What is the IBM TRIRIGA Support best practice for SRs and PMRs?

IBM TRIRIGA Support works on addressing problems through a problem ticketing system where each issue is logged as an IBM Service Request (SR) or Problem Management Report (PMR).  We manage problems reported via this process.

IBM TRIRIGA Support provides a support landing page titled “IBM TRIRIGA Information and Support Resources” which has a lot of very helpful information. This page has a Support Resources Home section that provides numerous links to some great resources, including a link to our IBM Service Request system, where you can open a Service Request (SR). On the “IBM TRIRIGA Information and Support Resources” page, there are also IBM Support phone numbers.

Once an SR/PMR is opened, it can be tracked for updates via the SR tool.  You may also request an update at any time and this will notify the Support team to follow up with you as soon as possible.

For the most efficient IBM TRIRIGA support experience…

  • There should only be one problem per SR/PMR per customer environment. This helps to keep the focus on a particular issue…
  • SRs/PMRs also have the concept of “severity”. This is a ranking that is set by the customer to indicate the urgency and importance…
  • When opening your SR/PMR, try to be as complete as possible and provide as much of the critical information as possible…

[Admin: This post is related to the 07.14.15 post about collecting data to resolve PMRs, the 07.07.15 post about resolving PMRs as soon as possible, and the 04.26.17 about outlining the process for SRs, PMRs, and APARs.]

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Are there best practices for data warehouse reporting & analytics?

In my current project, there was a suggestion to extract (updated) data from TRIRIGA, with a high frequency, and import it into some kind of data warehouse (DW) or business intelligence (BI) solution. Then, from there, perform more advanced reporting and analytics. Have other TRIRIGA solutions implemented something similar? Are there any TRIRIGA best practices or recommendations for staging area, extract-transform-load (ETL), DW, or BI reporting solutions?

[Admin: This post is related to the 12.15.16 post about the IBM TRIRIGA Connector for Watson Analytics. To see other related posts, use the ETL tag or Analytics tag.]

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What is the best practice for the SNAPSHOT_ISOLATION parameter?

One of our customers is trying to apply all the best practices from the TRIRIGA documentation with different recommendations. One of them is regarding:


Their database department is telling them that if they activate this parameter, they could be doing “dirty reads”. Mainly, if they read and modify in the same tables at the same time. They said that other products control this situation. They wanted to know if TRIRIGA controls it. In case that TRIRIGA controls these situations, they will change it. Can you please confirm if they should set this parameter to ON?

TRIRIGA controls data integrity within the context of the web application. These settings for MS SQL make it behave more like Oracle and DB2, and we recommend that they be set to ON.

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What is the best practice for migrating project templates?

Our client is asking for the proper way to migrate project templates (the project itself, tasks, dependencies, roles) between instances. Object migration (they use TRIRIGA 3.4.1) doesn’t move (template) associations, so as a result, all records are created separately. Can I ask your recommendation on a right way to do it?

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What are the best practices for validating data after a data load?

Are there any suggestions for tools or best practices on validating data after a legacy data load into TRIRIGA?

We are converting from 14 various legacy systems into TRIRIGA. And rather than relying on manual validation, we’d like suggestions for tools that could be used. Since the TRIRIGA database is so complex and convoluted, we thought it’d be best not to try compare scripts at the database level.

[Admin: This post is related to the 01.09.17 post about the best practice for localized data loading.]

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Can you stop the database and leave the TRIRIGA JVMs running?

What are the concerns about stopping my database for maintenance and leaving IBM TRIRIGA JVMs (JBoss, WebLogic, WebSphere) up and running at this point? Will they be reconnecting automatically after my database is up and running again? I need to programmatically schedule database maintenance for my TRIRIGA system.

When the database is down, the application server (JBoss, WebLogic, WebSphere) will be receiving connection issues to the JDBC component and JVMs will stop responding after that. If the database comes up again, the application server will not reconnect the JVM automatically. The JVM needs to be restarted manually after that.

The best practice for database maintenance requiring database shutdown will always be to shutdown all applications and sessions connected to it BEFORE the database itself. It gives systems the time to close the ongoing transactions gracefully.

If you need to coordinate database maintenance and JVMs automatic restarts, you need to create a batch script to manage that. This is a customized script (not under IBM TRIRIGA support) that will be stopping the JVMs first, then starting the database maintenance itself (likely stopping the database first), then restarting the database and firing commands to restart the application server IBM TRIRIGA JVMs.

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Why aren’t service requests available after customizing form?

When submitting a Change Space or Need Space request, I see the following message when I click on the Create Draft button:

“No services are available under the Service Request section for the building. Please contact the Application Administrator.”

If you look at the triBuilding form, it does not appear to have a “Service Request” section. Where should I be looking on the building record to address the issue?

This error is happening because I changed the name of the triChangeSpace form to cstChangeSpace since I needed to customize the form. If I keep my changes in place, I can rename the form to triChangeSpace and this message does not appear. The message also did not prevent me from being able to submit the request. The form name change also prevented me from selecting the Service Request type in the form, which I think is why the message is displayed in the first place…

As a side note, with the 3.5.1 introduction of object labels and revisions, you’re not required in 3.5.1 or later to use the classic “cst” naming convention any more. To others interested, here are the new naming convention best practices.

[Admin: This post is related to the 06.10.16 post about finding information on object labels and revisions.]

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