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Stat 6.3 - 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

Closed (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.”

Description

The Description field is located in the lower portion of the Details tab and contains a textual explanation of the CSR. Using free form text, you can describe a request in as much detail as you want. For example, suppose you open a CSR to address a customer’s request that a particular PeopleSoft panel be changed so that it properly allows for saves. You might enter the following information in the Description field: “User states that the panel only saves from 9 to 12 and then it does not save any longer.”

Because the information contained in the Description field is so critical to the success of a CSR, you can use advanced editing to enhance the quality of that information. Rich text editing, which is also supported on the Resolution tab, includes text formatting, copying and pasting text from other applications, and inserting hyperlinks. For more information, see Advanced Editing .

To promote consistency, a system administrator can define Description field templates. Templates help you gather all mandatory information from the customer making the request. A system administrator can define many different templates, depending on users’ needs. Which template you use is determined by Application and CSR Type. If a template is defined for a particular combination of Application and CSR Type, Stat automatically loads that template into the Description field.

Templates define required fields in the Description field, which are enclosed by double angle brackets: << >>. You must enter data in required fields. If the field is not required, the field name is enclosed in single angle brackets: < >.

Before you can save a CSR, you must enter some information in the Description field.

Tasks Tab

The Tasks tab is displayed depending on the current service domain. It lists all of the tasks associated with the CSR. You can associate an unlimited number of tasks with a single CSR. Tasks detail all of the steps necessary to solve a problem or complete a request.

For detailed information on this tab, see The Tasks Tab .

Attachments Tab

The Attachments tab displays files attached to the CSR. Files attached to a CSR are saved in the Stat Repository and downloaded to the file download directory. This is the difference between attaching a file to a CSR and creating a link to a file in the Description tab. Linked files are not saved in the Stat Repository or downloaded and therefore cannot be opened by users who do not have access to the linked directory.

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NOTE: You must have the proper user class rights to add attachments to a CSR.
To attach a file to a CSR:
1
Click the Add button.
2
Click the Browse button (...).
3
In the Attachments File Selection dialog box, locate and select the file you want to attach to the CSR. Then click Open.
The full path and file name is displayed in the File field.
4
Type a comment about the file in the Comments field.
This step is required.
5
Click Add. Then click the Save button in the Stat toolbar.
The file is saved in the Stat Repository and attached to the CSR.
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NOTE: By default, the maximum size of files you can attach to CSRs is 50MB, but this limit can be changed by system administrators in the System Maintenance table. The default 50MB size of CSR attachments is the recommended maximum. Attachments larger than 50MB can adversely affect performance. If you attempt to attach a file that exceeds the maximum size limit, Stat displays an error message. For more information, see the Stat System Administration Guide, Chapter 4, “General Maintenance Tables.”
6
Click Download to download the selected file. Click Download All to download all attachments.

To open an attached file, double-click it or select it in the Attachments tab and click Open. Stat opens the file in whichever application you have configured your computer to use when opening files of the selected type. If your computer is not configured to open the selected file type, you are prompted to specify the program you want to use. Also, system administrators can restrict certain file types (such as executables) from being opened from the Attachments tab.

If you want to delete an attached file and have the user class right to do so, select it and click Delete.

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NOTE: Stat records whenever a file is attached or deleted from a CSR in the History tab.
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