346E An error occurred during 

configuration. See the log for details. 

TFMSDA0347E The default Work Type for {0} has 

not been created:{1}. Please inform the 

Administrator. The Organization and 

Site Configuration process will 

continue. 

TFMSDA0349E Enter valid Enterprise Service and 

External System names as {0} and {1} 

parameters. 

TFMSDA0350E The parameter {0} must be associated 

to the entered parameter {1}. 

TFMSDA0351E The only {0} option for instance {1} is 

{2}. 

TFMSDA0352E The only {0} options are {1} and {2}. 

TFMSDA0340E TFMSDA0352E 

Chapter 3. Messages 97

TFMSDA0353E 

TFMSDA0353E The entered parameter {0} is not 

valid. 


TFMSDA0354E Do you want to delete the 

configuration item? \n Select Yes to 

delete the configuration item, select No 

to delete only the relationship to the 

configuration item, and select Cancel to 

cancel the change. 

TFMSDA0354E 


TFMSDA0355E 

TFMSDA0355E The Cron Task cannot be run until 

one Org and Site has been configured. 

Deactivate the instance. 


TFMSDA0356W WARNING: This will restart the 

services for all users. The system will be 

unavailable for several minutes until the 

server restarts.Do you want to 

continue? 

TFMSDA0356W 


TFMSDA0357E 

TFMSDA0357E The user interface timeout value 

should be whole minutes between 1 and 

1440. 


TFMSDA0359E The TPAE user interface timeout 

change has not been successful. Cannot 

update necessary web.xml files to make 

the change. 

TFMSDA0359E 


TFMSDA0360W 

TFMSDA0360W WARNING: this will reset the web 

user interface timeout to 30 minutes 

default. Do you want to continue? 


TFMSDA0363E Another dataloading session is 

currently ongoing. Please try again later. 

TFMSDA0363E 


TFMSDA0364E CTGRD00001E 

TFMSDA0364E ERROR: Dataload record import 

limit exceeded. The maximum number 

of records allowed to be imported at any 

one time is {0}. 

CTGRD 

This section contains messages that begin with the prefix CTGRD. 

CTGRD00000 The Process Manager application is 

not installed. 

Explanation: The Process Manager application is not 

installed. 

System action: 

User response: 

Administrator response: Install the Process Manager 

application. 

CTGRD00000E The Process Manager application is 


Explanation: The Process Manager application is not 

installed. 


User response: Install the Process Manager application 

Administrator response: Install the Process Manager 

application. 

CTGRD00001 The {0}/impact/urgency combination 

you selected already exists. 

Explanation: Another row in the priority matrix 

contains the same Type, Impact, and Urgency values 

that you entered. 


User response: Enter 

Administrator response: Delete the new row or 

change the values to a combination that does not 

already exist in the priority matrix. 

CTGRD00001E The {0}/impact/urgency combination 

you selected already exists. 

Explanation: Another row in the priority matrix 

contains the same Type, Impact, and Urgency values 

that you entered. 


User response: Delete the new row or change the 

values to a combination that does not already exist in 

the priority matrix. 

Administrator response: Delete the new row or 

change the values to a combination that does not 

already exist in the priority matrix. 


CTGRD00002 The Classification you entered is not 

valid/ 

Explanation: The Classification value you entered 

does not exist in the Classification set. 


User response: Enter a different classification value or 

select a value from the Select Value dialog box. 

Administrator response: 

CTGRD00002E The Classification you entered is not 

valid/ 

Explanation: The Classification value you entered 

does not exist in the Classification set. 


User response: Enter a different classification value or 

select a value from the Select Value dialog box. 


CTGRD00003 Cannot perform meter-related actions 

for asset {0} because there are no meters 

associated with the asset. Use the Assets 

application to associate a meter with 

this asset. 

Explanation: You must associate a meter with an asset 

before you can enter a meter reading or perform other 

meter-related actions for the asset. . 



Administrator response: Use the Assets application 

(in the Assets module) to associate a meter with the 

asset. 

CTGRD00003E Cannot perform meter-related actions 

for asset {0} because there are no meters 

associated with the asset. Use the Assets 

application to associate a meter with 

this asset. 



meter-related actions for the asset. . 


User response: Use the Assets application (in the 

Assets module) to associate a meter with the asset. 

Administrator response: Use the Assets application 

(in the Assets module) to associate a meter with the 

asset. 

CTGRD00002 CTGRD00003E 



CTGRD00004 No known errors were found for the 

given Classification. 

Explanation: The Show Known Errors dialog displays 

a list of Problem records that are marked as known 

errors and that match the classification specified in the 

current ticket record. No Problem tickets matching 

these criteria were found. 


User response: No user response is required. 

Administrator response: No user response is required. 

CTGRD00005 A solution must be specified in order 

to mark the problem as a known error. 

Explanation: Before you can select the Is Known Error 

check box, you must add a solution (including text in 

the Resolution field) to this problem record. 


User response: Use the Solution Details tab of this 

problem record to add a solution. Include text 

describing the solution details in the Resolution field. 

Administrator response: Use the Solution Details tab 

of this problem record to add a solution. Include text 


CTGRD00005E A solution must be specified in order 

to mark the problem as a known error. 


check box, you must add a solution (including text in 

the Resolution field) to this problem record. 


User response: Use the Solution Details tab of this 

problem record to add a solution. Include text 


Administrator response: Use the Solution Details tab 

of this problem record to add a solution. Include text 


CTGRD00006 This Impact value for the {0} ticket 

type was not found in the priority 

matrix. 

Explanation: The priority matrix specifies internal 

priorities for given combinations of ticket type, impact, 

and urgency. The ticket type can be Service Request, 

Incident, or Problem. When you enter values in the 

Impact and Urgency fields on the ticket record, the 

Internal Priority field is automatically filled based on 

existing values in the priority matrix. The impact you 

specified does not currently exist for this ticket type in 

the priority matrix table. 


User response: Go to the Priority Matrix application 


and add or edit a row in the priority matrix to include 

the impact value that you want to specify in the ticket 

record. 


CTGRD00006E This Impact value for the {0} ticket 


matrix. 







existing values in the priority matrix. The impact you 






the impact value that you want to specify in the ticket 

record. 


CTGRD00007 This Urgency value for the {0} ticket 


matrix. 







existing values in the priority matrix. The urgency you 






the urgency value that you want to specify in the ticket 

record. 


CTGRD00007E This Urgency value for the {0} ticket 


matrix. 







existing values in the priority matrix. The urgency you






the urgency value that you want to specify in the ticket 

record. 


CTGRD00008 This combination of Urgency and 

Impact values for the {0} ticket type was 

not found in the Priority Matrix. 







existing values in the priority matrix. The impact and 

urgency combination you specified does not currently 

exist for this ticket type in the priority matrix table. 




the impact and urgency combination that you want to 

specify in the ticket record. 


CTGRD00008E This combination of Urgency and 

Impact values for the {0} ticket type was 

not found in the Priority Matrix. 







existing values in the priority matrix. The impact and 

urgency combination you specified does not currently 

exist for this ticket type in the priority matrix table. 




the impact and urgency combination that you want to 

specify in the ticket record. 





CTGRD00009 {0} {1} status changed to {2}. 

Explanation: The status of the ticket has changed to 

the status specified. 


User response: No response is required. 

Administrator response: No response is required. 

CTGRD00010 Could not change {2} {0} status to {1}. 

Explanation: An attempt to change the status was 

unsuccessful. 




CTGRD00010E Could not change {2} {0} status to {1}. 

Explanation: An attempt to change the status was 

unsuccessful. 




CTGRD00011 Both start and end dates must be 

provided to report downtime. 

Explanation: You did not enter both a start date and 

an end date. Reported downtime is calculated from the 

difference between the start and end dates. 


User response: Enter both a start and end date and 

make sure that the start date occurs before the end 

date. 

Administrator response: Enter both a start and end 

date and make sure that the start date occurs before the 

end date. 

CTGRD00011E Both start and end dates must be 

provided to report downtime. 

Explanation: You did not enter both a start date and 

an end date. Reported downtime is calculated from the 

difference between the start and end dates. 


User response: Enter both a start and end date and 

make sure that the start date occurs before the end 

date. 

Administrator response: Enter both a start and end 

date and make sure that the start date occurs before the 

end date. 


CTGRD00012 The downtime has been reported 

successfully. 

Explanation: This is an information message only. 




CTGRD00013 The up/down status of the asset has 

been successfully changed. 

Explanation: The operating status of an asset can be 

up or down. You successfully changed the status. 




CTGRD00014 The end date must be later than the 

start date for the asset downtime period 

being reported. 

Explanation: The specified end date is earlier than the 

specified start date. 


User response: Enter a date range in which the start 

date is earlier than the end date. 

Administrator response: Enter a date range in which 

the start date is earlier than the end date. 

CTGRD00014E The end date must be later than the 

start date for the asset downtime period 

being reported. 

Explanation: The specified end date is earlier than the 

specified start date. 


User response: Enter a date range in which the start 

date is earlier than the end date. 

Administrator response: Enter a date range in which 

the start date is earlier than the end date. 

CTGRD00015 The maxvar value is not valid. 

Explanation: 




CTGRD00012 CTGRD00015 


CTGRD00015E CTGRD00017E 

CTGRD00015E The value for the report start date is 

not valid. 

Explanation: The maxvar value for the report start 

date is not valid. 



Administrator response: The maxvar value for the 

report start date is not valid. 

CTGRD00016 The work order is not valid. 

Explanation: The work order record can not be found. 


User response: Specify a work order record that exists 

in the database. 

Administrator response: Specify a work order record 

that exists in the database. 

CTGRD00016E The work order is not valid. 

Explanation: The work order record cannot be found. 


User response: Specify a work order record that exists 

in the database. 

Administrator response: Specify a work order record 

that exists in the database. 

CTGRD00017 A change date must be provided. 

Explanation: The change date was not specified in the 

form. 


User response: Select a valid change date from the 

form. 

Administrator response: Select a valid change date 

from the form. 

CTGRD00017E A change date must be provided. 

Explanation: The change date was not specified in the 

form. 


User response: Select a valid change date from the 

form. 

Administrator response: Select a valid change date 

from the form. 


CTGRD00018 {0} {1} is not a valid calendar. 

Explanation: The date specified from the calendar 

might be out of range and therefore not valid. 


User response: Specify a new calendar date that is in 

a valid range. 

Administrator response: Specify a new calendar date 

that is in a valid range. 

CTGRD00018E {0} {1} is not a valid calendar. 

Explanation: The date specified from the calendar 

might be out of range and therefore not valid. 


User response: Specify a new calendar date that is in 

a valid range. 

Administrator response: Specify a new calendar date 

that is in a valid range. 

CTGRD00019 Cannot perform meter-related actions 

for asset {0} because there are no active 

meters associated with this asset. 



meter-related actions for the asset. 


User response: Use the Assets application in the 

Assets module to associate a meter with the asset. 

Administrator response: Use the Assets application in 

the Assets module to associate a meter with the asset. 

CTGRD00019E Cannot perform meter-related actions 

for asset {0} because there are no active 

meters associated with this asset. 



meter-related actions for the asset. 



Assets module to associate a meter with the asset. 


the Assets module to associate a meter with the asset. 




CTGRD00020 An asset or location must be defined. 

Explanation: The system checks whether there is an 

asset or location for this ticket, and whether the asset 

or location is associated with an active meter. 


User response: Define an asset or location for this 

ticket. 

Administrator response: Define an asset or location 

for this ticket. 

CTGRD00020E An asset or location must be defined. 

Explanation: The system checks whether there is an 

asset or location for this ticket, and whether the asset 

or location is associated with an active meter. 


User response: Define an asset or location for this 

ticket. 

Administrator response: Define an asset or location 

for this ticket. 

CTGRD00021 The asset and location do not have any 

active meters associated with them. 

Explanation: The asset and location do not have any 



User response: Use the Assets and Locations 

applications in the Assets module to associate meters 

with this asset and location. 

Administrator response: Use the Assets and Locations 



CTGRD00021E The asset and location do not have 

any active meters associated with them. 

Explanation: The asset and location do not have any 



User response: Use the Assets and Locations 



Administrator response: Use the Assets and Locations 




CTGRD00022 The asset does not have any active 

meters associated with it. 

Explanation: The asset does not have any active 




Assets module to associate a meter with this asset. 


the Assets module to associate a meter with this asset. 

CTGRD00022E The asset does not have any active 


Explanation: The asset does not have any active 




Assets module to associate a meter with this asset. 


the Assets module to associate a meter with this asset. 

CTGRD00023 The location does not have any active 


Explanation: The location does not have any active 



User response: Use the Locations application in the 

Assets module to associate a meter with this location. 

Administrator response: Use the Locations application 

in the Assets module to associate a meter with this 

location. 

CTGRD00023E The location does not have any active 


Explanation: The location does not have any active 



User response: Use the Locations application in the 

Assets module to associate a meter with this location. 

Administrator response: Use the Locations application 

in the Assets module to associate a meter with this 

location. 



CTGRD00024 CTGRD00025W 

CTGRD00024 Downtime reporting requires an asset. 

This work order does not have an asset. 

Explanation: Downtime is the time period during 

which an asset is not available. Before you can report 

downtime, an asset must be specified on the work 

order record. 


User response: Specify an asset on this work order 

record. 


CTGRD00024E Downtime reporting requires an 

asset. This work order does not have an 

asset. 



downtime, an asset must be specified on the work 

order record. 


User response: Specify an asset on this work order 

record. 


CTGRD00025 An SLA has already been applied to 

this {0}. Reapplying an SLA will 

potentially recalculate and override 

existing target dates on the {1}. Do you 

wish to continue? 

Explanation: This message is for information only. 




CTGRD00025W An SLA has already been applied to 

this {0}. Reapplying an SLA will 

potentially recalculate and override 

existing target dates on the {1}. Do you 

wish to continue? 

Explanation: This message is for information only. 





CTGRD00026 An error occurred when setting a value 

in the To: field. 

Explanation: When you create a communication for 

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 

setting the value in this field. 


User response: Manually enter a valid value in the To: 

field of the message. 

Administrator response: Manually enter a valid value 

in the To: field of the message. 

CTGRD00026E An error occurred when setting a 

value in the To: field. 

Explanation: When you create a communication for 

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 

setting the value in this field. 


User response: Manually enter a valid value in the To: 

field of the message. 

Administrator response: Manually enter a valid value 

in the To: field of the message. 

CTGRD00027 Downtime reporting requires an asset. 

This ticket does not have an asset. 



downtime, an asset must be specified on the ticket 

record. 


User response: Specify an asset on this ticket record. 


CTGRD00027E Downtime reporting requires an 

asset. This ticket does not have an asset. 



downtime, an asset must be specified on the ticket 

record. 


User response: Specify an asset on this ticket record. 





CTGRD00028 The reported downtime cannot be 

greater than the time between the start 

and end dates. 

Explanation: The reported downtime cannot be 

greater than the time between the start and end dates. 


User response: Enter a downtime value that is less 

than or equal to the difference between the start and 

end dates. 


CTGRD00028E The reported downtime cannot be 

greater than the time between the start 

and end dates. 

