Statement Type

A ticket may consist of a number of Ticket Descriptions and Activities. Statement Type is used to categorize these individual ticket descriptions and activities.

This way it is possible to differentiate e.g. between initial reports from the users and the steps proposed by specialists. It can also be used to indicate an activity (Installation, Systemcheck, etc.).

• Statement Type can be used to keep the Shorttext in the Ticket Description simple. For instance, the Shorttext "Logon Failed" can be a report, a symptom, a query or the statement of the cause of the problem. By using the appropriate Statement Type, the natural language can be kept to a minimum, thus speeding up the documentation process.

• Typical values could be Symptom, Check, Solution, Analysis, Verify etc.

The Statement Type in Edit Mode

The following fields are available:

• Statement Type

  The name of the Statement Type, which indicates the content of the Ticket Description or Activity.

• Code

  A unique code for the Statement.

• Business Object Type

  The Business Object Type to which the Statement Type refers. Valid values are Ticket Description and Activity.

• Description Fact (Y/N)

  Indication of whether this statement type is used as a descriptive fact.

• Category

  Categories are used to classify statement types. (E.g. Activity, Agreement, External Orders etc.)

• Usage

  Optional comment on the Usage of this Statement Type. For instance which part of Valuemation Service / Change Manager this Statement Type might be used for.

• Comments

  Optional comments to describe the Statement Type more fully.

The following three 'Status' attributes apply only to Statement Types of 'Activity' BO Type:

• Status Created

  Default status of a newly created activity. Commonly set to 'Created'.

• Status Activated

  Status used when the activity is activated by the activity control. Commonly set to 'Activated'.

• Status Not Activated

  Status used when the activity control activates a subsequent activity in the activity sequence with the previous activity having been bypassed. Commonly set to 'Not activated'. For example, if a ticket could be approved either by stakeholder A or stakeholder B , was approved by stakeholder B and goes to the next step in the sequence, then the activity for approval by stakeholder B will be set to 'Not activated'.

  Which statuses are available depends on the selected Statement Type (i.e. type of Activity). For example, the statuses for Statement Type 'General Activity' will be 'Created (std)', 'Activated (std)' etc. while Statement Type 'Approval' will have 'Created (app)', 'Activated (app)' etc. This is due to different status diagrams/transitions of different types of Activity.

Statement Type in use

Statement Type is used to summarize the content of Ticket Descriptions or Activities. Once Statement Types have been created, they are listed in corresponding drop down boxes.