Q1 – True or False

The Ticket based objects, Service Requests, Incidents and Problems share the same set of statuses based on the synonym domain TKSTATUS.

Answer – False

Each class of ticket has its own synonym domain SRSTATUS, INCIDENTSTATUS and PROBLEMSTATUS.

The internal values of each synonym domain is the same across all three domains, it is required for status inheritance.

Q2 – What is the normal status order for any of the ticket based applications?

• A – DRAFT, QUEUED, INPRG, RESOLVED, CLOSED
• B – DRAFT, QUEUED, INPROG, COMP, CLOSE
• C – NEW, QUEUED, INPROG, RESOLVED, CLOSED
• D – NEW, APPR, INPRG, COMP, CLOSE

Answer – C

NEW, QUEUED, INPROG, RESOLVED and CLOSE. One other has been deliberately left out.

The statuses of a ticket are not the same as a work order, NEW instead of WAPPR, INPROG instead of INPRG, RESOLVED instead of COMP, CLOSED instead of CLOSE.

Q3 – What ticket status is used to pause the processing of the ticket, for example when you are waiting for the results of an investigation?

• A – PAUSED
• B – PENDING
• C – ONHOLD
• D – SUSPENDED

Answer – B

PENDING is used to suspend the ticket, it is a status that might have several synonyms that imply a reason for the ticket to be on hold.

Q4 – What two statuses on a Service Request are a synonym of CLOSED?

• A – CANCELLED
• B – COMPLETED
• C – WITHDRAWN
• D – DUPLICATE
• E – REJECTED

Answer – A and E

A user can change status to CANCELLED if the status is at NEW, they can use the trashcan button on the View Service Requests Role Based Application. The Service Request owner would change status to REJECTED if they do not want to proceed with the SR.

CANCELLED and REJECTED do not exist for Incidents and Problems.

Any synonym of CLOSED will set the HISTORYFLAG attribute and the record will become read-only. If a user has privilege they can use the Edit History Service Request action to make changes. A HISTEDIT status change is added to the status history.

Q5 – True or False

The View History action shows both the Status History and the Ownership History.

Answer – True

It is True. There are two table windows the Status History and the Ownership History, they are not connected.

It would be useful if the ownership history recorded the status when the ownership changed, but it doesn’t.

Q6 – True or False

A Service Request can inherit its status from a follow-up Incident.

Answer – True

When the follow-up Incident changes status the originating Service Request will change to the same status, or if this does not exist then the default status at the same internal level.

For example if the status of the incident is WOR – Waiting on Review, a synonym of QUEUED, then the Service Request’s status will become QUEUED.

Q7 – True or False

A Service Request can inherit its status from a follow-up work order.

Answer – True

Again it is true. When a follow-up work order is changed to COMP (Complete) then the originating Service Request’s status becomes RESOLVED.

It also works when the work order status is set to CLOSE the originating service request’s status is CLOSED. By default it works for work order status INPRG changing the SR status to INPROG but you can turn this off by setting the System Property – mxe.app.workorder.DoNotChangeTicketToINPROG to 1.

Q8 – What ticket attribute controls whether the status is updated by another record?

• A – STATUSINHERITANCE
• B – ALLOWSSTATUSUPDATE
• C – PARENTCHGSSTATUS
• D – INHERITSTATUS

Answer – D

It is INHERITSTATUS. It is set to 1 for Service Requests and 0 for Incidents and Problems.

It is a field which is hidden in the user interface, hence why it is a more difficult question.

Q9 – A Service Request creates an Incident and the Incident is marked as a Global Issue. Two Service Requests are related to the Incident with a relationship type of RELATED another two Service Requests are related with a relationship type of RELATEDTOGLOBAL. How many Service Requests are Resolved when the Incident is Resolved?

• A – 0
• B – 1
• C – 2
• D – 3
• E – 4

Answer – D

Tough question, as Incidents and Problems are not commonly used.

Three Service Requests will have a change of status to Resolved. The two SRs which have a RELATEDTOGLOBAL relationship type and the originating SR that created the Incident. Service Requests with a relationship type of RELATED do not receive status inheritance.

Q10 – An Incident at INPROG status has two activities at a status of INPRG. What is the status of the activities when you change status of the Incident to RESOLVED?

• A – INPRG
• B – RESOLVED
• C – CAN
• D – COMP

Answer – D

When you change status of an Incident to RESOLVED its activities are changed to COMP. When you change status of an Incident to CLOSED its activities are changed to CLOSE.

Activities are a class of work order and they will have work order statuses and not ticket statuses.