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Click Setup... on the Support Console. Stat opens the Personal Configuration window. |
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Click on the Personal Rules tab. |
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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. |
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In the Description field, enter a brief description of your rule, such as “New Urgent CSRs.” |
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In the Event field, select an event. |
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Any – When any of the events mentioned below occurs. This is the default event for personal rules. |
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CSR Close – When a CSR changes from an open status to a closed status |
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CSR Open – When a new CSR is entered into the system by either a Stat user or the Stat Central Agent |
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CSR Open-Entry – When a new CSR is entered into the system by a Stat user |
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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. |
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CSR Re-Open – When a CSR changes from a closed status to an open status |
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CSR Update – When a change is made to a CSR. |
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Migration Notification - When a migration occurs or is scheduled involving specific migration statuses, migrators, modules or target environments. |
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OraApps Patch Application Complete – When the Stat Oracle Agent is done processing the Patch Application request |
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OraApps Patch Application Scheduled – When a Patch Application is scheduled via a CSR or Patch Mgmt Console |
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OraApps Patch Rollback Complete – When the Stat Oracle Agent is done processing the Patch Rollback request |
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Past Due CSR Escalation – When a CSR is past due for a specified amount of time |
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Past Due Migration Approval Escalation – When a migration has not been approved after a specified amount of time |
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Past Due Project Escalation – When a project is past due for a specified amount of time |
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Past Due Status Approval Escalation – When a status transfer that has not been approved after a specified amount of time |
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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 |
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Past Due Task Escalation – When a task is past due for a specified amount of time |
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Unopen CSR Escalation – When a CSR has remained unopened by the assigned user for a specified amount of time |
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If you selected a past due escalation-type event, in the Type field, select the type of time interval you want to use. |
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(Optional) Select the Fire only once per CSR option. |
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 . |
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