Stat 6.3 - User Guide

CSR Type (Required)

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

Status (Required)

This field displays the current status of the CSR. CSR statuses are associated with CSR types. They represent 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. The Support Console is discussed in detail in Chapter 4, “Stat Consoles.”

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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.


	NOTE: Depending on the service domain and selected CSR type, your ability to change CSR statuses may be restricted by workflow rules. See CSR Workflows for more information.

Opened (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 Cust Prio field). When your system administrator defines priorities, a turnaround 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 turnaround time in business days only, 24 hours can mean the following Monday if the CSR was opened on a Friday.

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Stat 6.3 - User Guide

CSR Type (Required)

Status (Required)

Opened (Auto)

Priority (Required)