Explanation: The reported downtime cannot be 

greater than the time between the start and end dates. 


User response: Enter a downtime value that is less 

than or equal to the difference between the start and 

end dates. 


CTGRD00029 An Asset Status record can only be 

added through an owning Asset object. 

Explanation: An Asset Status record can only be 



User response: Add an Asset object before setting the 

asset status. 


CTGRD00029E An Asset Status record can only be 


Explanation: An Asset Status record can only be 



User response: Add an Asset object before setting the 

asset status. 



CTGRD00030 The entered date range cannot overlap 

the dates on other downtime history 

records. 

Explanation: The date range you entered overlaps a 

date range that was specified on another downtime 

history record for this asset. 


User response: Enter a date range that does not 

overlap the dates on existing downtime history records 

for this asset. 

Administrator response: Enter a date range that does 

not overlap the dates on existing downtime history 

records for this asset. 

CTGRD00030E The entered date range cannot 

overlap the dates on other downtime 

history records. 

Explanation: The date range you entered overlaps a 

date range that was specified on another downtime 

history record for this asset. 


User response: Enter a date range that does not 

overlap the dates on existing downtime history records 

for this asset. 

Administrator response: Enter a date range that does 

not overlap the dates on existing downtime history 

records for this asset. 

CTGRD00031 A network error has 

occurred.\nContact your network 


Explanation: A network error has occurred. 


User response: Contact your network administrator 

for assistance. 


CTGRD00031E A network error has 

occurred.\nContact your network 


Explanation: A network error has occurred. 


User response: Contact your network administrator 

for assistance. 





CTGRD00032 Specify a class. 

Explanation: You did not specify a class. 


User response: Specify a class. 


CTGRD00032E Specify a class. 

Explanation: You did not specify a class. 


User response: Specify a class. 


CTGRD00033 The value is not valid. Specify a valid 

value for the class field. 

Explanation: The value entered in the class field is not 

valid. 


User response: Specify a valid value. 


CTGRD00033E The value is not valid. Specify a 

valid value for the class field. 

Explanation: The value entered in the class field is not 

valid. 


User response: Specify a valid value. 


CTGRD00034 The Change Management component 

of CCMDB is not installed. 

Explanation: You are attempting to use a function that 

requires the Change Management component of the 

IBM Tivoli Configuration and Change Management 

Database (CCMDB) product. The Change Management 

component is not installed. 



Administrator response: Install the IBM Tivoli 

Configuration and Change Management product. 


CTGRD00034E The Change Management component 

of CCMDB is not installed. 


requires the Change Management component of the 

IBM Tivoli Configuration and Change Management 

Database (CCMDB) product. The Change Management 

component is not installed. 



Administrator response: Install the IBM Tivoli 

Configuration and Change Management product. 

CTGRD00035 Service Catalog is not installed. 


requires the Service Catalog component of the IBM 

Tivoli Service Request Manager product. The Service 

Catalog component is not installed. 



Administrator response: Install the Service Catalog 

component. 

CTGRD00035E Service Catalog is not installed. 


requires the Service Catalog component of the IBM 

Tivoli Service Request Manager product. The Service 

Catalog component is not installed. 



Administrator response: Install the Service Catalog 

component. 

CTGRD00036 The ticket has already been resolved 

or closed. 

Explanation: The status for this ticket is either 

RESOLVED or CLOSED. You cannot apply a ticket 

template to a ticket in RESOLVED or CLOSED status. 



Administrator response: Change the status of the 

ticket to a status other than RESOLVED or CLOSED. 

CTGRD00034E CTGRD00036 



CTGRD00036E The ticket has already been resolved 

or closed. 

Explanation: The status for this ticket is either 

RESOLVED or CLOSED. You cannot apply a ticket 

template to a ticket in RESOLVED or CLOSED status. 


User response: Change the status of the ticket to a 

status other than RESOLVED or CLOSED. 


CTGRD00037 Process Request Id {0} was created. 

Explanation: A process request record with the 

specified identification number was successfully created 

from the Service Desk Ticket. The process request 

record exists in the Process Requests application. 




CTGRD00038 Asset has invalid new date. 

Explanation: Please modify the record that exists for 

the owning Asset object. 



Administrator response: The record that exists for the 

owming Asset object is invalid. 

CTGRD00038E Asset has an invalid new date. 

Explanation: Modify the record that exists for the 

owning Asset object. 



Administrator response: The record that exists for the 

owming Asset object is invalid. 

CTGRD00039 Downtime report cycle split. 

Explanation: The downtime report split an 

already-existing downtime report cycle. 





CTGRD00039W The downtime report report split an 

existing downtime report cycle. 

Explanation: The downtime report split an 

already-existing downtime report cycle. 


User response: The downtime report split an 

already-existing downtime report cycle. No response is 

required. 


CTGRD00040 Start and end dates complication. 

Explanation: The start and end dates of the new 

downtime report span multiple already-completed 

reports. 




CTGRD00040E Invalid start and end dates. 

Explanation: The start and end dates of the new 

downtime report span multiple reports that have 

already completed. 


User response: Change the start and end dates. 


CTGRD00041 Downtime start date already report. 

Explanation: The downtime start date has already 

been reported. 




CTGRD00041E The downtime start date has already 


Explanation: The downtime start date has already 



User response: The downtime start date has already 



CTGRD00039W CTGRD00041E 



CTGRD00042 Status changed for {0} 

Explanation: The status of the selected activity has 

been changed. 




CTGRD00043E The ticket must be saved before 

launching Remote Diagnostics. 

Explanation: The application cannot associate the 

remote diagnostics history with a ticket which does not 

yet exist in the database. 


User response: Save the ticket, then launch Remote 

Diagnostics 


CTGRD0044E Invalid phone number length 

specified. 

Explanation: The phone number length(s) are not 

equal to the lengths specified in the system property 

PMSDPHONELENGTH. 


User response: Check the phone number length(s) 

specified in the system property 

PMSDPHONELENGTH, and ensure this number 

conforms to those lengths. 


CTGRD0045E Invalid phone number content 

specified. 

Explanation: The phone number contained invalid 

characters. Only the characters 0123456789()-#+ can be 

used in a phone number 


User response: Ensure the characters used in the 

phone number only include these characters: Only the 

characters 0123456789()-#+ 



CTGRD0049E Enter Classification in order to mark 

the problem as a known error. 


check box, you must classify this problem record. 


User response: Before you can select the Is Known 

Error check box, you must classify this problem record. 

Administrator response: Before you can select the Is 

Known Error check box, you must classify this problem 

record. 

CTGRD0050E This ticket cannot be deleted because 

there are communication log entries 

associated with it. 

Explanation: This ticket cannot be deleted because 

there are communication log entries associated with it. 


User response: Tickets with communication log entries 

cannot be deleted. No response is required 



it has led to the creation of another 

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 

linkage cannot be deleted. 


User response: The ticket cannot be deleted because it 

has led to the creation of another record, and that 

linkage cannot be deleted. No reponse is required. 



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 

another record. 


User response: Go to the Related Records tab and 

remove any related records for this ticket. 






there are work log entries associated 

with it. 


there are work log entries associated with it. 


User response: Use the Modify/Delete Work Log 

action to remove work log entries, then retry the Delete 

action. 



it is no longer in a status of New or 

Queued. The ticket can be closed via the 

Change Status action. 


is no longer in a status of New or Queued. The ticket 

can be closed via the Change Status action. 


User response: Only tickets in the New or Queued 

state can be deleted. If the ticket is in the Closed state, 

it cannot be deleted. If it is in a state other than Closed, 

you can change it to the Queued state and delete it. 



it has child activities. The child 

activities must be removed before this 

parent ticket can be deleted. 


has child activities. The child activities must be 

removed before this parent ticket can be deleted. 


User response: Delete the child activities for the ticket 

from the Activities tab, the retry the Delete action. 



it is a global ticket and referenced by 

other records. 


is a global ticket and referenced by other records. 


User response: You can remove the relationships to 

other records, then deselect the Global checkbox if you 

still wish to delete this ticket. 




actual labor transactions have occurred 

for the ticket. 


actual labor transactions have occurred for the ticket. 


User response: Tickets with labor transactions cannot 

be deleted. No response is required. 


CTGRD0060E {1} cannot change status to Approved 

by Line Manager. 

Explanation: The change to this status can not occur 

at this time. 


User response: Select another status to change. 

Administrator response: The change to this status can 

not occur at this time. 

CTGRD0061E {1} cannot change status to Approved 

by Fulfillment Manager. 


at this time. 





CTGRD0062E {1} cannot change status to Approved. 


at this time. 





CTGRD10000 The Incidents application is not 

installed. 

Explanation: 


User response: Install the Incidents application. 




CTGRD10000E CTGRD40002W 

CTGRD10000E The Incidents application is not 

installed. 

Explanation: 




CTGRD20000 The Problems application is not 

installed. 

Explanation: 




CTGRD20000E The Problems application is not 

installed. 

Explanation: 




CTGRD30000 The Service Requests application is 


Explanation: 




CTGRD30000E The Service Requests application is 


Explanation: 




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. 

Explanation: This ticket status cannot be changed 

because an active approval workflow assignment 

record exists. 



User response: Accept or reject the workflow 

assignment, then retry the operation. 

Administrator response: You can manage active tasks 

for Workflows in the Workflow Administration 

application 

CTGRD40000E The expiration date must be later 

than the current date. 

Explanation: On the solution record, you entered a 

date in the Expiration Date field that is earlier than the 

current date. 


User response: Change the expiration date to a date 

that is later than the current date. 

Administrator response: Change the expiration date 

to a date that is later than the current date. 

CTGRD40001E Enter both a user ranking and user 

comments. 

Explanation: You entered either a user ranking or user 

comments. 


User response: Enter both a user ranking and user 

comments before you save your changes. 

Administrator response: Enter both a user ranking 

and user comments before you save your changes. 

CTGRD40002W This keyword is associated with one 

or more solution records. Are you sure 

you want to delete it? 

Explanation: The keyword that you want to delete 

from the keywords database is associated with one or 

more solution records. Users can use keywords to 

search for solutions. If you delete the keyword from the 

database, users will no longer be able to use this 

keyword to search for solutions. 


User response: Decide whether or not you want to 

delete the keyword from the database. 

Administrator response: Decide whether or not you 

want to delete the keyword from the database.

CTGRD40003E Cannot change the status of Solution 

{0} to {1}. 

Explanation: You attempted to change the status of 

the solution to the same status that it already has. 


User response: Change the status of the solution to a 

status that is different from the existing status. 


solution to a status that is different from the existing 

status. 

CTGRD40006 Keywords already exist. 

Explanation: Entered Keywords already exist. 


User response: Entered Keywords already exist. 

Administrator response: Entered Keywords already 

exist. 

CTGRD4004E Please save the solution before 

providing the ranking and comments. 

Explanation: Please save the solution before providing 

the ranking and comments. 


User response: Please save the solution before 

providing the ranking and comments. 

Administrator response: Please save the solution 

before providing the ranking and comments. 

CTGRD4005E Solution must be in Active status to 

relate solutions. 

Explanation: Solution must be in Active status to 



User response: Solution must be in Active status to 


Administrator response: Solution must be in Active 

status to relate solutions. 

CTGRD4006E Keywords already exist. 

Explanation: Entered Keywords already exist. 


User response: Entered Keywords already exist. 

Administrator response: Entered Keywords already 

exist. 




CTGRD50000 Integration is not installed. 

Explanation: 




CTGRD51000 IM connection is not opened. 

Explanation: There is no open connection to the 

integration module (IM). 


User response: Open a connection to the IM. 


CTGRD51001 IM connection closed. 

Explanation: 




CTGRD51003 IM connection is already opened. 

Explanation: The IM connection you are attempting to 

open is already open. 




CTGRD51004 IM connection has been successfully 

opened. 

Explanation: The IM connection is successfully 

opened. 




CTGRD51005 {0} 

Explanation: 





CTGRD51006 IM ID must not be blank 

Explanation: The integration module (IM) must have 

an identifying ID. 


User response: Add an ID to the IM. 

Administrator response: Add an ID to the IM. 

CTGRD51007 IM password must not be blank 

Explanation: The IM must have a specified password. 


User response: Specify a password for connecting to 

the IM. 


CTGRD51008 IM connection had to be closed 

because IM server hostname was 

changed. 

Explanation: The IM connection was closed because 

the IM server hostname was changed. 


User response: Specify the new IM server hostname 

and reopen the IM connection. 


CTGRD60000 Please select at least one record type 

(class) to search. 

Explanation: You did not select any of the check boxes 

for record types (for example, Incident). 


User response: Select the check boxes for one or more 

record types or select the Classes Check All check box 

to select all record types. 

Administrator response: Please select at least one 

Class for search. 

CTGRD60000E Please select at least one record type 

(class) to search. 


for record types (for example, Incident). 



record types or select the Classes Check All check box 

to select all record types. 





CTGRD60001 Select at least one attribute for the 

search. 


for attributes (for example, Description/Summary). 



attributes or select the Attributes Check All check box 

to select all attributes. 


CTGRD60001E Select at least one attribute for the 

search. 


for attributes (for example, Description/Summary). 



attributes or select the Attributes Check All check box 

to select all attributes. 


CTGRD60002 You must enter a search string. 

Explanation: You did not enter any text in the Search 

String field. 


User response: Enter the text that you want to find in 

the Search String field. 

Administrator response: Enter the text that you want 

to find in the Search String field. 

CTGRD60002E You must enter a search string. 

Explanation: You did not enter any text in the Search 

String field. 


User response: Enter the text that you want to find in 

the Search String field. 

Administrator response: Enter the text that you want 

to find in the Search String field. 

CTGRD60003 Add the LanguageWare Dictionary 

folder path to the Maximo system 

properties variable LWDICT. 

Explanation: The LanguageWare Dictionary folder 

path is not specified on the Maximo system properties 

variable. 


User response: Set the Maximo system properties 

variable LWDICT to the LanguageWare Dictionary 

folder path. 


Administrator response: Set the Maximo system 

properties variable LWDICT to the LanguageWare 

Dictionary folder path. 

CTGRD60003E Add the LanguageWare Dictionary 

folder path to the Maximo system 

properties variable LWDICT. 

Explanation: The LanguageWare Dictionary folder 

path is not specified on the Maximo system properties 

variable. 


User response: Set the Maximo system properties 

variable LWDICT to the LanguageWare Dictionary 

folder path. 

Administrator response: Set the Maximo system 

properties variable LWDICT to the LanguageWare 

Dictionary folder path. 

CTGRD60004 This Language is Invalid.Please check 

the list of supported languages. 

Explanation: 


User response: Please check the list of LanguageWare 

supported languages. 

Administrator response: Please check the list of 

LanguageWare supported languages. 

CTGRD60004E This Language is Invalid.Please 

check the list of supported languages. 

Explanation: This Language is Invalid.Please check 

the list of LanguageWare supported languages. 






CTGRD6005E Search Index data not available or 

corrupt. Please re-run PmObjSearchCron 

Cron Task. 

Explanation: Search Index data not available or 

corrupt. Please re-run PmObjSearchCron Cron Task. 


