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Stat 6.3 - System Administration Guide

Overview of Stat Administration Administrative Utilities Stat Security General Maintenance Tables
System Maintenance Service Domain Maintenance Department Maintenance Issue Tracking Maintenance Country Maintenance Customer Maintenance Object Type Maintenance PeopleSoft Environment Connection Maintenance Pre/Post Migration Steps Parameters Oracle Applications Configuration Oracle Applications Connection Maintenance Generic Application Connection Maintenance Schema Object Parameters Maintenance Data Object Maintenance PeopleSoft Search Configurations Stat Report Definition Maintenance Version Control Management Connection Maintenance
Service Domain-Specific Maintenance Configuring the Stat Central Agent Email Configuration Object Security Appendix: Sample Service Domain Configuration Appendix: User Class Rights Appendix: Creating a Staging Database Appendix: Database Tuning Appendix: Oracle Applications File Type Directory Appendix: Ports and Firewalls Appendix: REST Web Services API Appendix: SOAP-Based Web Services API Appendix: Troubleshooting Chart Appendix: stat.conf Configuration Appendix: Custom Report Files

Workflow Rules

In addition to the status change sequence defined by a workflow diagram, you can further regulate the life cycle of CSRs by defining transfer rules and status rules. Transfer rules stipulate conditions which must be met before a CSR can move from one status to another. Status rules limit the range of certain values available in a CSR while it is in a particular status.

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NOTE: Status rules and transfer rules are optional. By default, there are no special conditions imposed on the CSR statuses affected by a workflow.

Transfer Rules

After connecting two statuses in the Workflow Template window, you can define a set of transfer rules that specify conditions that must be met before the status change may occur. Using transfer rules you can stipulate the following:

•
The queue the CSR must belong to
•
The tasks the must be performed (identified by activity codes)
•
The environments that objects must be migrated to
•
The user who can perform the actual status change
•
Whether or not the transfer requires the approval of other users, and if so, which users are authorized to make the approvals
•
For the Oracle Applications module, the environments that a patch must be applied to
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NOTE: The user class right, Status Transfer Override, enables users to perform status changes even if the transfer rules are incomplete.

Stat records the time and date when a CSR enters a status and when it exits that status. This means if you define two or more transfer rules in a workflow that requires migrations to the same environment, performing the migration the first time will not satisfy the other rule(s) that require the same migration. For example, let’s say you define two transfer rules: the first rule says a migration must occur to the Production environment before a CSR can transfer from the status A to the status B. The second rule also says a migration to Production must occur before the CSR can change from the B status to a third status, C. Because Stat records the time and date that a CSR is in a particular status, the first transfer rule can only be satisfied if the migration occurs during the time the CSR is in status A, and the second transfer rule can only be satisfied if the migration occurs during the time the CSR is in status B.

To define a transfer rule:
1
In the Workflow Template window, right-click on the arrow that appears on the line connecting the two statuses, or if the connection is bi-directional, right-click on the arrow indicating the transfer connection you want. Then in the pop-up menu, select Transfer Rule.
Stat opens the Transfer Rules window for the selected transfer. In this window you can define several different transfer rules, all of which are optional.
2
If you want the CSR to belong to a particular queue before it can be transferred, select the queue in the In Queue field.
Default value is Any.
3
If you want to enforce that only certain users or user classes to make the transfer, in the Status Changed By field do one of the following:
•
Select User if you want to authorize individual users to make the status change. Then in the displayed list of users, select each user you want to authorize.
•
Select Users in Class if you want to authorize all the users in specific user classes to make the status change. Then in the displayed list of user classes, select each user class you want.
4
To require that activities associated with a CSR are completed before a transfer can occur, select those activity codes in the Complete Activity field.
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CAUTION: When you select an activity in the Transfer Rules window, all the tasks associated with that activity must be completed before the status change can occur. This includes auto tasks. Also, if you specify an activity but no tasks associated with the activity have been associated with the CSR, the transfer cannot take place.
5
If migrations to a certain environment must occur before a status transfer can occur, select those environments in the Migration To field.
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NOTE: The environments displayed in the Migration To field, if any, are determined by the migration path specified in the Workflow Maintenance table. In addition, you can assign user class rights that enable users to migrate to any environment in the migration path regardless of transfer rules.
6
If you are defining a transfer rule for a workflow in the Oracle Applications module and you want to stipulate that a patch must be applied to a particular environment before the transfer can occur, select those environments in the Apply Patch To field.
The patch application option is not used for workflows in the PeopleSoft and generic applications modules.
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CAUTION: Make sure your status rules and transfer rules are consistent. For example, if you define a status rule that says a CSR must belong to the Mgmt queue, do not then define a transfer rule that does not allow a CSR to belong to the Mgmt queue.
7
If you want certain users to approve the status change before it can take place, select Require Approval.
This activates the Approval List tab. See the next section for information on setting up transfer approval lists.
8
Click OK or Apply to save your work.
In the workflow diagram, a red line is displayed at the base of the arrow appearing on the line connecting the two statuses, indicating the presence of a transfer rule.

