Stat 6.2 - User Guide


	NOTE: Before a CSR assigned to a workflow has been saved for the first time, if you have the security right, “Status Transfer Override” you can change the start status of the workflow to any status within the workflow diagram. You can only do this before saving the CSR. After you save, you begin the workflow in whichever status you selected and the sequence and direction of statuses defined in the workflow diagram is enforced.

To change the status of a CSR in a workflow:

Before attempting to transfer the status, make sure any transfer rules and applicable status rules are complete.

System administrators can designate certain status transfers to take place automatically once all the conditions of a transfer rule are met. The auto advance option is only applicable to transfer rules that require user approvals. In this case, the status of the CSR is automatically changed when all the approval requirements and other conditions (if any) are met upon saving the CSR. If the user does not have the CSR open, there is a 1-2 minute delay between the last approval that satisfied the rule and the time the status is transferred.

In the Workflow tab, click and hold on the graphic representing the current status of the CSR.

The name of the current status is displayed in bold and the color of the status icon changes to blue.

Drag to the graphic representing the status to which you want to transfer the CSR and which is permitted by the sequence of the workflow. Then release the mouse button.

The former status is now displayed in green with an added set of footprints and the current status is displayed in blue and bold.

Approving Status Transfers

Before you can transfer a CSR status in a workflow, you may need to get the transfer approved by certain users authorized to approve status transfers in that workflow. Conversely, if you have been designated as a status transfer approver in a particular workflow by your system administrator, other users may need your approval before they can execute a status transfer.

Status transfer approval lists can include individual users, entire user classes, queues, or a combination of the three. Also, approvals can be either required or optional.


	NOTE: The procedure for approving transfers closely resembles the procedure for approving migrations. For more information on migration approvals, see the “Object Migrations” section in the appropriate change management chapter.

To approve a status transfer

Select File | Status Transfer Approvals.

Stat opens the Status Transfer Approvals window.

The first tab, My Open Approvals, shows all the pending status transfers (if any) for which you are a designated approver. The data is grouped by CSR in a tree view, along with the proposed status change. Open the tree to see the approval status of a specific pending status transfer. A green check mark indicates that the approval requirements for the status transfer have already been satisfied by other users, whereas a red X indicates that one or more users have rejected the status transfer, thereby preventing the status transfer from taking place until the rejection status has been resolved.


	NOTE: A status transfer cannot go forward if just one approver rejects the status transfer, even if that user’s approval is not otherwise required. Before the status transfer can occur, either the user or another user authorized to override status transfer approvals must change the approval status from Rejected to Approved or to Pending.

Your approval can be made either as an individual or as the member of a user class. Also, approvals are either required or optional:

•

If required, Stat cannot perform the status transfer until you approve it. With a required user class approval, every user in the class must approve the status transfer.

•

If optional, then you are one out of a number of users authorized to approve the status transfer. Whenever an approval is marked as optional, the Min Approval column displays the minimum number of optional users who must approve the status transfer.


	TIP: Double-click an approval record to open its associated CSR.

The second tab, All Open Approvals, shows the same information as the My Open Approvals tab, except it shows the approval records for all users for each pending status transfer. This tab is for informational purposes only unless you have the user class right to override status transfer approvals, in which case you can approve status transfers for other users and change approvals they previously made. Each user’s approval record is displayed until the status transfer has taken place.

In the My Open Approvals tab, select Approved in the Status column for each status transfer that you want to approve. If you do not approve the transfer, select Rejected.

If you reject the transfer, Stat prompts you to document your reasons for doing so.

If prompted, document the reasons why you are rejecting the status transfer.

Click OK or Apply to save your changes.

If you selected Rejected, the approval record stays on the My Open Approvals tab until you change it to Approved, or the transfer approval is overridden, or a transfer to a different status occurs.

(Optional) Do the following if you have the right to override status transfer approvals:

Open the All Open Approvals tab and approve or reject status transfers for other users or change their approvals as needed.


	TIP: With proper security rights, you can also change your own approvals.

If you change a status transfer approval for yourself or another user, Stat prompts you to document your reasons for doing so.

If prompted, document the reasons why you are changing your own or another user’s status transfer approval.

Click OK or Apply to save your changes.

A record of the approval remains on the All Open Approvals tab until the status transfer takes place.


	TIP: You can also approve a status transfers in the Approval List tab of the Transfer Rules Status window. For more information, see Transfer Approval Lists .

Emailing a CSR

The Stat Central Agent automatically manages most communications for you. Based on your service domain configuration, the Stat Central Agent can automatically send emails to customers updating them on CSR statuses or to Stat users informing them of CSR assignments.

Still, there may be occasions when you need to manually email CSR information. For such occasions, Stat can compose emails with data you specify. When you send the email, the Stat Client sends the request to the Stat Central Agent, which processes the request as an outbound email job and then transmits the email to the recipient you identify. Since the CSR information is embedded in the email, the recipient does not need access to Stat.


	NOTE: To email CSR information, the Stat Central Agent first must be configured to manage outbound email. See the Stat System Administration Guide, Chapter 7, “Email Configuration” for more information.

To manually email CSR information:

Open the CSR.

Do one of the following:

•

Select File | Email CSR.

•

Click the Mail CSR button in the Stat toolbar.

From the list of available fields, check those you want included in the email.


	NOTE: If you select the Most Recent Log option and the most recent log entered on the CSR is flagged as confidential, the log is not included in the email message. If you select the Attachments option, any attachments on the original CSR will be forwarded with the email message.


	TIP: You can save the options you select for mailing CSRs as your personal defaults. The next time you mail a CSR from the same service domain, Stat defaults these options for you. To save the options as personal defaults, click Save Opts.