User response: Search Index data not available or 

corrupt. Please re-run PmObjSearchCron Cron Task. 

Administrator response: Search Index data not 

available or corrupt. Please re-run PmObjSearchCron 

Cron Task.

CTGRD6006E Please Select Object from Drop down 

List. 

Explanation: Select Object from drop down list before 

click on refresh button to get Attributes. 


User response: Select Object from drop down list 

before click on refresh button to get Attributes. 

Administrator response: Select Object from drop 

down list before click on refresh button to get 

Attributes. 

CTGRD6007E There are no Attributes selected to 

include in search, Please Select 

Attributes. 

Explanation: Please Select Attributes. if Attributes 

table is empty then select Object from drop down list 

and refresh Attributes and select desired attributes. 


User response: Please Select Attributes. if Attributes 

table is empty then select Object from drop down list 

and refresh Attributes and select desired attributes. 

Administrator response: Please Select Attributes. if 

Attributes table is empty then select Object from drop 

down list and refresh Attributes and select desired 

attributes. 

CTGRD6008E The Language is Invalid. Please check 

the list of supported languages. 

Explanation: This Language is Invalid. Please check 

the list of LanguageWare supported languages. 






CTGRD6009E The index data used for auto 

classification is not available or corrupt. 

Explanation: Auto classification relies on the index 

data created in the PmObjSearchCron task. This cron 

task has either not been run yet, or the data is corrupt. 

Please re-run PmObjSearchCron the Cron Task. 


User response: Search Index data not available or 

corrupt. Please re-run the PmObjSearchCron Cron Task. 

Administrator response: Re-run the PmObjSearchCron 

Cron Task. If the problem persists, you may need to 

reset the directory that contains the index information. 

Contact your Service Provider for assistance 




CTGRD70000 The default Survey Message 

Explanation: 




CTGRD7001E This question is being used by the 

Survey : {0}. Remove the question from 

the Survey to change Archive status. 

Explanation: Survey Questions can be changed to 

Archive Status only if the questions are not assigned to 

any Surveys 


User response: The Question is used by the Survey 

and remove the question from that Survey to change 

Question status to Archive 


CTGRD7002E Cannot assign answers to freeform 

type questions. 

Explanation: Cannot assign answers to freeform type 

questions 


User response: Cannot assign answers to freeform 

type questions 


CTGRD7003E Assign at least one answer for {0} type 

question 

Explanation: {0} type questions should have at least 

one answer assigned 


User response: {0} type questions should have at least 

one answer assigned 


CTGRD7004E Assign at least one question for this 

Survey 

Explanation: A survey should have at least one 

question assigned 


User response: A survey should have at least one 

question assigned 



CTGRD7005E Maximum twenty(20) questions can be 

assigned to a Survey 

Explanation: Twenty(20) questions can be assigned to 

a Survey at the time 


User response: Twenty(20) questions can be assigned 

to a Survey at the time 


CTGRD7006E Answers cannot be added to an active 

question that is used by a Survey. 

Remove the question from the Survey 

before adding answers. 

Explanation: Answers cannot be added to an active 

question that is used by a Survey. 


User response: Remove the question from the Survey 

before adding answers. 


CTGRD7007E Answers cannot be deleted from an 

active question that is used by a Survey. 

Remove the question from the Survey 

before deleting answers. 

Explanation: Answers cannot be deleted from an 

active question that is used by a Survey. 


User response: Remove the question from the Survey 

before deleting answers. 


CTGRD7008E Question cannot be deleted in Active 

status. Change status to Archive before 

deleting the question. 

Explanation: Question cannot be deleted in Active 

status. 


User response: Change status to Archive before 

deleting the question. 





CTGRD7009E Closed {1} cannot change status back 

to Draft. 

Explanation: Closed {1} cannot change status back to 

Draft. 


User response: Closed {1} cannot change status back 

to Draft. 


CTGRD7010E Closed {1} cannot change status back 

to Active. 

Explanation: Closed {1} cannot change status back to 

Active. 


User response: Closed {1} cannot change status back 

to Active. 


CTGRD7011W {0} already has a status {1}. 

Explanation: {0} already has a status {1}. 


User response: {0} already has a status {1}. 


CTGRD7012E Questions can be added or deleted 

ONLY in Draft status. Question cannot 

be deleted from the Survey that is in 

Active or Closed staus. 

Explanation: Questions can be added or deleted 

ONLY in Draft status. 


User response: Question cannot be deleted from the 

Survey that is in Active or Closed staus. 


CTGRD7013E Questions can be added or deleted 

ONLY in Draft status. Question cannot 

be added to a Survey that is in Active or 

Closed staus. 

Explanation: Questions can be added or deleted 

ONLY in Draft status. 


User response: Question cannot be added to a Survey 

that is in Active or Closed staus. 



CTGRD7014W Once you have changed the status to 

Active, you will not be able to revert the 

status to Draft and add questions or 

modify the survey. Are you sure you 

want to change the survey status to 

Active? 

Explanation: Once you have changed the status to 

Active, you will not be able to revert the status to Draft 

and add questions or modify the survey. 


User response: If you would like to continue to make 

changes to the survey, do not change the status to 

Active. 


CTGRD7015W Once you have changed the status to 

Close, you cannot change status the 

back to Active and the user cannot fill 

and submit the survey (the Survey URL 

will not work). Are you sure you want 

to change the survey status to Close? 

Explanation: Once the status of the survey is changed 

to Close, the Survey URL will be invalid, and users will 

not be able to respond to the survey. 


User response: Ensure that you do not want to receive 

further survey responses before changing the status of 

the survey to Close. 


CTGRD7016E A survey can only be deleted in Draft 

status and cannot be deleted in Active 

or Closed status. 

Explanation: A survey can only be deleted in Draft 

status. 


User response: A survey cannot be deleted once the 

status is changed to Active or Closed. No response is 

required. 


CTGRD7017E A survey can ONLY be sent and 

answered in Active status. A survey 

cannot be sent and answered in Draft or 

Closed staus. 

Explanation: A survey can ONLY be sent and 

answered in Active status, change Survey status to 

Active 


User response: Change the status of the survey to 

Active, then retry the operation. 


CTGRD7018E A survey escalation can only be added 

in Draft or Active status and cannot be 

added in Closed status. 

Explanation: A survey escalation can only be added in 

Draft or Active status. 


User response: A survey escalation cannot be added 

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. 


User response: A survey escalation cannot be deleted 

from the Survey that is in Closed status. 


CTGRD7020E A response cannot be submitted for 

this survey because the survey status is 

Closed. 

Explanation: The survey status is now Closed. Survey 

responses cannot be submitted in Closed status. 


User response: The survey status is now Closed. 

Survey response can not be submitted in Closed status. 

No response is required. 


CTGRD7021E The value for order: {0} is invalid. 

Enter a positive number in the Order 

field. 

Explanation: The value for order must be a positive 

integer. 


User response: Change the order field to a positive 

value 


CTGRD7014W CTGRD7021E 


CTGRD81000I CTGCM1504E 

CTGRD81000I The SRM SLA Hold solution is not 

installed. 

Explanation: 


CTGCM 



This section contains messages that begin with the prefix CTGCM. 

CTGCM0001W You have reached the maximum limit 

of {0} nodes in the CI topology viewer. 

Explanation: To prevent performance issues, a 

maximum number of nodes can be displayed in the 

topology viewer. 


User response: You must reduce the breadth of your 

CI Topology. 

Administrator response: You must increase the system 

property that sets the maximum number of CIs that can 

be shown in the topology. 

CTGCM0002W Related CIs cannot be shown in the 

business topology view because it has 

not been configured. 

Explanation: 



Administrator response: Mark the CI classifications as 

Show In Topology. Execute the escalation to build the 

Topology Cache. 

CTGCM0314W The selected date is before the 

request creation date. 

Explanation: The selected date is before the date the 

request was created. You must select a date that 

occurred or occurs after the creation date. 


User response: Select a valid date. 

Administrator response: No response is required 

CTGCM1501E This winstsp distribution is not 

trackable. The RIM Object was 

inaccessible at the start of distribution. 

Explanation: An error occurred during deployment. 

To receive deployment status RIM must be correctly 

configured. 



Administrator response: Verify that RIM is set up 


correctly on the TCM server. 

CTGCM1502E The software deployment failed. The 

return code was {0} with STDERR {1} 

Explanation: The deployment operation in TCM 

failed. 


User response: Check the TCM logs and verify the 

deployment command. Also verify the source and 

targets that were passed to the TCM server. 


CTGCM1503E The software deployment failed to 

start because of a missing install 

command. 

Explanation: The software deployment failed on the 

underlying TCM server. 


User response: Verify the install command that was 

passed to the TCM server. 


CTGCM1504E Could not retrieve the deployment ID 

from the TCM server. 

Explanation: Typically when a deployment is 

performed in TCM, the MDist ID of the deployment is 

returned and stored in this deployment object to 

support checking the status of the deployment. 

However, the MDist ID was not returned successfully. 


User response: Manually update the deployment ID 

within the deployment application using the MDist ID 

from TCM for this deployment operation. 

Administrator response:

CTGCM1506E Deployment failed to start because 

software package {0} is not part of the 

local Tivoli environment region. 

Explanation: For a Software Package to be deployed 

successfully, it must exist within the local TMR. 


User response: Verify that the software package exists 

in TCM, and restart the deployment. 


CTGCM1507E An existing instance to {0} has not 

been created. Could not find an existing 

TCM connection. 

Explanation: There was an error reconnecting to the 

TCM server. 


User response: Verify that no connectivity issues are 

occurring, and retry the connection. 


CTGCM1508E Could not connect to the TCM host 

system. 

Explanation: There was a failure while connecting to 

TCM. 


User response: In the End Points application, verify 

the specified hostname and port number of the TCM 

server, and check for connectivity issues. 


CTGCM1509E The TCM connection failed. The user 

name or password is not valid. 

Explanation: There was an authentication failure 

while connecting to TCM. 


User response: Verify the specified TCM user name 

and password. 


CTGCM1510E Could not connect to the TCM server. 

Explanation: There was an authentication failure 

while connecting to TCM. 


User response: Verify the specified TCM user name 

and password. 


CTGCM1506E CTGCM1510E 



CTGCM1511E Could not look up distinguished 

object {0}. 

Explanation: The object could not be located within 

TCM. 


User response: Verify that the object exists within 

TCM. 


CTGCM1512E Could not look up object {0}. 

Explanation: The object could not be located within 

TCM. 


User response: Verify that the label is correct in the 

TCM server. 


CTGCM1513E Could not run remote command {0} 

on TCM. 

Explanation: The command could not be executed 

successfully. 


User response: Verify that the command is correctly 

specified. 


CTGCM1514E Could not transfer files between the 

TCM IM and the managed node. 

Explanation: A file is written to the managed node of 

the TCM server to pass the target list for the software 

deployment. 


User response: Examine the log to determine what 

error occurred when the file was copied to TCM. 


CTGCM1515E IOM client cannot connect to IOM 

server at {0}. 

Explanation: A connection error was received. 


User response: Verify that connection issues are not 

occurring. 



CTGCM1516E Could not remove file {0} from the 

managed node. 



deployment. 



error occurred when the file was copied to TCM. 


CTGCM1517E Could not generate a temporary file 

name for this managed node. 



deployment. 



error occurred when the file was copied to TCM. There 

might have been a problem retrieving the interpreter 

type of this managed node. 


CTGCM1518E The deployment failed to start 

because endpoint \"{0}\" is not part of 

local Tivoli environment. 

Explanation: The target does not exist in the local 

Tivoli environment. 


User response: Verify that the sourcetoken of the 

target was specified correctly and exists in TCM. 


CTGCM1519E Source MBO is not correctly specified. 

Explanation: The MBO passed to the IM was invalid. 



Administrator response: Verify that the IM was 

installed successfully and that the LMO identifies the 

source and target MBOs correctly. 




CTGCM1520E Target MBO is not correctly 

specified. 







CTGCM1521E Endpoint Name is not correctly 

specified. 

Explanation: The endpoint related to the OMP for the 

TCM server is invalid. 



Administrator response: Verify that a valid endpoint 

is specified for this OMP. 

CTGCM1522E Endpoint URL is not correctly 

specified. 

Explanation: The properties of the endpoint related to 

the OMP for the TCM server are invalid. 




is specified for this OMP and that its properties are 

valid. 

CTGCM1523E EndPoint URL does not contain both 

hostname and port. 







valid. 

CTGCM1524E The user ID was incorrectly 

specified. 







valid. 


CTGCM1525E The password was incorrectly 

specified. 







valid. 

CTGCM1526E There is no metaData to look for a 

Logical Managed Operation. 

Explanation: The LMO is not attached to the OMP for 

this TCM server correctly. 



Administrator response: Verify that the LMO is 

correctly registered for this OMP. 

CTGCM1527E The software CI was incorrectly 

specified. 

Explanation: The specified software package does not 

exist within the TCM server. 



Administrator response: Verify that this software 

package exists. 

CTGCM1528E The deployment ID was incorrectly 

specified. 

Explanation: The deployment ID was not specified. 


User response: Verify that a valid MDist ID is 

associated with the deployment instance. 


CTGCM1530E The OMP connection failed. 

Explanation: A test connection was made to the TCM 

server but failed. 



Administrator response: Verify the endpoint 

connection properties for the TCM server. 




CTGCM1531E Target sourcetokens are not available. 

Explanation: The target sourcetoken is the endpoint 

label within the TMR. It is discovered by the DLA and 

used to distribute software to the target CIs managed 

by TCM. 



Administrator response: Verify that the DLA for the 

TCM server has pulled the data for these CIs into 

CCMDB. Verify that actual CIs exist for each of these 

targets. 

CTGCM1532E Software Image sourcetokens are not 

available. 

Explanation: The software image sourcetoken is the 

software package label. It is discovered by the IM for 

import and passed to TCM for the distribution. 



Administrator response: Verify that this software 

package was correctly imported from the base TCM 

server, either through the IM or a DLA. Verify that an 

actual CI exists for this software package. 

CTGCM1533E No target MBO set is available. 







CTGCM1534E No Deployment Status is available for 

the requested targets. 

Explanation: Deployment status could not be 

retrieved for the requested targets. 



Administrator response: Verify that these targets still 

exist in the TCM server and that the deployment MDist 

ID is correct within RIM. 


CTGCM1535E Unexpected exception occurred. {0} 

Explanation: An unexpected exception was received. 



Administrator response: Contact IBM Support. 

CTGCM9500E {0} PMP (process manager) is not 

installed or is not working correctly. 

Explanation: A problem exists with the process 

management process (PMP). 


User response: Contact your system administrator. 

Administrator response: Check the system logs, and 

correct the problems found.\nVerify that the process 

manager has been installed successfully.\nYou might 

have to enable more detailed logging using the system 

logging application.\nIf you can not resolve the 

problem, contact IBM Service for assistance. 

CTGCM9505E An exception occurred: {0} 

Explanation: An unexpected exception was 

encountered. 



Administrator response: Diagnose and correct the 

problem. If you are unable to resolve the problem, 

contact IBM Service for assistance. 

