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Stat 6.3 - Web User Guide

Viewing CSR log files

The Log window displays all the logs that have been added to the CSR, either by the user or automatically by Stat® when it sends or receives an email associated with the CSR, or when the CSR lock is overridden.

With proper security rights, you can modify the text and topic value of your own logs as well as logs written by other users after the logs are saved. However, you cannot delete logs once they are saved, and you cannot modify system-generated logs.

To view logs
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Click Logs section.
Logs created by Stat appear with the SYSTEM user ID and the Topic is Stat Event.
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To view the contents of a log, double-click its corresponding record in the Logs window or click the View button.
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You may also filter the list of logs by selecting a category in the Filter Logs sub-section.
To add a log:
1
Click New Log.
2
In the Topic field, assigned a topic to the log topic.
Log topics are defined by system administrators and are used to organize logs.
3
Optionally, select the Confidential option.
Confidential logs are not emailed to customers. These logs can be viewed and printed only by Stat users with proper authority. In the Logs window, confidential logs are designated by a yellow warning icon.
4
In the Details field, enter the contents of the log.
5
Click Create.

 

CSR History

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Viewing CSR change history

Viewing CSR change history

As a CSR moves from one stage to another during its life cycle, many of its values are changed and updated. The History window maintains a record of these changes, allowing you to determine which values were changed, when, and by whom.

The History window records:

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Changes to the values in the general information fields of a CSR.
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Changes to the information displayed in the Description and Resolution fields. To view changes to the contents of the Description and Resolution fields, select the History row. Details of the changes will be displayed on the bottom of the window.
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The addition and deletion of attachments.
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Whenever objects associated with the CSR (if any) are added, locked, unlocked, reserved, or removed. To view detailed information, click a record labeled Object Activity. This information will be displayed on the bottom of the window. For each activity, the window displays the type of activity, the object name and type, the environment the object is located in, and the developer who initiated the action.

 

CSR Migration Path

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About CSR Migration Path
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