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Stat 6.2 - User Guide

Introduction to Stat Connecting to Stat Change/Service Requests Stat Consoles Tasks and Time Entries Stat Projects Search Engines Reports and Graphs Personal Rules Object Tools and Wizards Change Management for PeopleSoft
Object Management (PeopleSoft) Object Archives (PeopleSoft) Object Migrations (PeopleSoft)
Change Management for Oracle Applications
Object Management (Oracle Applications) Patch Management Object Archives (Oracle Applications) Object Migrations (Oracle Applications)
Change Management for Generic Applications
Object Management (Generic Applications) Object Archives (Generic Applications) Object Migrations (Generic Applications)
Appendix: Troubleshooting Chart Appendix: Migration Options Appendix: User-Specific Parameters Appendix: Supported PeopleSoft Proprietary Objects Appendix: Stat Reports

Resolution Tab

To change a CSR to a closed-type status, you must enter a resolution in the Resolution tab. The information entered here should be as complete and accurate as possible, as it will become part of your knowledge-based system. For example, a resolution may list the steps taken to solve a problem. Other users with similar problems may refer to this information to resolve recurring issues.

As with the CSR Description field, system administrators can define Resolution templates. Templates help you gather information deemed critical to the success of the CSR. A system administrator can define many different templates, depending on users’ needs. Which template you use is determined by Application and CSR Type. If a template is defined for a particular Application or CSR Type, Stat automatically loads that template into the Resolution tab.

The Resolution tab features the same rich text editing capabilities as the Description field in the Details tab. For more information, see Advanced Editing .

Advanced Editing

Because the information contained in the Description and Resolution fields is so critical to the success of a CSR, you can use advanced editing to enhance the quality of that information. Advanced editing includes text formatting, copying and pasting text from other applications, and inserting hyperlinks.

Spell Checking (Not Available for Windows 7)

You can use spell checker to correct misspellings and typing mistakes in text displayed in the Description and Resolution fields. Misspelled words are underlined with a red squiggle. Right-click a misspelled word (SHIFT+F10) to access a menu of possible corrections. Stat uses the Windows native Spell Checker.

Creating CSR Templates

You can specify default CSR values by saving a CSR as a template. When you save a CSR as a template, the values displayed in certain fields of that CSR are saved as the default settings for new CSRs created within the same service domain. This can be an effective time-saving technique if many of the CSRs you create within a service domain have the same values. For example, if you work primarily with the Benefits application while in the HR service domain, you could create a template with Benefits as the default value displayed in the Application field of new CSRs.

CSR templates capture the following information:

•
Application
•
Environment
•
CSR type
•
CSR status
•
CSR priority
•
Workflow
•
Queue
•
User ID
To create a CSR template:
1
Open the CSR that you want to use as a template.
2
Select File | Save CSR as Template.
If you have previously saved a CSR as a template, Stat displays a message box asking you if you want to override the template with new values.
3
Click OK.
4
Once the template is stored, you can quickly create new CSRs by clicking on the Open new CSR from Template button in the Stat Toolbar, or navigate to File | New CSR From Template.
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