CTGCM9506E All of the prerequisite steps needed to 

perform this action have not been 

completed. 

Explanation: This message was added by IBM Service. 

An explanation is not available. 


User response: Perform the required prerequisite steps 

and try the operation again. If needed, contact your 

system administrator. 






CTGCM9508E 

CTGCM9508E Launch in Context failed. 

Explanation: The Launch in Context action attempted 

has failed. It might not be configured properly. 







CTGCM9509E Untranslated message: {0} 

Explanation: This message was added by IBM Service 

after all messages had been translated. The description 

of the error is the English text included in the message. 

This message will be translated in the next release of 

this product. 

CTGCC 



Administrator response: If you are unable to resolve 

the problem, contact IBM Service for assistance. 

This section contains messages that begin with the prefix CTGCC. 

CTGCC1001E Cannot update relationships or create 

new related CIs for Actual CI {0} since 

there is no Authorized CI Template 

entry that matches the classification of 

this Actual CI. 

Explanation: Updating the related CIs requires an 

Authorized CI template. 


User response: Create an Authorized CI Template 

entry before attempting to update relationships or 

create related CIs. 



new related CIs for CI {0} since it is not 

a top-level CI. 

Explanation: Only top-level CIs with Authorized CI 

Templates can update related CIs. 


User response: Find the appropriate top-level CI for 

this CI and update related CIs from there. 



new related CIs for Authorized CI {0} 

since there is no Authorized CI 

Template entry that matches the 

classification of this Authorized CI. 

Explanation: Updating the related CIs requires an 

Authorized CI template. 


User response: Create an Authorized CI Template 

entry before attempting to update relationships or 

create related CIs. 


CTGCM9509E CTGCC1003E 


CTGCC1041E CTGCC1047E 

CTGCC1041E Could not update existing CI {0} 

because its classification {1} did not 

match the classification from the current 

promotion scope {2}. 

Explanation: You cannot promote the top level CI 

using this promotion scope until the classification of 

the CI in conflict is changed. 


User response: Change the classification of the CI to 

match the promotion scope or change the classification 

in your promotion scope. 


CTGCC1042E Could not associate customer {0} with 

{1} {2}. 

Explanation: An error occurred associating the 

specified customer with the business object. 


User response: Verify the user has authorization to 

work with the specified customer and that the 

customer is not already associated with the business 

object. 


CTGCC1043E An error has occurred while deleting 

actual configuration items. 

Explanation: This error could occur because an actual 

configuration item could not be found, or because it 

could not be deleted. 


User response: Check the MXServer SystemErr.log or 

SystemOut.log log for an exception. It might be 

possible to clean up the data and re-process it. Refer to 

the Configuration Management section of the infocenter 

for details on this process. 


CTGCC1047E A classification and its attributes must 

be global if it can be used with Actual 

Configuration Items. 

Explanation: The classification or classification 

attribute must be global if it can be used with Actual 

Configuration Items. 



Administrator response: Either leave the classification 

or attribute global, or do not use the classification with 

Actual Configuration Items. 


CTGCC1048E This action prepares configuration 

item types and classifications for import 

and promotion.\n\nThe first time a 

configuration item type is activated, an 

update will be invoked in the 

background that requires several 

minutes to complete. Configuration item 

type activation thereafter should be 

immediate, and without delay.\n\nAny 

existing customer associations with 

these configuration item types will be 

removed.\n\nIf you want to proceed 

CTGRC 

with the action, click OK. 

Explanation: When a classification is activated for use 

with Actual Configuration Items, it must be global. 



Administrator response: If it is acceptable to make all 

of the selected classifications global and remove any 

existing customer associations, enter yes. Otherwise 

enter no. 

This section contains messages that begin with the prefix CTGRC. 

CTGRC0505 Service Fulfillment {0} is not in ACTIVE 

state. 

Explanation: The Offering cannot be made ACTIVE 

unless the Service Fulfillment it references is also 

ACTIVE. 


User response: Change the status of the Service 

Fulfillment to ACTIVE. Then change the status of the 

Offering. 


Service Fulfillment to ACTIVE. Then change the status 

of the Offering. 

CTGRC0505E Service Fulfillment {0} is not in 

ACTIVE state. 

Explanation: The Offering cannot be made ACTIVE 

unless the Service Fulfillment it references is also 

ACTIVE. 



Fulfillment to ACTIVE. Then change the status of the 

Offering. 


Service Fulfillment to ACTIVE. Then change the status 

of the Offering. 

CTGRC0509 Service Fulfillment status must be 

PLANNING or PENDING. 

Explanation: The Service Fulfillment cannot be edited 

unless its in PLANNING or PENDING state. 



Fulfillment to PLANNING or PENDING. Then proceed 

with updates. 


Service Fulfillment to PLANNING or PENDING. Then 

proceed with updates. 

CTGRC0509E Service Fulfillment status must be 

PLANNING or PENDING. 

Explanation: The Service Fulfillment cannot be edited 

unless its in PLANNING or PENDING state. 



Fulfillment to PLANNING or PENDING. Then proceed 

with updates. 


Service Fulfillment to PLANNING or PENDING. Then 

proceed with updates. 

CTGRC1009 Offering status must be PLANNING or 

PENDING. 

Explanation: The Offering cannot be edited unless it is 

in PLANNING or PENDING state. 


User response: Change the status of the Offering to 

PLANNING or PENDING. Then proceed with updates. 


Offering to PLANNING or PENDING. Then proceed 

with updates. 

CTGRC1009E Offering status must be PLANNING 

or PENDING. 

Explanation: The Offering cannot be edited unless it is 



CTGCC1048E CTGRC1009E 




Offering to PLANNING or PENDING. Then proceed 

with updates. 


CTGRC1010 CTGRC1502 

CTGRC1010 Service Fulfillment attribute {0} does not 

have a corresponding Offering attribute. 

Explanation: The attributes from the Service 

Fulfillment do not have corresponding Offering 

attributes. 


User response: Ensure that all of the Service 

Fulfillment attributes map to an Offering attribute. 

Administrator response: Ensure that all of the Service 

Fulfillment attributes map to an Offering attribute. 

CTGRC1010E The Offering must be in at least one 

Catalog. 

Explanation: The Offering will not appear in the the 

Offering Catalog since it is not in at least one Catalog. 


User response: Add the offering to a Catalog that is 

able to be viewed in the Offering Catalog. 

Administrator response: Add the offering to a Catalog 

that is able to be viewed in the Offering Catalog. 

CTGRC1011E The Offering status must be {0}. 

Explanation: Only Offerings in ACTIVE state can be 

viewed in the Offering Catalog. 



ACTIVE. 


Offering to ACTIVE. 

CTGRC1502 Catalog status must be PLANNING or 

PENDING. 

Explanation: The Catalog cannot be edited unless it is 



User response: Change the status of the Catalog to 



Catalog to PLANNING or PENDING. Then proceed 

with updates. 


CTGRC1502E Catalog status must be PLANNING or 

PENDING. 

Explanation: The Catalog cannot be edited unless it is 



User response: Change the status of the Catalog to 



Catalog to PLANNING or PENDING. Then proceed 

with updates. 

CTGRC1503 Offering {0} is currently in the Catalog 

and cannot be added. 

Explanation: The offering already exists in the current 

Catalog. 


User response: No action is required. 

Administrator response: No action is required. 

CTGRC1503E Offering {0} is currently in the Catalog 

and cannot be added. 

Explanation: The offering already exists in the current 

Catalog. 




CTGRC1504 The Catalog name must be defined 

before adding Offerings. 

Explanation: The name of the catalog must be defined 

prior to adding offerings. 


User response: Define the catalog name. Then add the 

required offerings. 

Administrator response: Define the catalog name. 

Then add the required offerings. 

CTGRC1504E The Catalog name must be defined 

before adding Offerings. 

Explanation: The name of the catalog must be defined 

prior to adding offerings. 


User response: Define the catalog name. Then add the 

required offerings. 

Administrator response: Define the catalog name. 

Then add the required offerings. 

CTGRC1502E CTGRC1504E 



CTGRC1505 The Catalog name must be defined 

before adding a Security Group. 

Explanation: The name of the Catalog must be 

defined prior to adding Security Groups. 


User response: Define the Catalog name. Then add 

the required Security Groups. 

Administrator response: Define the Catalog name. 

Then add the required Security Groups. 

CTGRC1505E The Catalog name must be defined 

before adding a Security Group. 

Explanation: The name of the Catalog must be 

defined prior to adding Security Groups. 


User response: Define the Catalog name. Then add 

the required Security Groups. 

Administrator response: Define the Catalog name. 

Then add the required Security Groups. 

CTGRC1506 Security Group {0} already exists for this 

Catalog and cannot be added. 

Explanation: The Security Group is already authorized 

to access the catalog. 




CTGRC1506E Security Group {0} already exists for 

this Catalog and cannot be added. 

Explanation: The Security Group is already authorized 

to access the catalog. 




CTGRC2000 No jobplan specified. 

Explanation: When specifying an internal Work Order, 

a jobplan must be specified. 


User response: Enter a jobplan. Then try your request 

again. 

Administrator response: Enter a jobplan. 


CTGRC2000E No jobplan specified. 

Explanation: When specifying an internal Work Order, 

a jobplan must be specified. 


User response: Enter a jobplan. Then try your request 

again. 

Administrator response: Enter a jobplan. 

CTGRC2001 No Service Fulfillment specified. 

Explanation: When creating a Fulfillment Option, a 

Service Fulfillment must be specified. 


User response: Enter a Service Fulfillment. Then try 

your request again. 

Administrator response: Enter a Service Fulfillment. 

CTGRC2001E No Service Fulfillment specified. 


Service Fulfillment must be specified. 


User response: Enter a Service Fulfillment. Then try 


Administrator response: Enter a Service Fulfillment. 

CTGRC2002 No Fulfillment Option specified. 


Fulfillment Option identifier is needed. 


User response: Enter an identifier in the Fulfillment 

Option field. Then try your request again. 

Administrator response: Enter an identifier in the 

Fulfillment Option field. 

CTGRC2002E No Fulfillment Option specified. 


Fulfillment Option identifier is needed. 


User response: Enter an identifier in the Fulfillment 

Option field. Then try your request again. 

Administrator response: Enter an identifier in the 

Fulfillment Option field. 



CTGRC2003 CTGRC2004E 

CTGRC2003 This Service Fulfillment/vendor 

combination already exists for this site. 

Enter another vendor or Service 

Fulfillment 

Explanation: Duplicate fulfillment option specified. 


User response: Enter another vendor or Service 

Fulfillment. Then try your request again. 

Administrator response: Use another vendor and 

Service Fulfillment combination. 

CTGRC2003E This Service Fulfillment/vendor 

combination already exists for this site. 

Enter another vendor or Service 

Fulfillment 

Explanation: Duplicate fulfillment option specified. 


User response: Enter another vendor or Service 

Fulfillment. Then try your request again. 

Administrator response: Use another vendor and 

Service Fulfillment combination. 

CTGRC2004 Cannot specify Process Manager 

modality. 

Explanation: Common PMP is not installed, so you 

cannot have modality of Process Manager. 


User response: Specify another modality. Then try 


Administrator response: Specify another modality. 

CTGRC2004E Cannot specify Process Manager 

modality. 

Explanation: Common PMP is not installed, so you 

cannot have modality of Process Manager. 


User response: Specify another modality. Then try 


Administrator response: Specify another modality. 


CTGRC2005 Cannot specify Process Manager type. 

Explanation: The modality must be Process Manager 

in order to specify a Process Manager type. 


User response: Either change the modality to Process 

Manager or remove the Process manager type. Then try 


Administrator response: Either change the modality 

to Process Manager or remove the Process manager 

type. Then try your request again. 

CTGRC2005E Cannot specify Process Manager type. 

Explanation: The modality must be Process Manager 

in order to specify a Process Manager type. 


User response: Either change the modality to Process 

Manager or remove the Process manager type. Then try 



to Process Manager or remove the Process manager 


CTGRC2006 Cannot specify classification. 

Explanation: The modality must be Service Request or 

Process Manager to specify a classification. 


User response: Either change the modality to Service 

Request or Process manager or remove the 

classification. Then try your request again. 


to Service Request or Process manager or remove the 


CTGRC2006E Cannot specify classification. 

Explanation: The modality must be Service Request or 

Process Manager to specify a classification. 


User response: Either change the modality to Service 

Request or Process manager or remove the 



to Service Request or Process manager or remove the 





CTGRC2007 Cannot specify a jobplan. 

Explanation: The modality must be Internal Work 

Order with jobplan in order to specify a jobplan. 


User response: Either remove the jobplan from the 

request or change the modality to Internal Work Order 

with jobplan. Then try your request again. 


CTGRC2007E Cannot specify a jobplan. 

Explanation: The modality must be Internal Work 

Order with jobplan in order to specify a jobplan. 


User response: Either remove the jobplan from the 

request or change the modality to Internal Work Order 

with jobplan. Then try your request again. 


CTGRC2008 Process Manager type not specified. 

Explanation: A Process Manager type must be 

specified when the modality is Process Manager. 


User response: Specify the Process Manager type. 

Then try your request again. 

Administrator response: Specify the Process Manager 


CTGRC2008E Process Manager type not specified. 

Explanation: A Process Manager type must be 

specified when the modality is Process Manager. 


User response: Specify the Process Manager type. 


Administrator response: Specify the Process Manager 


CTGRC2009 Classification not specified. 

Explanation: A Classification is required when 

modality is Process Manager or Service Request. 


User response: Specify a classification. Then try your 

request again. 

Administrator response: Specify a classification. Then 

try your request again. 


CTGRC2009E Classification not specified. 

Explanation: A Classification is required when 

modality is Process Manager or Service Request. 


User response: Specify a classification. Then try your 


Administrator response: Specify a classification. Then 


CTGRC2010 Modality has not been specified. 

Explanation: A modality is required for a Fulfillment 

Option. 


User response: Specify a modality. Then try your 


Administrator response: Select a modality. Then try 


CTGRC2010E Modality has not been specified. 

Explanation: A modality is required for a Fulfillment 

Option. 


User response: Specify a modality. Then try your 


Administrator response: Select a modality. Then try 


CTGRC2012 Vendor not specified. 

Explanation: An entry in the vendor field is required. 


User response: Enter a vendor. Then try your request 

again. 

Administrator response: Enter a vendor. Then try 


CTGRC2012E Vendor not specified. 

Explanation: An entry in the vendor field is required. 


User response: Enter a vendor. Then try your request 

again. 

Administrator response: Enter a vendor. Then try 





CTGRC2500 Your current cart is empty. No new cart 

has been started. 

Explanation: User selected the "Start New Cart" link 

with an empty cart. Only one empty cart is allowed, so 

no new cart was started. 


User response: Click OK and continue shopping. 


CTGRC2500E Your current cart is empty. No new 

cart has been started. 

Explanation: User selected the "Start New Cart" link 

with an empty cart. Only one empty cart is allowed, so 

no new cart was started. 




CTGRC2501 You currently have no active, non-empty 

Shopping Carts. 

Explanation: The user selected the "View All Carts" 

link but has no "working" carts. 




