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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

The Issues Tab

The Issues tab is where you can document and keep track of problems and concerns specific to a project or to any of the CSRs it contains. An issue can be anything that in some way affects a project, such as a technical question or a scheduling conflict.

Like CSRs, issues are assigned to users who are responsible for resolving the problem they represent. However, the Issues tab is meant for informational purposes only. Unresolved issues do not prevent you from closing a CSR or project.

From the Issues tab of the Project window, you can also document and track issues affecting any of the CSRs contained in the project. To view or add CSR issues from the Project window, click CSR Issues. This changes the view of the Issues tab from project issues to CSR issues. For more information, see Issues Tab .

To add a CSR issue from the Project window:
1
In the Issues tab, click New.
Stat displays the Select CSR dialog, which displays a list of all the CSRs that belong to the project.
2
Select the CSR for which you want to add an issue. Then click OK.
3
Complete the remaining steps for adding a CSR issue as described in Change/Service Requests .
4
To switch back to the project issues view, click Project Issues.
To add a project issue:
1
In the Issues tab, click New. Stat opens the Edit Issue window.
2
In the Assigned To field, select the user responsible for resolving the issue.
3
In the Status field, select the current status of the issue. Available options are defined by you system administrator.
4
Enter information in the two custom label fields as determined by your system administrator.
* 
NOTE: The custom label fields and Status options are defined in the Issue Tracking maintenance table. For more information, see the Stat System Administration Guide, Chapter 4, "General Maintenance Tables."
5
In the Description field, enter a detailed description of the issue.
6
Click OK.
7
In the Project window, click Refresh to see the issue just created.
To close an issue:
1
In the Issues tab, select the issue you want to close. Then click Edit. Stat opens the Edit Issue window.
2
In the Status field, select the appropriate closed-type status. When you select a closed-type status, the Closed field automatically displays the current date and time.
3
In the Resolution field, enter a description of how the issue was resolved.
4
Click OK.
5
In the Project window, click Refresh. Closed issues are displayed in gray.

Understanding Project Security

Understanding Project Security

Security rights are determined by a system administrator and assigned by user class. When you work with projects, your user class determines the functions you can perform.

With projects, the security options determined by your user class are:

•
Access different service domains – Although projects can cross service domains, you must specify which service domains apply to a project. You can only apply service domains that your user class has access to.
•
Open new projects – If your user class does not include this right, the New Project option is disabled on your menu
•
Edit projects assigned to other users – Security may restrict you from being able to modify a project assigned to a different user
•
Add CSRs – Your user class determines if you are able to add CSRs to a project
•
View all CSRs associated with a project – You can only see the CSRs from the service domains to which you have access
•
Adding and editing project and CSR issues

 

Search Engines

•
The Search CSR Engine
•
The CSR Search Wizard
•
The Customer Search Engine
•
The Search PeopleSoft Customer Engine

The Search CSR Engine

The Search CSR Engine

The Search CSR Engine helps you find a specific CSR in the database by number, customer, open date, department, or tracking number. Like the other search engines, the Search CSR Engine is triggered by search criteria. When you initiate a search, Stat retrieves all the CSRs that match your criteria. From here you can open any retrieved CSR.

To search for CSRs:
1
Select File | Open CSR....
Stat opens the Search CSR Engine.
2
In the Search Domain field, select the service domain the CSR belongs to.
If you aren’t sure or don’t know the service domain, select Any Service Domain.
3
Select a Search By option.
Options include:
•
Number – Select this option if you want Stat to return CSRs that match a specified CSR number
•
Customer – Select this option if you want Stat to return CSRs requested by a specified customer
•
Open Date – Select this option if you Stat to return CSRs that were opened on a specified date
•
Department – Select this option if you want Stat to return CSRs assigned to a specified department
•
Tracking Number – Select this option if you want Stat to return CSRs that match a specified tracking number
4
In the Search Value field, select or enter a proper search value.
The function of this field changes depending on the Search By option you selected in step 5.
•
If you selected Number, the field changes to a CSR number entry field
•
If you selected Customer, the field features a browse button (...) that opens the Search Customer Engine
•
If you selected Open Date, the field features a browse button that opens a calendar dialog box
•
If you selected Department, the field changes to a department drop down list
•
If you selected Tracking Number, the field changes to a Tracking Number entry field
5
Select the Open CSRs Only option if you want the results list to exclude closed CSRs.
6
Click Search or press <Enter>.

You can open any retrieved CSR by double-clicking on it, or by selecting it and pressing the OK button.

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