Product(s):	APM Implementation and Performance Management
	Version(s):	7
	Environment:	N/A
	Area:	N/A
	Subarea:	N/A

Problem Description

An APM user with an SAP Gateway/CMMS Interoperability integrations noticed that sometimes indicator readings would auto-acknowledge to open Notifications but at other times it would not.

Solution

User retested the functionality with technical support and indicator readings were resulting in automatic acknowledgement. Further investigation revealed that the original issue was due to a misunderstanding of the integration points for the SAP Gateway in 2 different cases.

Firstly, the QA environment where the test was done was not live connecting with SAP QA, as such initial notifications were not yet in Released status in SAP, APM doesn't recognize that there is an outstanding notification until this status changes to Released. This forces the acknowledgers to follow-up and get the Notification approved.

The second issue is that in the SAP Gateway integration, APM does not store a copy of the notification and as such does not store a reference to the maintenance order created from the notification, this is by design. Subsequently notifications are then approved/released and a work order is created, the user changes the status of the Notification to NOCO (notification complete). This is the user's inhouse process but this is not the standard process followed by APM, APM anticipates that the Notification remains open until the corrective work order is closed in a Gateway integration. So in APM's case since the status of the Notification is closed, APM assumes that the corrective action is completed and that the current alarm event is a new failure event requiring a new acknowledgement.

This functionality will not change in SAP Gateway integration as this functionality is obsolete and is replaced with Assetwise Interoperability. Assetwise Interoperability does keep a local, identity mapped copy of the SAP Notification and Maintenance Order in APM (via the solution package) along with the relationship between the two. When the user migrates to Assetwise Integration they will be able to auto-acknowledge to the notification and the corresponding maintenance order.