CTGRC2501E You currently have no active, 

non-empty Shopping Carts. 

Explanation: The user selected the "View All Carts" 

link but has no "working" carts. 




CTGRC2502 Your current cart is empty. 

Explanation: The user selected the "View Cart" link 

but has an empty cart. 


User response: Click OK And continue shopping. 



CTGRC2502E Your current cart is empty. 

Explanation: The user selected the "View Cart" link 

but has an empty cart. 


User response: Click OK And continue shopping. 


CTGRC2503 You do not have authority to order 

offerings. 

Explanation: 




CTGRC2504E Offering {0} is no longer active and 

cannot be ordered. 

Explanation: The Offering has been changed to an 

INACTIVE state since the list was populated. 


User response: Contact administrator if this Offering 

is needed. Otherwise, select another Offering. 

Administrator response: Change offering back to 

ACTIVE state if appropriate. 

CTGRC2505 This catalog is no longer active and 

cannot be ordered from. 

Explanation: 




CTGRC2505E This offering is no longer active and 

cannot be ordered. 

Explanation: The Offering has been changed to an 

INACTIVE state since the list was populated. 


User response: Contact administrator if this Offering 

is needed. Otherwise, select another Offering. 

Administrator response: Change offering back to 

ACTIVE state if appropriate. 




CTGRC2506 Catalog {0} has been saved as your 

default. 

Explanation: The user selected the "Make Catalog 

Default" icon. The current catalog has been set as the 

default. 


User response: Click OK to continue shopping. 


CTGRC2507 A new cart has been started. Your old 

cart has been saved and may be viewed 

or restored as the current cart via View 

All Carts. 

Explanation: The user selected the "Start New Cart" 

link. A new cart was started. The old cart is saved in 

draft state. 


User response: Click OK to continue shopping. 


CTGRC2508 You currently have no default site. A 

default site is required to use the 

Offering Catalog. Contact an 

administrator to set the default site or 

log in using another ID. 

Explanation: This message is received when a user 

tries to order an offering. A default site is required to 

use the Offering Catalog. 


User response: Contact an administrator to set a 

default site or log in using another ID. 

Administrator response: Add a default site for the 

user. 

CTGRC2508E You currently have no default site. A 

default site is required to use the 

Offering Catalog. Contact an 

administrator to set the default site or 

log in using another ID. 



use the Offering Catalog. 


User response: Contact an administrator to set a 

default site or log in using another ID. 

Administrator response: Add a default site for the 

user. 


CTGRC2509 Enter a text search string. 

Explanation: A text search string must be specified. 


User response: Enter a text search string. 


CTGRC2509E Enter a text search string. 

Explanation: A text search string must be specified. 


User response: Enter a text search string. 


CTGRC250E Trouble saving Catalog Purchase 

Requisition or Catalog Order for {0}. 

Cause: {1}. 

Explanation: This message is displayed when a 

catalog request is approved and there was a problem in 

the Catalog Purchase Requisition or Catalog Order 


User response: Correct the problem or contact an 

administrator for help. 

Administrator response: Assist the operator as 

necessary. 

CTGRC2510 No catalog has been assigned to you. 

Contact your system administrator for 

help. 

Explanation: The message is received when the user 

does not have access to any active Catalogs. 


User response: Contact an administrator for help. 

Administrator response: Add the user to the Active 

Catalogs Security Group. 

CTGRC2510E No catalog has been assigned to you. 

Contact your system administrator for 

help. 

Explanation: The message is received when the user 

does not have access to any active Catalogs. 


User response: Contact an administrator for help. 

Administrator response: Add the user to the Active 

Catalogs Security Group. 




CTGRC2511 You do not have authority to access your 

default Catalog. Select a new Catalog 

from the list or contact your 

administrator. 

Explanation: The message is received when user 

access is removed from a Catalog that was previously 

set as the user's default. 


User response: Click OK to continue using another 

Catalog from the list, or contact an administrator. 

Administrator response: Assist operator as 

appropriate. 

CTGRC2513E The validation script for adding this 

item to the cart failed with the 

following error:\n\n{0} 

Explanation: There is a problem with adding the item 

to your cart. 


User response: Correct the problem associated with 

the error, and resubmit. 


CTGRC2514E The validation script for submitting 

this cart failed with the following 

error:\n\n{0} 

Explanation: There is a problem with submitting the 

cart. 



the error, and resubmit. 


CTGRC2515E The submit cart validation script for 

offering {0} failed with the following 

error:\n\n{1} 

Explanation: The offering specified failed its submit 

cart validation routine. 



the error, and resubmit the cart. 



CTGRC2516E There are either no active catalogs, or 

you do not have access to any catalogs. 

Contact the catalog administrator. 

Explanation: Either there are no active catalogs, or the 

user does not have access to any catalogs. 


User response: Contact the catalog administrator. 

Administrator response: Give the user access to the 

appropriate active catalogs. 

CTGRC2517E Specify a search string or a catalog to 

search. 

Explanation: You must specify either a text string to 

search on, and/or a catalog to search. 


User response: Add a search string to the Search field 

or select a catalog to search on. 


CTGRC2518E Incorrect default site. A default site is 

required to use the Offering Catalog. 

The User's default site must match the 

Service Catalog supported sites which 

can be changed using the updateTool. 

Contact an administrator to change the 

User's default site or log in using 

another ID. 



use the Offering Catalog. The User's default site must 

match the Service Catalog supported sites which can be 

changed using the updateTool. 


User response: Contact an administrator to change the 

User's default site or log in using another ID. 

Administrator response: Chnage the default site for 

the user to the Service Catalog default site. 

CTGRC251E Failed to approve Catalog Order {0} 

generated from item {1} due to: {2}. 

Explanation: This message is displayed when the 

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. 


User response: Correct problem or contact an 



necessary. 




CTGRC2600 Shopping Cart has been saved. 

Explanation: 




CTGRC2600E A shipping address is required for this 

order. Please select a Ship to Address. 

Explanation: The offering selected requires shipping 

information to be specified, if the user presses Order 

Now! 


User response: Use the lookup to select a valid Ship 

to Address for your organization. If none are displayed, 

contact your administrator. 


CTGRC2601E Validation script {0} was unable to 

complete successfully. Contact the 

system administrator. 

Explanation: The field has a validation script 

associated with it, which did not work properly. 


User response: Contact the system administrator with 

the error message. 

Administrator response: The script specified incurred 

an error, and did not complete successfully. Check the 

validation script in the Script Management application, 

and insure it is working properly for the attribute 

specified. 

CTGRC2700 Are you sure you want to delete this 

shopping cart? 

Explanation: 




CTGRC2900 Offering {0} must be numeric. 

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. 


User response: Enter a numeric value for the attribute. 



CTGRC2900E Offering {0} must be numeric. 


enters a non-numeric value in the Offering Presentation 

dialog for an Offering that should be numeric. 


User response: Enter a numeric value for the attribute. 


CTGRC2901 {0} must be in format {1}. 

Explanation: 




CTGRC2902 A value must be entered for the 

required field {0}. 


does not inputs a value in a required field in the 

Offering Presentation dialog. 


User response: Enter a value for the attribute. 


CTGRC2902E A value must be entered for the 

required field {0}. 


does not inputs a value in a required field in the 

Offering Presentation dialog. 


User response: Enter a value for the attribute. 


CTGRC2903 Catalog Request {0} has been submitted. 

Explanation: 




CTGRC2900E CTGRC2903 



CTGRC2904 This line item has no associated 

attributes. 

Explanation: 




CTGRC2905 Are you sure you want to delete 

Shopping Cart line {0}? 

Explanation: This is displayed in pmscshcart and 

pmsccrdr when a user chooses to delete a line item. 


User response: Click Yes or No as appropriate. 


CTGRC2906 The search engine is not installed. 

Explanation: Lucene jar, dic files, or search_pmp is not 

installed correctly. 


User response: Contact an administrator. 

Administrator response: Install the search engine. 

CTGRC2906E The search engine is not installed. 

Explanation: Lucene jar, dic files, or search_pmp is not 

installed correctly. 



Administrator response: Install the search engine. 

CTGRC2908 The Shopping Cart is empty so cannot 

be submitted. 

Explanation: This message is displayed in pmscshcart 

and pmsccrdr when the user tries to submit a cart with 

no line items. 





CTGRC2909I {0} has been deleted from your favorite 

offerings. 

Explanation: This message is displayed in pmsccrcart 

when the user tries to delete an offering from their 

favorite offerings. 

User response: Click OK and continue shopping 

CTGRC2910I {0} has been added to your favorite 

offerings. 


when the user adds an offering to their favorite 

offerings. 

CTGRC2912I {0} has been already added to your 

favorite offerings. 


when the user tries to add an offering that is already in 

their favorite offerings. 

CTGRC2913E {0} is not a valid value. {1} 

Explanation: This message is displayed when the field 

validation for an attribute has failed. 


User response: Correct the problem specified in the 

error message. 


CTGRC2914E The Catalog Request was not 

submitted. The approval process 

requires that the requestor has a 

Supervisor specified in the Person 

record. Contact the system administrator. 

Explanation: This message is displayed when the line 

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 

submitted. 


User response: Correct the problem specified in the 

error message, then resubmit. 


CTGRC2909I CTGRC2914E 



CTGRC3001E Failed to approve Catalog Order {0} 

generated from item {1} due to: {2}. 



creation of an approved Catalog Order and there is a 

problem in the approval of the Catalog Order. 


User response: Correct problem or contact an 



necessary. 

CTGRC3002 Failed to start workflow on Catalog 

Purchase Requisition/Catalog Order 

generated from Offering {0} due to: {1}. 


Catalog Request is approved, resulting in a workflow 

being kicked off (and failing) for a newly created 

Catalog Purchase Requisition or Catalog Order. 





necessary. 

CTGRC3002E Failed to start workflow on Catalog 

Purchase Requisition/Catalog Order 



Catalog Request is approved, resulting in a workflow 

being kicked off (and failing) for a newly created 

Catalog Purchase Requisition or Catalog Order. 





necessary. 

CTGRC3003 Failed to approve Catalog Purchase 

Requisition {0} generated from Offering 

{1} due to: {2}. 



creation of an approved Catalog Purchase Requisition 

and there is a problem with the approval of the Catalog 

Purchase Requisition. 






necessary. 

CTGRC3003E Failed to approve Catalog Purchase 

Requisition {0} generated from Offering 

{1} due to: {2}. 



creation of an approved Catalog Purchase Requisition 

and there is a problem with the approval of the Catalog 






necessary. 

CTGRC3004 Failed to create Catalog Order from 

Catalog Purchase Requisition {0} 




creation of a Catalog Order and there is a problem with 

creating the Catalog Order. 





necessary. 

CTGRC3004E Failed to create Catalog Order from 

Catalog Purchase Requisition {0} 




creation of a Catalog Order and there is a problem with 

creating the Catalog Order. 





necessary.

CTGRC3005 Catalog Request {0} is already being 

processed. 

Explanation: This message is displayed when an order 

is attempted for a Catalog Request that is already in the 

reorder state. 


User response: Click OK to continue. Refresh the 

screen. 

Administrator response: Contact IBM if this persists. 

CTGRC3006 Failed to process Catalog Request due to 

database errors: {0}. 

Explanation: This message is displayed in the order 

process when the processing of a Catalog Request 

generates database exceptions. 


User response: Try again or contact an administrator. 

Administrator response: Investigate database issues. 

CTGRC3006E Failed to process Catalog Request due 

to database errors: {0}. 


process when the processing of a Catalog Request 

generates database exceptions. 



Administrator response: Investigate database issues. 

CTGRC3007 Catalog Request processing failed and 

rolled back. Cause: {0}. 


process when there are problems creating the 

pmscreorder set. 


User response: Correct cause of problem or contact 



necessary. 

CTGRC3007E Catalog Request processing failed and 

rolled back. Cause: {0}. 


process when there are problems creating the 

pmscreorder set. 


User response: Correct cause of problem or contact 



necessary. 

CTGRC3008 Failed to process Catalog Order due to 

exclusive access by user {0}. 

Explanation: This message is displayed when a direct 

order is already in use. 



Administrator response: Investigate and assist the 

operator as necessary. 

CTGRC3008E Failed to process Catalog Order due to 

exclusive access by user {0}. 

Explanation: This message is displayed when a direct 

order is already in use. 



Administrator response: Investigate and assist the 

operator as necessary. 

CTGRC3009 Approved by Catalog Request 

processing. 

Explanation: This message is set as a memo when a 

Catalog Purchase Requisition is automatically approved 

in the order process kicked off when a Catalog Request 

is approved. 




CTGRC3010 Generated by Catalog Request 

processing. 

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. 




CTGRC3010E Generated by Catalog Request 

processing. 

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. 







CTGRC3011 Offering {0} is in {1} status. Order is not 

allowed. 

Explanation: This text is generated when the Offering 

is not in an ACTIVE state during Catalog Request 

processing. 



Administrator response: Contact IBM. 

CTGRC3011E Offering {0} is in {1} status. Order is 

not allowed. 

Explanation: This text is generated when the Offering 

is not in an ACTIVE state during Catalog Request 

processing. 



Administrator response: Contact IBM. 

CTGRC5500 Common PMP not installed. 

Explanation: Common PMP is required to create a 

ticket. 


User response: Install Common PMP. Then try your 



CTGRC5500E Common PMP not installed. 

Explanation: Common PMP is required to create a 

ticket. 


User response: Install Common PMP. Then try your 



CTGRC5501 Ticket not created. 

Explanation: There was an error creating the ticket. 

See the log to determine the cause of the failure. 


User response: Correct the error. Then try your 




CTGRC5501E Ticket not created. 

Explanation: There was an error creating the ticket. 

See the log to determine the cause of the failure. 





CTGRC5502 Work Order not created. 

Explanation: An error occurred while creating the 

ticket. See the log to determine the cause of the failure. 





CTGRC5502E Work Order not created. 

Explanation: An error occurred while creating the 

ticket. See the log to determine the cause of the failure. 





CTGRC5503 Service Request not created. 

Explanation: An error occurred in creating the Service 

Request. See the log to determine the cause of the error. 





CTGRC5503E Service Request not created. 

Explanation: An error occurred in creating the Service 

Request. See the log to determine the cause of the error. 







CTGRC5504I CTGRC5508 

CTGRC5504I Work Order {0} was created. 

Explanation: Work Order {0} was successfully created. 




CTGRC5505I {0} Catalog Orders have been generated 

successfully, from number {1} to {2}. 

Explanation: 




CTGRC5506I Ticket {0} was created. 

Explanation: The Process Manager request was 

successfully created. 




CTGRC5507 The type selected is not SCAT. 

Explanation: The type is not valid for a Catalog Order. 


User response: Change the type to SCAT. Then try 


Administrator response: Change the type to SCAT. 

CTGRC5507E The type selected is not SCAT. 

Explanation: The type is not valid for a Catalog Order. 


User response: Change the type to SCAT. Then try 


Administrator response: Change the type to SCAT. 

CTGRC5508 Catalog Order does not exist. Enter 

another Catalog Order. 

