This chapter covers the following topics:
A statement is a description of any aspect of a problem, its cause, or its resolution. Statements are organized into statement types.
A statement type is an identifying name associated with a particular part of the solution type. For example, symptom is a statement type within Symptom-Cause-Action solution type.
Statement types help organize statements by providing segmentation to the knowledge base. Statement types should have descriptive and intuitive names. A knowledge administrator can create an unlimited number of statement types for their company's specific needs, however, the knowledge base is more effective and easier to manage if you limit the number of statement types.
Note: You can map statement types in Oracle Knowledge Management to note types in Oracle TeleService. If you map a statement type to a note type, and users access Oracle Knowledge Management through the Advanced Search from TeleService, the note types to which you mapped statement types appear as statement criteria in the Statement section of the Advanced Search page.
The following procedures describe how to create a statement type.
Prerequisites
Oracle Knowledge Management administrators with edit permission (CS_Type_Edit) can create a new statement type.
Navigation
Setup > Types > Create Type
Notes
End-dating a statement type prevents any further statements of this type from being created after the end date has expired. Oracle Knowledge Management allows statements that are currently in progress to complete. End-dating does not delete the statement type from the database.
Clicking Create brings up the Statement Type page with a Related region,
You can associate the statement type only with a solution type from the View Solution Type page.
When you relate a statement type to an external link for a note type, relate one statement type to only one note type.
The following procedures describe how to view or edit a statement type.
Prerequisites
Internal users with view permission--CS_Statement_View--can view existing statement types. Oracle Knowledge Management administrators with edit permission (CS_Type_Edit) can edit a statement type.
Navigation
Setup > Types > Statement Types
Notes
Click the numbered link to navigate to the Statement Type page for the selected statement type.
Statement Type Page
Notes
On the View Statement Type page, you cannot associate a solution type with a statement type, but you can disassociate the solution type from a statement type.
You cannot delete the default statement type. You can only delete a statement type if no statement has ever used the statement type. You cannot undo the deletion procedure.
You cannot remove a solution type that a statement types uses if it is associated with existing solutions in the knowledge base.