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Stat 6.3 - System Administration Guide

Overview of Stat Administration Administrative Utilities Stat Security General Maintenance Tables
System Maintenance Service Domain Maintenance Department Maintenance Issue Tracking Maintenance Country Maintenance Customer Maintenance Object Type Maintenance PeopleSoft Environment Connection Maintenance Pre/Post Migration Steps Parameters Oracle Applications Configuration Oracle Applications Connection Maintenance Generic Application Connection Maintenance Schema Object Parameters Maintenance Data Object Maintenance PeopleSoft Search Configurations Stat Report Definition Maintenance Version Control Management Connection Maintenance
Service Domain-Specific Maintenance Configuring the Stat Central Agent Email Configuration Object Security Appendix: Sample Service Domain Configuration Appendix: User Class Rights Appendix: Creating a Staging Database Appendix: Database Tuning Appendix: Oracle Applications File Type Directory Appendix: Ports and Firewalls Appendix: REST Web Services API Appendix: SOAP-Based Web Services API Appendix: Troubleshooting Chart Appendix: stat.conf Configuration Appendix: Custom Report Files

Request for Info

When triggered by the Request for Info event, the Stat Central Agent sends an email to a customer who has requested updated information regarding a CSR. A Request for Info event occurs when someone replies to an email sent to them by Stat. Stat adds CSR-specific information to outbound messages and can check for this information on all inbound emails.

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NOTE: If you allow Request for Info emails, it is recommended that you enter instructional text in either the header or footer of the email message. For example, you may include the following header: You can request an automated update at any time by REPLYING to this message. Stat responds to you with the real-time status of your CSR. For more information on specifying headers and footers on email, see Business Rule Maintenance .

Approval Notification

In the Approvals tab, you can define a pre-formatted message that Stat users with the proper security rights can send to approvers reminding them about a migration, status transfer, or Oracle Apps patch application waiting their approval. These messages include links that a recipient can click to send an email immediately back to the Stat Central Agent indicating their approval or rejection of the migration, status transfer, or Oracle Apps patch application. If configured to accept inbound approval email, the Agent then processes the email and changes the approval status from Pending to Approved or Rejected.

The Notify tab allows you to configure a notification email when the approval email is sent. The notification email does not have vote buttons, but it does include approval and approver information

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NOTE: To configure the Stat Central Agent to accept inbound approval email, select the Allow Inbound Approval Emails option in the Configuration tab. If you have also configured Stat to automatically generate CSRs from inbound email, you may want to specify parameters in the Special Processing tab to keep Stat from generating a CSR whenever a user replies to an approval notification (see Special Processing Tab for more information).

Resetting Password Message

In the Reset Password tab, you can modify the pre-formatted message that Stat sends to non-LDAP enabled users whose passwords have been reset (either by a system administrator or another user with the security rights to administer passwords). The Message Header and Message Footer tabs contain information notifying the user that their password has been reset and includes a temporary password and instructions to change their password at the next login or from the User Options window. You can include additional information to the message as needed.

Inbound Mail Configuration

The Stat Central Agent follows a specific protocol when processing inbound mail:

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The Agent determines if the email should be skipped (ignored), treated as undeliverable mail (mail returned by the email system), or treated as a request for information.
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If the email does not meet any of the above criteria, the Agent determines if it should create a CSR based on the mail.
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If configured to do so, the Agent creates a new CSR using default configuration settings.
4
The Agent searches the email for keywords you have defined for each field on the CSR. If any matches are found, the Agent updates the new CSR with the appropriate values.
5
The Agent attempts to locate the customer on the Customer table. A customer match is made by comparing the sender’s email address with the two email address columns in the Customer Maintenance table.
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The Agent saves the CSR and adds the body of the original email message to the CSR Description tab.
7
If the inbound mail has attachments, the Agent adds the attachments to the CSR or forwards them to the designated mailbox.
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The Agent processes outbound mail rules and determines if any outbound mail needs to be sent in reply to the mail it just received.
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