Explanation: The Catalog Order cannot be found. 


User response: Enter a valid Catalog Order number. 


Administrator response: Enter another Catalog Order 

number. 


CTGRC5508E Catalog Order does not exist. Enter 

another Catalog Order. 

Explanation: The Catalog Order cannot be found. 


User response: Enter a valid Catalog Order number. 


Administrator response: Enter another Catalog Order 

number. 

CTGRC5509E The status of the Catalog Order should 

be APPROVED or IN PROGRESS. 

Explanation: The Catalog Order should be in the 

APPROVED or IN PROGRESS state before doing this 

operation. Cannot be found. 


User response: Change the status of the Catalog Order 

to APPROVED or IN PROGRESS. Then try your 



Catalog Order to approved or In Progress. 

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. 

Explanation: You can only delete a Catalog Order line 

in the Catalog Orders application. 


User response: Use the Catalog Orders application to 

delete the Catalog Order line. 


CTGRC5511E You cannot delete a catalog order line 

against which receipts have taken place. 

Explanation: 




CTGRC5512E The cancel Catalog Order {0} request 

will be sent to the vendor {1} via an 

e-commerce transaction. 

Explanation: The request will be sent to the vendor 

for fulfillment. 







CTGRC5514E Cannot duplicate a release catalog 

order. 

Explanation: 




CTGRC5515E Could not change Catalog Order {0} 

status to {1}. 

Explanation: The status could not be changed. 


User response: Check the log and correct any errors. 


Administrator response: Check the Catalog Order. 


CTGRC5516E Distribution lines can be deleted only 

for Catalog Orders with a status of 

WAITING ON APPROVAL. 

Explanation: Distribution lines can be deleted only for 

catalog orders with a status of Waiting on Approval. 


User response: Change the status to WAITING ON 

APPROVAL. Then try your request again. 

Administrator response: Change the status to waiting 

on approval and then try your request again. 

CTGRC5517E Cannot complete receipts. Approve the 

Catalog Order. Then try your request 

again. 

Explanation: Cannot complete receipts if the Catalog 

Order is not approved. 


User response: Approve the Catalog Order. Then try 


Administrator response: Approve the catalog order 

and then try your request again. 

CTGRC5518E 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. 

Explanation: You can only delete a Catalog Order line 

in the Catalog Orders application. 


User response: Use the Catalog Orders application to 

delete the Catalog Order line. 



CTGRC5519E No Service Fulfillment or description 

specified. 

Explanation: A Service Fulfillment or a description is 

required on line {0}. 


User response: Enter a Service Fulfillment or 

description. Then try your request again. 

Administrator response: Enter a service fulfillment or 

description and try your request again. 

CTGRC5520E No Service Fulfillment or description 

specified. 

Explanation: A Service Fulfillment or a description is 

required on line {0}. 


User response: Enter a Service Fulfillment or 

description. Then try your request again. 

Administrator response: Enter a service fulfillment or 

description and try your request again. 

CTGRC5521E No Catalog Order cost line. 

Explanation: Catalog Order line must have at least 

one Catalog Order cost line associated with it. 


User response: Add a Catalog Order cost line. Then 


Administrator response: Add a catalog order cost line 

and try your request again. 

CTGRC5522E Cannot add status record. Go to the 

Catalog Orders application and add a 

status to the Catalog Order. 

Explanation: A status object can only be created by 

the Catalog Order object. 


User response: Go to the Catalog Orders application 

and add a status to the Catalog Order. 


CTGRC5523E Cannot cancel Catalog Order. 

Explanation: The Catalog Order cannot be canceled 

because the vendor has sent notification of shipment. 







CTGRC5524E General Ledger credit account not 

valid. 

Explanation: Catalog Order line {0} has a General 

Ledger credit account that is not fully specified. 


User response: Specify the General Ledger credit 

account. Then try your request again. 

Administrator response: Specify the General Ledger 

credit account. 

CTGRC5525E Cannot close the Catalog Order. 

Complete the receipts. Then try your 


Explanation: Cannot close the Catalog Order because 

the receipts are not complete. 


User response: Complete the receipts. Then try your 


Administrator response: Complete the receipts and 

then try your request again. 

CTGRC5526E Cannot close the Catalog Order. The 

receipts are not complete. Wait until all 

the services are fulfilled. Then try your 


Explanation: Not all Service Fulfillments have been 

received for this Catalog Order. 


User response: Wait until all the services are fulfilled. 



CTGRC5527E Cannot close the Catalog Order. 

Approve the receipts for line {0}. Then 


Explanation: Cannot close the Catalog Order because 

unapproved receipts exist for line {0}. 


User response: Approve the receipts for line {0}. Then 


Administrator response: Approve the receipts for line 

{0} and then try your request again. 


CTGRC5528E Catalog Order {0} status changed to {1}. 

Explanation: 




CTGRC5529E Items have already been received for 

this Catalog Order. 

Explanation: 




CTGRC5530E Services have already been received 

for this Catalog Order. 

Explanation: 




CTGRC5531E Vendor not specified. 

Explanation: A vendor must be specified to approve 

this Catalog Order. 


User response: Specify a vendor. Then try your 



CTGRC5532E A distributed cost for the Catalog 

Order line has a General Ledger account 

that is not fully specified. 

Explanation: 


User response: Fully specify the General Ledger 






CTGRC5533E Cannot remove the Fulfillment 

Option. The Catalog Order is already 

approved. Cancel the Work Order, 

Service Request, or Process Manager 

request. Then try the request again. 

Explanation: 


User response: Cancel the Work Order, Service 

Request, or Process Manager request. Then try the 



CTGRC5534E The Fulfillment Option is not valid for 

Service Fulfillment. 

Explanation: The selected Fulfillment Option is not 

valid for the Service Fulfillment specified on the line. 


User response: Select a valid Fulfillment Option. Then 



CTGRC5535E The vendor company is not valid. 

Explanation: The vendor company record has been 

disabled. 


User response: Select a valid vendor. Then try your 


Administrator response: Select another vendor. 

CTGRC5536E No quantity is specified. 

Explanation: Quantity is required for this line type. 


User response: Specify the quantity. Then try your 



CTGRC5537E A Service Fulfillment must be selected 

before applying a Fulfillment Option. 

Explanation: A Service Fulfillment must be added to 

the line before applying a Fulfillment Option. 


User response: Select a Service Fulfillment. Then try 




CTGRC5538E The new status date cannot be earlier 

than the last status date. 

Explanation: Cannot change the status date to an 

earlier date. 


User response: Change the status date to a date that is 

later than the existing status date. Then try your 



CTGRC5539E The specified status does not exist. 

Explanation: This is not a valid status. 


User response: Specify a valid status. Then try your 



CTGRC5540E This status change is not allowed. 

Explanation: Cannot change the status to the 

requested status. 


User response: Specify a valid status change. Then try 



CTGRC5541E Status cannot be changed because a 

Change Order was created for this 

Catalog Order. 

Explanation: The status cannot be changed once a 

Change Order has been created. 




CTGRC5542E CO cannot be approved. The cost of 

the release CO exceeds the maximum 

amount for a single release. 

Explanation: 







CTGRC5543E Amount of order exceeds purchasing 

limits. 

Explanation: 




CTGRC5544E Catalog Order cannot be approved. 

Change the status of your Work Order. 

Then try the request again. 

Explanation: The Work Order in Catalog Order line is 

in either CLOSED, CANCELED, or WAITING ON 

APPROVAL status. 


User response: Change the status of your Work Order. 

Then try the request again. 


CTGRC5545E Catalog Order line has a General 

Ledger debit account that is not fully 

specified. 

Explanation: The General Ledger debit account must 

be fully specified. 


User response: Fully specify the General Ledger debit 



CTGRC5546E Allowed to change status from 

APPROVED to WAITING FOR 

APPROVAL. 

Explanation: 




CTGRC5547E The Catalog Order Line was not 

found. 

Explanation: 


User response: Create the Catalog Order line. Then try 




CTGRC5548E Cannot create more than one line per 


Explanation: Only one line is allowed per Catalog 

Order. 


User response: Create a new Catalog Order and add 

your line to that Catalog Order. 


CTGRC5549E Catalog order line {0} is not valid for 

Catalog Order {1}. 

Explanation: The line number specified was not found 

for the Catalog Order. 


User response: Specify a valid line number. Then try 



CTGRC5550E Two Catalog Order lines cannot have 

the same line number. 

Explanation: 


User response: Specify a different Line number. Then 



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. 


User response: Select another Catalog Order. Then try 


Administrator response: Select another Catalog Order 

and try your request again. 

CTGRC5552I This action will change the current 

values. Are you sure you want to 

modify the Fulfillment Option? 

Explanation: 


User response: Click No to cancel the request or Yes 

to continue. 


CTGRC5548E CTGRC5552I 



CTGRC5553I Catalog Order {0} has been generated 

successfully. 

Explanation: The Catalog Order was created. 




CTGRC5554E Offerings have already been received 

for this Catalog Order. 

Explanation: 




CTGRC5555E Cannot duplicate a Catalog Order with 

a status different than {0}. 

Explanation: Cannot add a new line to the Catalog 

Order. Only one line is allowed on the Catalog Order. 


User response: Create a new Catalog Order for the 

line. 


CTGRC5556E Cannot close the Catalog Order until 

the associated {0} {1} is closed. 

Explanation: The Offering has not been delivered. 


User response: Close the {0} {1}. Then try your request 

again. 

Administrator response: Close the {0} {1} and then try 


CTGRC5557E Cannot apply the Fulfillment Option. 

The Catalog Order is already approved. 

Cancel the Work Order, Service Request, 

or Process Manager request. Then 

change Catalog Order status to waitting 

for approve and try the request again. 

Explanation: 


User response: Cancel the Work Order, Service 

Request, or Process Manager request. Then change 

Catalog Order status to waitting for approve and try 

the request again. 



CTGRC6001 Are you sure you want to delete 

shopping cart line item {0}? 

Explanation: 




CTGRC6002 The shopping cart is empty to be submit 

Explanation: 




CTGRC6500I Closed by Catalog Purchase 

Requisition. 

Explanation: 




CTGRC65010E Cannot delete the Catalog Purchase 

Requisition. 

Explanation: This Catalog Purchase Requisition cannot 

be deleted. 



Administrator response: Select a different operation. 


CTGRC6502E Only one line is allowed per Catalog 


Explanation: Only one line is allowed for each 

Catalog Purchase Requisition. The current Catalog 

Purchase Requistion already contains a line. 


User response: Create a new Catalog Purchase 

Requisition for the line. Then try your request again. 

Administrator response: Create a new catalog 

requisition for the next line. 




CTGRC6503E The quantity is incorrect. 

Explanation: The quantity entered cannot be greater 

than the Catalog Purchase Request line quantity. 


User response: Change the quantity. Then try your 


Administrator response: Change the quantity and 


CTGRC6504E The line number is incorrect. 

Explanation: Two catalog purchase requisition lines 

cannot have the same line number. 


User response: Change the line number. Then try your 


Administrator response: Change the line number and 


CTGRC6505E Catalog Order {0} already exists. 

Explanation: Cannot have two Catalog Orders with 

the same number. 


User response: Change the Catalog Order number. 


Administrator response: Change the catalog order 

number and then try your request again. 

CTGRC6506E Cannot create the Catalog Order. 

Explanation: Cannot create a Catalog Order when the 

Catalog Purchase Requisition is in an incorrect status. 

The status should be {0}. 


User response: Change the status to {0}. Then try your 


Administrator response: Change the status to {0} and 


CTGRC6507E Invalid status change request. Could 

not change Catalog Purchase Request {0} 

status to {1}. 

Explanation: Could not change Catalog Purchase 

Request {0} status to {1}. 


User response: Try a valid status change. 

Administrator response: Try a valid status change. 


CTGRC6508I Catalog Purchase Requisition {0} status 

changed to {1}. 

Explanation: The status was successfully changed to 

{1}. 




CTGRC6509E Cannot create Catalog Order. Approve 

the Catalog Purchase Requisition. Then 


Explanation: Catalog Purchase Requisition must have 

a status of APPROVED to create a Catalog Order. 


User response: Approve the Catalog Purchase 

Requisition. Then try your request again. 

Administrator response: Approve the Catalog 

Purchase Request and then try your request again. 

CTGRC6510E Cannot delete the Catalog Purchase 

Requisition. 

Explanation: This Catalog Purchase Requisition cannot 

be deleted. 



Administrator response: Select a different operation. 


CTGRC6511E Cannot delete line {0} because it has 

been assigned to a Catalog Order. 

Explanation: Line {0} cannot be deleted because it has 

been assigned to a Catalog Order. 


User response: Cancel your Catalog Order. Then try 



CTGRC6512E Cannot undelete the Catalog Purchase 

Requisition. Go to the Catalog Purchase 

Requisition application. Then try your 


Explanation: Cannot undelete a Catalog Purchase 

Requisition line if the owner is not a Catalog Purchase 

Requisition. 


User response: Go to the Catalog Purchase Requisition 

Application. Then try your request again. 





CTGRC6513E Cannot create Offering line. Use the 

Catalog Purchase Requisition object to 

create the Offering line. Then try your 


Explanation: An Offering line can only be created by 

the Catalog Purchase Requisition object. 


User response: Use the Catalog Purchase Requisition 

object to create the Offering line. Then try your request 

again. 


CTGRC6514E Cannot approve Catalog Purchase 

Requisition. Change the status to a valid 

status. Then try your request again. 

Explanation: Cannot approve a Catalog Purchase 

Requisition of this status. 


User response: Change the status to a valid status. 


Administrator response: Change the status to a valid 


CTGRC6515E Cannot close Catalog Purchase 

Requisition. Change the status to a valid 


Explanation: Cannot close a Catalog Purchase 

Requisition of this status. 


User response: Change the status to a valid status. 


Administrator response: Change the status to a valid 


CTGRC6516E Cannot close Catalog Purchase 

Requisition. Create the Catalog Order or 

cancel the Catalog Purchase Requisition. 

Explanation: Cannot close a Catalog Purchase 

Requisition whose lines have not been assigned to a 



User response: Create the Catalog Order or cancel the 

Catalog Purchase Requisition. 



CTGRC6517E Cannot cancel Catalog Purchase 

Requisition. Cancel the Catalog Order. 


Explanation: Cannot cancel a Catalog Purchase 

Requisition whose line items have been assigned to the 



User response: Cancel the Catalog Order. Then try 



CTGRC6518E No Catalog Purchase Requisition lines 

specified. 

Explanation: Cannot approve a Catalog Purchase 

Requisition with no lines. 


User response: Add a line. Then try your request 

again. 

Administrator response: Add a line and then try your 


CTGRC6519E All Catalog Purchase Requisition lines 

have been assigned. 

Explanation: Catalog Purchase Requisition lines can 

only be assigned to one Catalog Order. 


User response: Select another Catalog Purchase 

Requisition to assign the lines. Then try your request 

again. 

Administrator response: Select another Catalog 

Purchase Requisition to assign the lines. Then try your 


CTGRC6520E Cannot add a line to the Catalog 


Explanation: Lines can only be added to a Catalog 

Purchase Requisition with a status of {0}. 


