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 Control Desk 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 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 want to modify or delete one or more queries provided by the best practices content but are not able to do so.

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.
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.
  • 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
  • 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.
Parent topic: Best practices content for Service Desk

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