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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

Personal Rules

Defining Personal Rules

The Stat Central Agent monitors and responds to actions taken on a CSR. You can configure the agent to keep you informed when events that you specify occur within the Stat system.

You can also configure the Stat Central Agent to execute personal rules. A personal rule is a set of instructions that you define for the agent. Through rules editors, you can define event criteria that when met, trigger the agent to send you an email notification. Each time an action is taken on a CSR, the Stat Central Agent evaluates and determines if any rules have been triggered and if so, sends you an email with the information you requested.

For example, if you want to be informed each time a new CSR is opened for the Human Resources application, you can define a personal rule that configures the agent to send you an email each time this event occurs

Access to personal rules is controlled by user class. See your system administrator if you have questions about your access.

1
Click Setup... on the Support Console. Stat opens the Personal Configuration window.
2
Click on the Personal Rules tab.
3
In the Service Domain field, select the service domain that you want to define/view personal rules for. Stat displays a list of rules belonging to you.

Adding a New Rule

A personal rule is a set of instructions that directs the Stat Central Agent to send you an email notification whenever an event occurs on a CSR that meets a predefined set of criteria.

Perhaps you want to be notified immediately whenever you are assigned a CSR with a status of Urgent. You could check Stat throughout the day to accomplish this, but a personal rule is a more efficient method.

Your user ID is automatically displayed in the Owner ID field. The Rule ID field displays (New) until you save the rule. When you save, Stat assigns it a unique number.
2
In the Description field, enter a brief description of your rule, such as “New Urgent CSRs.”
3
In the Event field, select an event.
Any – When any of the events mentioned below occurs. This is the default event for personal rules.
CSR Close – When a CSR changes from an open status to a closed status
CSR Open – When a new CSR is entered into the system by either a Stat user or the Stat Central Agent
CSR Open-Entry – When a new CSR is entered into the system by a Stat user
CSR Open-Mail – When a new CSR is entered into the system by the Stat Central Agent in response to an email from a customer or another application. Customers can email their requests to a predefined Stat Central Agent email address. Upon receiving the email, the Stat Central Agent automatically opens a new CSR for that request.
CSR Re-Open – When a CSR changes from a closed status to an open status
CSR Update – When a change is made to a CSR.
Migration Notification - When a migration occurs or is scheduled involving specific migration statuses, migrators, modules or target environments.
OraApps Patch Application Complete – When the Stat Oracle Agent is done processing the Patch Application request
OraApps Patch Application Scheduled – When a Patch Application is scheduled via a CSR or Patch Mgmt Console
OraApps Patch Rollback Complete – When the Stat Oracle Agent is done processing the Patch Rollback request
Past Due CSR Escalation – When a CSR is past due for a specified amount of time
Past Due Migration Approval Escalation – When a migration has not been approved after a specified amount of time
Past Due Project Escalation – When a project is past due for a specified amount of time
Past Due Status Approval Escalation – When a status transfer that has not been approved after a specified amount of time
Past Due Status Transfer Escalation – When a status transfer that has been marked as Ready has not been transferred after a specified amount of time
Past Due Task Escalation – When a task is past due for a specified amount of time
Unopen CSR Escalation – When a CSR has remained unopened by the assigned user for a specified amount of time
4
If you selected a past due escalation-type event, in the Type field, select the type of time interval you want to use.
Options include Business Days, Days, and Hours. Then in the Value field, enter a numerical value for the time interval. For example, if you select Hour and enter a value of 6, the personal rule is triggered when the item is six hours past due.
5
(Optional) Select the Fire only once per CSR option.
This configures the Stat Central Agent to fire the rule the first time the rule criteria are met for a CSR and no time thereafter. In the case of past due escalation events, this option applies to the specified approval, task, project, and so on. For example, consider a business rule based on an Update trigger event and a CSR status of In Process. If you do not select Fire only once per CSR, you will receive an email each time a user saves a CSR with a status of In Process. By selecting Fire only once per CSR, you will receive an email only the first time a CSR is saved with an In Process status. Later changes made to the CSR will not trigger the rule.
NOTE: Selecting the Fire only once per CSR check box adds the History tab to the Rule Editor window. This tab displays a list of CSRs that have triggered the personal rule. Deselecting the Fire only once per CSR check box removes the History tab from the window. For more information, see Viewing Rule History .

Defining Rule Criteria

After selecting the trigger event, you need to specify additional criteria that qualify the trigger event under your rule definition. Stat needs to know what values in the CSR apply to you.

You specify the criteria by selecting the criteria type (CSR fields) and the matching value. You may concatenate multiple CSR values.

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