User response: Choose another Catalog Purchase 

Requisition to add the lines. 

Administrator response: Chose another Catalog 

Purchase Requisition to add the lines. 




CTGRC6521E Cannot distribute cost. Add a line. 

Then distribute the cost. 

Explanation: A line must be defined before you can 

distribute the cost. 


User response: Add a line. Then distribute the cost. 

Administrator response: Add a line and then 

distribute the cost. 

CTGRC6522I Enter a Catalog Order number. 

Explanation: You must enter a Catalog Order number 

to create the Catalog Order. 


User response: Enter a Catalog Order number. Then 


Administrator response: Enter a Catalog Order 

number. 

CTGRC6523E Invalid status change. 

Explanation: Cannot change the status to {0}. 


User response: Select a valid status. Then try your 


Administrator response: Select a valid status. Then try 


CTGRC6524E The Catalog Purchase Requisition {0} 

is CLOSED or CANCELED and must 

remain unchanged. 

Explanation: The Catalog Purchase Requisition is in 

history, and no further action can be taken against this 

record. 





Purchase Requisition and try your request again. 

CTGRC6525E The Catalog Purchase Requisition {0} 

is CLOSED or CANCELED. Cannot 

create Catalog Order. 

Explanation: The Catalog Purchase Requisition is 

CLOSED or CANCELED. No further action can be 

taken against this record. 






Purchase Requisition. Then try your request again. 

CTGRC6526I The Catalog Order {0} has been created. 

Explanation: The Catalog Order has been created. 




CTGRC6527E Cannot close the Catalog Purchase 

Requisition. Close the Catalog Order {0}. 


Explanation: The Catalog Order {0} associated with 

the Catalog Purchase Requisition is still open. 


User response: Close the Catalog Order {0}. Then try 


Administrator response: Close the Catalog Order {0}.

CTGRC7600 Enter a text to search. 

Explanation: A text search string need be addedr. 


CTGCF 



This section contains messages that begin with the prefix CTGCF. 

CTGCF0320E Cannot delete the default lifecycle. 

Explanation: There must always be one default 

lifecycle. 


User response: Choose another lifecycle to be the 

default before attempting to delete this one. 

Administrator response: Choose another lifecycle to 

be the default before attempting to delete this one. 

CTGCF0321E Cannot delete the default state. 

Explanation: Every lifecycle must have one default 

(initial) state. 


User response: Choose another state in this lifecycle to 

be the default before attempting to delete this one. 

Administrator response: Choose another state in this 

lifecycle to be the default before attempting to delete 

this one. 

CTGCF0322E Lifecycle name must be unique. 

Explanation: Every lifecycle must have a unique 

name. 


User response: Change the name of the lifecycle. 

Administrator response: Change the name of the 

lifecycle. 

CTGCF0323E Lifecycle assignment must be to a 

unique and non-empty CI classification. 

Explanation: Each CI classification can be assigned to 

at most one lifecycle. One of the CI classifications you 

have specified for this lifecycle has been assigned to a 

different lifecycle. 


User response: Remove the duplicate assignment. 

Administrator response: Remove the duplicate 

assignment. 

CTGRC7600 CTGCF0323E 


CTGCF0324E CTGCF0327E 

CTGCF0324E Unexpected Remote Exception. 

Explanation: The CCMDB server threw an unexpected 

exception. 


User response: Inspect the exception. If it has 

instructions for the operator, follow them. Otherwise, 

contact an administrator. 

Administrator response: Inspect the exception, and if 

necessary the log. The error is possibly associated with 

an EJB, LDAP, or networking problem. 

CTGCF0325E Unexpected IT Infrastructure 

Exception. 

Explanation: The CCMDB server threw an unexpected 

exception. 


User response: Inspect the exception. If it has 

instructions for the operator, follow them. Otherwise, 

contact an administrator. 

Administrator response: Inspect the exception, and if 

necessary the log. The error is possibly a database or 

configuration problem. 

CTGCF0326E State names must be unique in a 

lifecycle. 

Explanation: The same state name may appear in 

multiple lifecycles, but can only appear once in any 

single lifecycle. 


User response: Change the duplicate state in this 

lifecycle. 

Administrator response: Change the duplicate state in 

this lifecycle. 

CTGCF0327E Duplicate transitions between the same 

states within a lifecycle. 

Explanation: The same transition cannot occur more 

than once between any pair of lifecycle states in a 

single lifecycle. 


User response: If you are using MEA, remove the 

duplicate. If you are using the CCMDB UI, contact an 

administrator or IBM. 

Administrator response: In MEA, this probably 

constitutes an error in how MEA is being invoked. The 

CCMDB UI should never generate this error. If it does, 

contact IBM. 


CTGCF0328E CI is in a lifecycle state from which 

there are no available transitions. 

Explanation: The CI is in a state in its lifecycle from 

which no other state can be reached. 


User response: It is likely that this behavior is correct. 

If it is not, contact an administrator. 

Administrator response: It is likely that this behavior 

is correct. If it is not, edit the lifecycle using the CI 

Lifecycle application. 

CTGCF0329E CI state {0} has the internal label {1}, 

which cannot be made a protected state. 

Explanation: Certain states cannot be made protected, 

because it would make it impossible to have a CI enter 

or leave that state. 


User response: Choose a different state, or create a 

new state with an internal value of CUSTOM in the 

Domains application. 

Administrator response: Choose a different state, or 

create a new state with an internal value of CUSTOM 

in the Domains application. 

CTGCF0330E The selected CIs have no transitions in 

common. 

Explanation: The selected CIs have no transitions in 

common. Some are either in different states or 

associated with different lifecycles, or both. 


User response: Choose a set of CIs that are all in the 

same state and associated with the same lifecycle. If 

you are not sure which lifecycle each CI is using, 

choose a set of CIs that are all in the same state and all 

have the same classification. 

Administrator response: Choose a set of CIs that are 

all in the same state and associated with the same 

lifecycle. If you are not sure which lifecycle each CI is 

using, choose a set of CIs that are all in the same state 

and all have the same classification. 

CTGCF0331E Lifecycle {0} is associated with one or 

more CIs. Are you sure you wish to 

delete it? 

Explanation: There are existing CIs associated with 

this lifecycle. If you delete the lifecycle, the CIs will 

then use the default lifecycle. This may lead to 

unexpected behavior if the CIs are in states that do not 

appear in the default lifecycle. 


User response: Review the default lifecycle to make 

sure this behavior is appropriate. 

Administrator response: Review the default lifecycle 

to make sure this behavior is appropriate. 

CTGCF0332E This lifecycle assignment is associated 

with one or more CIs. Are you sure you 

wish to delete it? 

Explanation: There are existing CIs that have the 

classification you wish to disassociate from this 

lifecycle. If you remove the assignment, the CIs will 

then use the default lifecycle. This may lead to 

unexpected behavior if the CIs are in states that do not 

appear in the default lifecycle. 


User response: Review the default lifecycle to make 

sure this behavior is appropriate. 

Administrator response: Review the default lifecycle 

to make sure this behavior is appropriate. 

CTGCF0333E CI {0} is not a target CI of a Change 

work order that is in Approved or In 

Progress status. Therefore it cannot be 

moved into or from the following 

protected state: {1}. 

Explanation: A CI in a protected state cannot be 

modified unless there is an associated Change 

Workorder that is in Approved or In Progress status. 


User response: Select an associated Change Workorder 

that is in Approved or In Progress status. 

Administrator response: None. 

CTGCF0401E This CI is reclassified and the current 

status {0} does not exist in the new 

lifecycle {1}. \nClick "Yes" to reassign 

the CI status to the default state {2} of 

the new lifecycle {1}. \nClick "No" to 

keep the current status and you must 

change it manually to make the CI 

status valid. 

Explanation: This configuration item is reclassified 

and its current status does not exist in the lifecycle 

associated with its new classification. You can agree to 

reassign it to the default state of the new lifecycle, or 

you can change the status manually. 



User response: Note that if you click "No," the 

configuration item will be in an invalid state until you 

change it to a state in its new lifecycle. You cannot 

perform any other action on this configuration item 

while it is in an invalid state. 

Administrator response: Have the policy to ensure 



that all configuration items have a valid status. 

CTGCF0402E Lifecycle {0} cannot be deleted. One or 

more CIs are associated with this 

lifecycle. Assign a new lifecycle to this 

CI classification or reclassify the CIs of 

the assigned classifications. 

Explanation: There are configuration items in a 

classification associated with this lifecycle. The lifecycle 

can not be deleted because the status of the associated 

CIs might become invalid. 


User response: View the list of configuration items 

associated with this lifecycle. You can assign them to 

other classifications, or you can choose different CI 

lifecycles to apply to their classifications. 

Administrator response: Delete CI classification 

assignments or reclassify the CIs of the assigned 

classifications. 

CTGCF0403E State {0} cannot be deleted from this 

lifecycle. One or more CIs associated 

with this lifecycle are in this status. 

Explanation: There are configuration items associated 

with this lifecycle and in this status. 


User response: View the list of configuration items 

that are in this state. Move them to different lifecycle 

states before you attempt to delete this state. 

Administrator response: Make sure no configuration 

items associated with this lifecycle are in this status. 

CTGCF0404E The status of the following {0} CIs 

does not exist in their new lifecycles. 

Click "No" to stop. \nClick "Yes" to 

continue and the status of these CIs will 

be changed to the default state of their 

new lifecycle. {1} 

Explanation: Some configuration item classifications 

are either to be associated with this lifecycle from the 

default lifecycle or to be associated with the default 

lifecycle from this lifecycle. The status of some CIs of 

these classifications does not exist in their new 

lifecycles. 


User response: You can choose to change these CIs to 

the default state of the new lifecycle, or you can stop 

and add one or more states to the new lifecycle. 

Administrator response: Before assigning a new 

lifecycle to a CI classification, review the states in the 

lifecycle currently used for that classification. Make 

sure the states of the CIs of these classifications exist in 

their new lifecycles. 


CTGCF0406E Lifecycle {0} does not have a default 

state. 

Explanation: Every lifecycle must have one default 

(initial) state. 


User response: Choose a state in this lifecycle to be 

the default state. 

Administrator response: Choose a state in this 

lifecycle to be the default state. 

CTGCF0410E The reconciliation record with CINUM 

{0} and attrribute {1} created on {2} failed 

validation due to an unknown error. 

There are {3} failures and all the failed 

records can not be updated. Continue to 

update the others? 

Explanation: 


User response: Review the selected record and try 

again. 



{0} and attrribute {1} created on {2} can 

not be updated due to an unknown 

error. 

Explanation: 


User response: Review the selected record and try 

again. 



{0} and attrribute {1} created on {2} has 

already been resolved. 

Explanation: 


User response: To update it again remove the resolved 

check mark, save the record, and try the operation 

again. 






{0} and attrribute {1} created on {2} failed 

validation. It has already been resolved. 




Explanation: 


User response: Review the selected records and try 

again. 



{0} created on {1} has failed to update 

since the actual CI does not exist now. 

Explanation: 



again. 



{0} created on {1} failed validation. The 

actual CI does not exist now. There are 

{2} failures and all the failed records can 

not be updated. Continue to update the 

others? 

Explanation: 



again. 



{0} and attribute {1} created on {2} can 

not be promoted since both the CI and 

actual CI attribute values are the same. 

Explanation: 


User response: Select a different record to promote. 




{0} and attribute {1} created on {2} failed 

validation. Both the CI and actual CI 

attribute values are the same. There are 

{3} failures and all the failed records can 


others? 

Explanation: 


User response: Select a different record to promote. 



{0} and attribute {1} created on {2} can 

not be updated since the CI is in the 

protected state and it has no Change 

Number. 

Explanation: 


User response: Assign the CI to a valid Change then 

attempt to promote it again. 



{0} and attribute {1} created on {2} failed 

validation since the CI is in the 

protected state and it has no Change 

Number. There are {3} failures and all 

the failed records can not be updated. 

Continue to update the others? 

Explanation: 


User response: Assign the CI to a valid Change then 

attempt to promote it again. 




since the CI does not exist now. 

Explanation: 



again. 







CI does not exist now. There are {2} 

failures and all the failed records can 


others? 

Explanation: 



again. 


CTGCF0422E The record of CI {0} with attribute {1} 

is selected more than once. Continue to 


Explanation: 



again. 




since the CI attribute does not exist 

now. 

Explanation: 



again. 




CI attribute does not exist now. There 

are {2} failures and all the failed records 

can not be updated. Continue to update 

the others? 

Explanation: 



again. 





since the actual CI attribute does not 

exist now. 

Explanation: 



again. 



{0} created on {1} failed validation. There 

are {2} failures and all the failed records 

can not be updated. The actual CI 

attribute does not exist now. Continue to 


Explanation: 



again. 


CTGCF0429E No records were selected. 

Explanation: To update the CI attribute value records 

must first be selected. Select some records and try the 

operation again. 



again. 



{0} created on {1} failed to update since 

the actual CI attribute {2} does not exist 

any more. 

Explanation: The attribute on the actual CI does not 

exist any more. Reconcillation is no longer possible. 


User response: None. 

Administrator response: The attribute on the actual CI 

does not exist any more. Reconcillation is no longer 

possible. 





{0} created on {1} failed validation since 

the actual CI attribute {2} was deleted. 



update all the others? 

Explanation: The attribute on the actual CI was 

deleted. Reconcillation on that record is not possible. 

However it might be possible to update the remaining 

records. 



Administrator response: The attribute on the actual CI 

was deleted. Reconcillation on that record is no longer 

possible however this record can be marked resolved. 


{0} created on {1} failed to update since 

the authorized CI attribute {2} was 

deleted. 

Explanation: The attribute on the authorized CI was 

deleted. Reconcillation is no longer possible. 



Administrator response: The attribute on the 

authorized CI was deleted. Reconcillation is no longer 

possible. The authorized CI attribute can be deleted. 

This record can be marked resolved. 


{0} created on {1} failed validation since 

the authorized CI attribute {2} was 

deleted. There are {3} failures and all the 

failed records can not be updated. 

Continue to update all the others? 

Explanation: The attribute on the authorized CI was 

deleted. Reconcillation on that record is not possible. 

However it might be possible to update the remaining 

records. 



Administrator response: The attribute on the 

authorized CI was deleted. Reconcillation on that 

record is no longer possible however this record can be 

marked resolved. 


CTGCF0434E Process Request {0} has been created. 

\n Record your Service Request for 

future reference. 

Explanation: Process Request has been created. 

CTGCG 




This section contains messages that begin with the prefix CTGCG. 

CTGCG1000E The Release Process Manager is not 

installed. 

Explanation: The Release Process Manager is not 

installed. 



Administrator response: Install the Release Process 

Manager. 

CTGCG1001E A Change is not selected. 

Explanation: A Change must be selected to perform 

this operation. 


User response: Select a Change and resubmit. 


CTGCG1002E Change is already in Release {0} 

Explanation: The selected Change is already related to 

the selected Release. 


User response: Choose a different Change or Release. 


CTGCG1003E Change is not in Release. 

Explanation: The selected Change is not related to the 

selected Release. 