Setting Up Transfer Approval Lists

If a CSR status transfer requires the approval of certain users, you can specify who these users are in the Approval List tab of the Transfer Rules window.

When setting up a transfer approval list, you can include different approver groups, including individual users, entire user classes or queues, or a combination of the three. The approval of any user, user class, or queue that you add to a list can be either required or optional.

Approval requirements that involve multiple approver groups or that can be satisfied in more than one way are defined using AND and OR operators. As you add approver groups using AND and OR operators, Stat displays the list as a tree structure and in the form of a SQL statement at the bottom of the window.

For example, let’s say a status transfer can be approved in one of two ways:

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By an individual user AND at least one user in the Administrator - Default user class
OR
•
By at least two users in the Development queue

In this case, your approval list would look like this:

To further illustrate, let’s say that the status transfer must be approved by:

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Two individual users
AND
•
At least one user in the Administrator - Default user class OR at least two users in the Development queue.

In this case, the approval list would look like this:

It is recommended that before setting up a transfer approval list, you have a basic idea of what approver groups (users, user classes, and queues) you want involved in the approval process as well as the relationships between these groups, which you define using AND and OR operators. For example, if the approval of one or more approver groups are required, you would begin the approval list with the AND operator. If, however, the approval of only one of two or more approver groups are required, you would begin the list with the OR operator.

After defining a transfer approval list, you can configure Stat to automatically transfer the status once all the required approvals and any other conditions of the transfer rules have been met.

To set up a transfer approval list:
1
Do one of the following:
•
Click AND if the approval of one or more approver groups are required
•
Click OR if the approval of one of two or more approver groups are required
The operator icon is added to the approval list diagram.
2
Click on the AND or OR operator icon you just added.
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TIP: The icon background appears blue when selected and changes to gray when other fields or action buttons are activated. As long as the background of the operator icon is blue or gray, then approver groups and other operators can be attached to the operator.
3
In the Approver Type field, select the approver group you want to add to the list.
Options include User, User Class, and Queue.
When adding approvers, be aware of the following:
•
Adding individual users to approval lists could create problems if those same users are later inactivated or have their service domain and environment access restricted. For this reason, it is recommended that you add user classes to approval lists rather than individual users whenever possible.
•
Users assigned to a transfer approval list must have the user class rights to operate in the same change management module in which the status transfer takes place. Also, you can assign user class rights that enable users to change CSR statuses regardless of approval status and also to approve status transfers on the behalf of other users.
4
In the Approver Name field, select the name of the user, user class, or queue you want to add.
5
In the Required field, select Required if the approval is required or Optional if it is not required.
The Required option means that the individual user and every member of the user class or queue must approve the status transfer. Optional means that the individual user’s approval is not required, whereas for user classes and queues, it means that the approval of only a specified minimum number of users within that class or queue are required.
6
If you selected User Class or Queue in the Approver Type field and Optional in the Required field, specify the minimum number of users in that class or queue who must approve the transfer in the Number field.
7
Click Add.
The approver is added to the tree structure under its approver group label and the initial AND or OR operator. Required approvers are displayed in bold.
At this point, how you proceed depends on the different approver groups you want to add to the list and how you want to define the relationships between these groups using AND and OR operators.
8
(Optional) Do the following to add additional AND or OR operators to your approval list:
a
Depending on the relationship between approver groups in your list, select the operator icon to which you want to attach additional operators.
b
Click AND or OR.
c
Repeat as necessary to add more operator icons to the approval diagram.
9
(Optional) To add additional user class or queue approver groups, select the appropriate operator icon in the approval diagram and repeat steps 3 through 7.
When you the first add an individual user to an approval list, Stat automatically creates the ad hoc group “users” in the approval diagram and attaches it to the appropriate operator icon. All subsequent users you add to the list must belong to this group.
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TIP: In a scenario in which you want to create approval relationships between multiple user approver groups, you may consider adding users to new user classes or queues created expressly for this purpose.
10
(Optional) To add additional users, select the “users” group and repeat steps 3 through 7.
11
(Optional) Do any of the following to edit the diagram as needed:
•
To change an operator from AND to OR or from OR to AND, right-click on the icon.
•
To change the Required status of an approver, right click on it in the diagram. This changes required user classes and queues to optional with 1 required user.
•
To change the minimum number of user approvals in an optional user class or queue, double-click on the group label and specify the minimum number of user approvals you want.
•
To move approver groups or entire operator relationships, click and hold on the group label or operator icon and drag and drop to a different operator icon in the diagram.
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To delete approver groups or entire operator relationships, click and hold on the group label or operator icon and drag and drop to the Trash Can icon.
12
Click OK or Apply.

Auto Advance Option

To instruct Stat to automatically transfer rules, select the Auto Advance check box. The Auto Advance option is only available on transfer rules that have either Tasks rules, Migration rules, OA Patch Apply rules, or approval lists. All transfer rules must be completed for an auto-advance to take place.

Setting the Auto Advance option on the two transfer rules from the same status (A>B and A>C) could create a conflict where both rules are satisfied at the same time that the CSR is saved. When this is the case, Stat does not automatically transfer the status because it is not clear which transfer has precedence.

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