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Stat 6.3 - Web User Guide

Finding CSRs

If you need to open a CSR that is not currently listed in one of your CSR queries, Stat® provides two ways to quickly locate CSRs in the Stat Repository.

To find CSRs:
•
If you know the CSR ID, enter it in the Open CSR dropdown, and press the SPACE bar. When entering the ID, be sure to include the service domain code, for example, ORA-29.
•
If you do not know the CSR ID, enter key words in the Search field, and click the arrow button. Stat Web searches the Stat Repository for all the CSRs that contain the keywords you specified in any of their text fields and lists the CSRs it finds in the Search Results dialog. To conduct a narrower search, enter more keywords using global filter. Keyword searches are case insensitive.

Viewing CSRs

Topics:

•
Opening a CSR
•
Setting the current tab as the default
•
Exporting
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Filtering CSR information
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Closing CSRs

Opening a CSR

To open a CSR:
•
Click the CSR listed in the CSR Console main window.
* 
NOTE: If you attempt to open a CSR that you have locked in the Stat® client application, Stat Web opens the CSR in read-only mode and gives you the option to override the lock and open the CSR in full edit mode. CSRs locked by other users open in read-only mode. Position your cursor over the CSR title bar to see what user has the lock and when it was locked.
When you open a CSR in Stat Web, the CSR Information tab can be accessed from the icon next to the current logged in username on the top right side of the banner, while more detailed information is displayed in the main body of the window. You can select the type of information you want displayed in the CSR Information window by selecting the Edit options in the CSR Information tab. You also can filter the information. You may also use the Export option on the CSR Information tab in order to export and print the whole content of the CSR, including the information in all sections. For more information on how to filter this information, see Filtering CSR information .
All available sections are displayed on the left hand side of the CSR window. The Details section has 3 tabs. The Properties tab shows general information about the CSR, such as type, application, assigned user, etc. The other two tabs are for showing the Description and Resolution fields. The remaining sections on the left hand side show more function-specific information, such as Workflow (if any), Tasks, Attachments, Logs, and change History.
The following table provide a brief description of each field in the Properties tab of the CSR window.
Table 1. CSR fields
Field
Description

Title (Required)

A brief explanation of the CSR.

Service Domain

The service domain in which the CSR is defined.

Application (Required)

An application defines what product or facet of your enterprise is represented in the CSR. Applications are defined by your system administrator. An example of an application might be PeopleSoft Ver. 8.

Environment (Dependent on Application)

Environments further define an application. However, not all applications need to have environments. Environments are defined by your system administrator. If your application is Financials, your environments might be, or AP, AR, and GL.

Project (Optional)

If a CSR is associated with a Stat project, the project field displays the project ID number. Double-clicking on the ID number opens the Project window for that project. If this field is blank, the CSR does not belong to a project. You can add CSRs to projects from either the CSR window or the Project window.

Customer (Required)

The customer is the person who makes a request or reports a issue. Stat-initiated communication (such as emails) regarding this CSR are addressed to this person. The customer is the main contact for the CSR.

Customers are defined by system administrators in the Stat Windows® client. However, if the customer you want to associate with the CSR is not currently defined in the Stat Repository, with proper security rights you can add the customer when creating the CSR in Stat Web.

To add a customer:
1
Click Add.
2
Specify the required customer properties (first and last name, department, and country) and any optional properties.
3
Click Add.

Type (Required)

CSR types divide CSRs into categories to help identify the kind of problem or request the CSR represents. The types are defined by your system administrator. Examples of CSR types might be Fix, Enhancement, and Standard Change.

Workflow (Dependent on CSR Type)

Workflows are sets of rules that regulate the sequence and conditions by which CSRs can change from one status to another. Your system administrator defines workflows based on a combination of service domain and CSR type. When you select a CSR type, this field automatically displays the default workflow defined for that type. You can select a different workflow if more than one has been defined. However, if no workflows have been defined for the selected CSR type, this field is grayed out.

When you save a CSR in which a workflow has been assigned (as shown in the Workflow field), the function specific Workflow field appears.

Status (Required)

Displays the current status of the CSR. CSR statuses are associated with CSR types. The status represents the states or conditions that a CSR of a particular type can go through during its development lifecycle. Your system administrator can define several CSR statuses. However, all CSR statuses are variations of three major types:

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Open – This indicates that the CSR has not been completed and is still being addressed. You will probably have several variations of open, such as Pending Approval, In Progress, and in Testing.
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Closed – This indicates that a CSR has been completed. CSRs of a closed status no longer appear on the Support Console list of CSRs. There could be various closed statuses, such as Completed and Cancelled.
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Closed for Statistics – If a CSR is still open but should not be counted in departmental statistics as such, you can give it a Closed for Statistics status. This special status lets you filter information on reports. For example, if you are waiting on a fix from a vendor, you no longer have control of the issue. You may decide to place the CSR in a holding state.

Queue (Required)

A specific group of Stat users with similar skill sets or responsibilities available to work on a particular CSR. A user who is not a member of the assigned queue cannot be assigned to the CSR. Your system administrator defines queues and their members. Queues might include Development, Training Staff, Management, and Support Services.

Assigned To (Required)

The user ID of the owner of the CSR. Throughout Stat, this user is called the assigned user. The list of available users depends on the group selected. The assigned user may change several times through out the life of a CSR.

Open By (Auto)

When a user opens a new CSR, Stat automatically populates this field with the user’s name. If this CSR was opened via email the default name is “Account, System.” If you have proper security, you can change the value displayed in this field.

Open Date (Auto)

When a new CSR is opened, Stat automatically populates this field with the current date and time.

Priority (Required)

Priorities indicate the urgency of the request as determined by the user (as opposed to the customer, which is documented in the Customer Priority field). When your system administrator defines priorities, a turn around time is associated with the priority. The turnaround time determines the due date of the CSR. A priority of Urgent might have a turnaround time of 24 hours, which sets the due date to 24 hours after the open date. However, since some organizations may define turn around time in business days only, 24 hours can mean the following Monday if the CSR was opened on a Friday.

Due (Auto)

When you make a selection in the Priority field, Stat automatically populates this field with the appropriate date and time.

Closed Date (Auto)

When a CSR is changed to a status equaling closed, Stat automatically updates this field with the current date and time. Before a CSR is set to a closed status, this field is disabled and displays the default value, “01Jan1900 00:00.”

Customer Priority (Optional)

The value displayed in this field indicates what priority the customer believes his or her request should have. Although the value may actually be different than what you decide the priority should be (as indicated in the Priority field), this is a way to record the customer's sense of urgency in resolving the issue. Customer priority values are service domain-specific and are defined by your system administrator.

Tracking # (Optional)

If the customer has a tracking number for the issue documented in the CSR or if the request initially came from an external help desk system, you can record it in this free form text field.

Alt. Phone (Optional)

Enter an alternate telephone number for the customer, if necessary. This information is stored with the current CSR only.

Setting the current tab as the default

On the Details section of the CSR, any of the three tabs could be set as the default tab. This ensures that the selected tab will be displayed first when user opens the CSR. To set a tab as your default tab, make sure you are on the desired tab and click the Set Current Tab as Default link on the upper right side of the CSR window.

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