User response: Choose a different Change, or choose a 

Release that is related to the selected Change. 


CTGCF0434E CTGCG1003E 


CTGCG1004E CTGCG1008E 

CTGCG1004E There is an outstanding request {0} to 

add this Change to a Release. 

Explanation: A Change that has a pending request 

against a Release cannot have another request 

submitted. 


User response: Cancel the request and resubmit. 


CTGCG1005E There is an outstanding request for 

these Changes, or they are already 

related to the Release : {0}. 

Explanation: There is an outstanding request for these 

Changes, or they are already in a Release. 


User response: Cancel the request or remove the 

Change from the Release. 


CTGCG1006E A start time is not specified. 

Explanation: A start time must be specified. 


User response: Enter a start time and resubmit. 


CTGCG1007E An end time is not specified. 

Explanation: An end time must be specified. 


User response: Enter an end time and resubmit. 


CTGCG1008E The end time does not follow the start 

time. 

Explanation: The end time must follow the start time. 


User response: Enter an earlier start time or a later 

end time. 



CTGCG1009E A search CI is not specified. 

Explanation: A search CI must be specified. 


User response: Enter a search CI and resubmit. 


CTGCG1010E A search CI collection is not specified. 

Explanation: A search CI collection must be specified. 


User response: Enter a search CI collection and 

resubmit. 


CTGCG1014E CopyRight should not be instantiated. 

Explanation: The copyright class should not be 

instantiated. 



Administrator response: Do not instantiate the 

copyright class. 

CTGCG1015E A Release is not selected. 

Explanation: A Release must be selected. 


User response: Select a Release and resubmit. 


CTGCG1016E A task is not specified. 

Explanation: A task must be specified. 


User response: Specify a task and resubmit. 


CTGCG1017E The only way to add a work period is 

if a Change Window owns it. 

Explanation: The only way to add a work period is if 

a Change Window owns it. 



Administrator response: ThePmChgWP MBO recieved 

a parent MBO that was not of type PMCHGCW. 




CTGCG1018E Start and end date must be entered on 

the change window before a new work 

period can be added. 

Explanation: Start and end date must be entered on 

the change window before a new work period can be 

added. 


User response: Enter a start and end date on the 

change window and save. 


CTGCG1020E {0} {1} does not satisfy the business 

rules to be a valid source CI. 

Explanation: The default business rule for a valid 

source CI: It should be in Operating Condition and it 

should belong to classification of SOFTWAREIMAGE. 


User response: Make sure the selected CI is within the 

specified business rules. 


CTGCG1022E There is no user assistance specified 

for this task or activity. 

Explanation: A value must be specified to launch the 

workflow for user assistance. 


User response: Enter a value for the Assisted 

Workflow for this task or activity and resubmit. 


CTGCG1023E An exception occurred. {0} 

Explanation: An unexpected exception occurred. 


User response: Contact IBM Support. 


CTGCG1024E Work Date must be within Change 

Window start and end date. 

Explanation: Work Date must be within Change 

Window start and end date. 


User response: Enter a Work Date within Change 

Window start and end date and save. 



CTGCG1026E A search collection is not specified. 

Explanation: A search collection must be specified. 


User response: Enter a search collection and resubmit. 


CTGCG1027E A search asset is not specified. 

Explanation: A search asset must be specified. 


User response: Enter a search asset and resubmit. 


CTGCG1028E A search location is not specified. 

Explanation: A search location must be specified. 


User response: Enter a search location and resubmit. 


CTGCG1029E There are no time windows available 

for use. 

Explanation: There are no time windows available to 

use as the current task's schedule. 


User response: Adjust the evaluation start/end time 

or the criteria options until one or more time windows 

result. 


CTGCG1030E There was no time window selected. 

Explanation: There was no time window selected to 

use as the current task's schedule. 


User response: Select a time window from the time 

window table. 


CTGCG1031E Cannot generate a schedule for task {0} 

in workorder {1} because its estimated 

duration is not set. 

Explanation: A estimated duration is required in order 

to automatically generate a schedule. 


User response: Set a non-zero estimated duration for 

the specified task. 





CTGCG1032E There is no scheduling solution 

available for task {0} in workorder {1}. 

Explanation: At least one candidate schedule time 

window must be available to result in a solution. 



or the criteria options until a schedule solution results. 


CTGCG1034E Cannot generate a schedule for task {0} 

in workorder {1} because of problems in 

the predecessor ordering of its siblings. 

Explanation: The predecessor setting for one or more 

of the sibling workorders is incorrect. 


User response: Inspect the predecessor settings of the 

sibling tasks and correct any invalid entries. 



available for workorder {0} - the 

duration of the time windows are too 

short. 

Explanation: The duration of the available time 

window solutions must be as large as the specified 

workorder's estimated duration. 


User response: Select the "Use Short Duration Time 

Windows" option and resubmit. 



available for workorder {0} - no task 

dependency time windows available. 

Explanation: There are no task dependency time 

windows available for a schedule solution. 


User response: Unselect the "Use Task Dependencies" 

option and resubmit. 




available for workorder {0} - no owner 

shift time windows available. 

Explanation: There are no owner shift time windows 

available for a schedule solution. 


User response: Unselect the "Use Owner Shifts" option 

and resubmit. 



available for workorder {0} - no change 

window time windows available. 

Explanation: There are no CI change window time 



User response: Unselect the "Use Change Windows" 




available for workorder {0} - no CI 

conflict time windows available. 

Explanation: There are no CI task conflict time 



User response: Unselect the "Use CI Conflicts" option 




available for workorder {0} - no owner 


Explanation: There are no owner task conflict time 



User response: Unselect the "Use Owner Conflicts" 






CTGCG1041E An implementation note is not 

specified. 

Explanation: An implementation note must be 

specified. 


User response: Specify an implementation note and 

resubmit. 


CTGCG1043E Cannot generate a schedule for 

activity {0} because its estimated 

duration is not set. 

Explanation: A estimated duration is required in order 

to automatically generate a schedule. 


User response: Set a non-zero estimated duration for 

the specified activity. 



available for activity {0}. 







CTGCG1045E Cannot generate a schedule for 

activity {0} because of problems in the 

predecessor ordering of its siblings. 

Explanation: The predecessor setting for one or more 

of the sibling activities is incorrect. 


User response: Inspect the predecessor settings of the 

sibling activities and correct any invalid entries. 



available for activity {0} - the duration of 

the time windows are too short. 


window solutions must be as large as the specified 

activity's estimated duration. 







available for this task. 








available for this task - the duration of 

the time windows are too short. 


window solutions must be as large as this task's 

estimated duration. 






available for this task - no task 

dependency time windows available. 

Explanation: There are no task dependency time 



User response: Unselect the "Use Task Dependencies" 




available for this task - no owner shift 

time windows available. 

Explanation: There are no owner shift time windows 

available for a schedule solution. 


User response: Unselect the "Use Owner Shifts" option 





CTGCG1051E CTGCG1054W 


available for this task - no change 

window time windows available. 

Explanation: There are no CI change window time 



User response: Unselect the "Use Change Windows" 




available for this task - no CI conflict 

time windows available. 

Explanation: There are no CI task conflict time 



User response: Unselect the "Use CI Conflicts" option 




available for this task - no owner 


Explanation: There are no owner task conflict time 



User response: Unselect the "Use Owner Conflicts" 



CTGCG1054W There are scheduling solutions 

available, but this task's scheduled start 

and finish times are out of range. 

Explanation: One or more candidate schedule time 

windows were found so a solution is possible, but this 

task's scheduled start and finish times are not within 

any of these time windows. 


User response: Select one of the time windows from 

the table and press the "Use Selected Time Window for 

Schedule" button or correct the schedule start and 

finish times manually. 



CTGCG1055W This task has already started. Do you 

still want to schedule it? 

Explanation: This task has already started because its 

actual start time is set. Confirm that you wish to still 

schedule this task. 


User response: Confirm that you wish to schedule this 

task. 


CTGCG1056W You have chosen an evaluation start 

time that is in the past. Are you sure 

you want to do this? 

Explanation: Normally tasks would be scheduled for a 

future time, therefore the evaluation time window 

should not be in the past. 


User response: Confirm that you wish to set an 

evaluation start time that is in the past. 


CTGCG1057E You have selected a Start Date that is 

outside the dates of the overall Change 

Window. 

Explanation: You cannot generate work periods 

outside the dates of the overall Change Window. 


User response: Reselect a Start Date within the overall 

Change Window dates. 


CTGCG1058E You have selected a End Date that is 


Window. 

Explanation: You cannot generate work periods 

outside the dates of the overall Change Window. 


User response: Reselect a End Date within the overall 



CTGCG1055W CTGCG1058E 



CTGCG1060E You have selected a Start Time that is 


Window. 

Explanation: You cannot generate individual change 

windows outside the dates of the overall Change 

Window. 


User response: Reselect a Start Time within the overall 



CTGCG1061E You have selected a End Time that is 


Window. 

Explanation: You cannot generate individual change 

windows outside the dates of the overall Change 

Window. 


User response: Reselect a End Time within the overall 



CTGCG1062E Change windows of zero time 

duration are not allowed. 

Explanation: You cannot generate a change window 

that is of zero time duration. 


User response: Adjust the start and end times of the 

change window so that the duration is greater than 

zero. 


CTGCG1063E You have not selected a duration that 

is greater that zero. 

Explanation: You cannot generate change windows 

that are of zero time duration. 


User response: Enter a duration that is greater than 

zero. 



CTGCG1064E This condition class cannot be used in 

this way. 

Explanation: This condition class cannot be used in 

this way. 


User response: You cannot use this condition in this 

way. 


CTGCG1065E Either the Approver or Approver 

Group must be specified. 

Explanation: Either the Approver or Approver Group 

must be specified. 


User response: Fill in the Approver or Approver 

Group 


CTGCG1066E Configuration Item field is invalid. 

Explanation: An invalid CINUM was specified. A 

valid CINUM is required in order to identify impacts. 

Verify the cinum value and try again. 


User response: Verify that the cinum value is correct 

and try again. 


CTGCG1071E No scheduling solution is available 

for activity {0}, because no time exists 

between the predecessor and successor 

activities. 

Explanation: 


User response: Reevaluate after performing one of the 

following actions: (1) increase the evaluation period if it 

is not long enough to accommodate the schedule of all 

the tasks in this activity and its predecessors and 

successors, or (2) create a larger time gap by decreasing 

the estimated durations of the predecessor and 

successor activity's tasks, or (3) do not select the Use 

Task Dependencies criterion if predecessor and 

successor activity schedules are not needed for 

evaluation. 





CTGCG1078E No implementation tasks have been 

defined for this Change. 

Explanation: You must define implementation tasks 

before impact can be assessed. 




CTGCG1079E No targets exist on the 

implementation tasks of this Change. 

Explanation: You must set targets on implementation 

tasks before their impact can be assessed. 




CTGCG1082E No impact assessment rules were 

configured so no impacts can be 

detected. 

Explanation: You must go to the Impact Analysis 

Configuration application and configure rules. 




CTGCG1083E No CIs or Assets have been set as 

targets of the Change. 

Explanation: The CINUM, ASSETNUM field of the 

Change or the targets of the Change must be set to 

preview impacts. 




CTGCG1084E No scheduling solution is available, 

because there is no time available 

outside of the restricted blackout 

periods during the specified time 

period. 

Explanation: 




is not long enough to find available time gaps, or (2) 

do not select the Use Restricted Blackout Periods 

criterion if restricted blackout periods should be 

ignored. 




for task {0} in workorder {1}, because 

there is no time available outside of the 

restricted blackout periods during the 

specified time period. 

Explanation: 





do not select the Use Restricted Blackout Periods 

criterion if restricted blackout periods should be 

ignored. 


CTGCG1086E No scheduling solution is available, 

because there is no time available 

outside of the lockdown blackout 

periods during the specified time 

period. 

Explanation: 





do not select the Use Lockdown Blackout Periods 

criterion if lockdown blackout periods should be 

ignored. 



for task {0} in workorder {1}, because 

there is no time available outside of the 

lockdown blackout periods during the 

specified time period. 

Explanation: 





do not select the Use Lockdown Blackout Periods 

criterion if lockdown blackout periods should be 

ignored. 





CTGCG1088E You cannot create a blackout period 

where the start and end times are the 

same. 

Explanation: 


User response: Adjust the start and end times of the 

blackout period 


CTGCG1089E You cannot delete an active blackout 

period. 

Explanation: 


User response: You can only delete expired or draft 

blackout periods. 


CTGCG1095E A blackout period cannot contain 

configuration items if it applies to all 

CIs. Deselect the Applies to All CIs 

checkbox for this blackout period before 

adding configuration items. 

Explanation: This blackout period applies to all 

configuration items so individual configuration items 

cannot be added. 


User response: Deselect the Applies to All CIs 

checkbox to add configuration items. 


CTGCG1096E Unable to add the configuration items 

because the blackout period applies to 

all CIs. Deselect the Applies to All CIs 

checkbox for this blackout period before 

adding configuration items. 

Explanation: This blackout period applies to all 

configuration items so individual configuration items 

cannot be added. 


User response: Deselect the Applies to All CIs 

checkbox of the current blackout period or select a 

different blackout period. 



CTGCG1097E Configuration items cannot be added 

unless the blackout period is in the 

draft state. 

Explanation: The current blackout period is either in 

the active or expired state. An active blackout period 

needs to be change to draft state to be updated. An 

expired blackout period can not be modified. 


User response: Check the status of the blackout 

period. If it is in active state, change it to draft to 

modify it. Expired blackout periods can not be 

modified. 


CTGCG1098E Configuration items cannot be 

removed unless the blackout period is 

in the draft state. 

Explanation: The current blackout period is either in 

the active or expired state. An active blackout period 

needs to be change to draft state to be updated. An 

expired blackout period can not be modified. 


User response: Check the status of the blackout 

period. If it is in active state, change it to draft to 

modify it. Expired blackout periods can not be 

modified. 


CTGCG1099E Approvers can not be added when a 

blackout period is in the active or 

expired state. 

Explanation: Blackout periods can only be modified 

while in the draft state. Approvers cannot be added 

while the blackout period is in the active or expired 

state. 


User response: If the blackout period is in active state, 

change it to draft to add approvals. Blackout periods in 

expired state can no longer be modified. 


CTGCG1100E Approvers can not be deleted when a 

blackout period is in the active or 

expired state. 

Explanation: Blackout periods can only be modified 

while in the draft state. Approvers cannot be deleted 

while the blackout period is in the active or expired 

state. 


User response: If the blackout period is in active state, 

change it to draft to add approvals. Blackout periods in 

expired state can no longer be modified. 





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Notices 219


Index 

A 

attachments 26 

C 

customer support 38 

D 

date and time 13 

DOCLINKS 26 

E 

e-mail address 20 

H 

hostname error 23, 30, 33 

L 

log file utility 9 

log files 8 

logs 8 

M 

maximo password 15 

messages 1 

P 

password 

change failures 14 

S 

Software Support 

contacting 38 

receiving weekly updates 38 

T 

time and date 13 

troubleshooting 

introduced 1 

V 

VMMSync failures 20 



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