Stat 6.3 - User Guide

Field

Fields correspond to certain types of information contained in a CSR. For most rules, the Field list displays the following options:


Application Environment	Application
Assigned Queue	Assigned User
CSR Opened by User	CSR Priority
CSR Status	CSR Type
Customer	Customer Department

NOTE: Depending on the trigger event, the Field list may include different options:

•

For personal rules triggered by past due escalation events, the list above also includes options specific to that event. For example, for the event Past Due Task Escalation, the list includes the option Assigned User of Task.

•

For migration events, the list includes the Migration Status, Migrator, Module, and Target Environment.

•

For the Oracle Apps business rules, OraApps Patch Application Complete and OraApps Patch Rollback Complete, the list of fields includes the option Process Status, which corresponds to the field in the Oracle Applications Patch Management Console.

Operator

After you select a CSR field type, you need to establish its relationship to a value or set of values you specify. Options include:

•

Is – Select if the CSR field must equal the specified value, meaning a match must occur

•

Not – Select if the CSR field cannot equal the specified value. This tells Stat to initiate the rule whenever a trigger event occurs in a CSR with a value different than the one you specify.

•

Change From – Select if upon saving the CSR, the field has changed from one specified value to another

•

Not Change From – Select if upon saving the CSR, the field has not changed from one specified value to another. In this case, Stat initiates the rule whenever a trigger event occurs on a CSR with a field value that has not changed exactly as specified.

Value

The list of value options depends on the CSR field you select. If you select the Is operator, the corresponding value found in the CSR must match your selection for the personal rule to take effect. Likewise, if you select Not, the corresponding value cannot equal your selection.

The table below shows some examples of rule criteria. You can define several criteria for one personal rule.


Field	Operator		Explanation
CSR Status	Is Not	Cancelled OR Denied	Business rule takes effect whenever a trigger event occurs on a CSR where the status is neither Cancelled nor Denied
Assigned Queue	Is	Dev	Business rule takes effect whenever a trigger event occurs on a CSR assigned to the queue Development (Dev)
Application	Changed From	Self Service to HR, or Benefits to Payroll, or HR to Benefits	Business rule takes effect whenever a trigger event occurs on a CSR where the Application has changed from Self Service to HR, or Benefits to Payroll, or HR to Benefits

If you define more than one set of criteria for a personal rule, each set must be met for the rule to take effect. The exception to this is when you define more than one value on a CSR field. In this case, the rule takes effect if the CSR field matches one of the possible values.

For example, let’s say you add a personal rule based on an Open trigger event that uses each set of criteria shown in the preceding table. This means that you will receive an automatic email notification whenever a Stat user or the Stat Central Agent opens a CSR with a status that is anything but Cancelled or Denied, is assigned to the Development queue, and that has an application value changed from one specified value to another.

To add criteria to a rule:

In the Field field, select the CSR field you want.

In the Operator field, select an operator.

In the Value field, select a value for the field.

Click Add.

Your new criteria appears in the window with an indicator that it has been added to your rule.

Repeat for each additional criteria. To remove criteria, select the row and click Remove.

Defining Message Content

Whenever a trigger event occurs that meets all the rule criteria, the Stat Central Agent sends you an email notification. You can specify the content of the rule’s email message. After you define the event and criteria for your rule, configure the Stat Central Agent to email you the information you want.

To define email message content:

In the Rule Editor window, click the email Message tab.

Select the checkboxes corresponding to the CSR information you want included in the email message.


	NOTE: The Most Recent Log option only applies to logs that are not flagged as confidential. Also, the Telephone Number, Telephone Extension and email options are associated with the user assigned to the CSR and are only activated when the Assigned User option is selected.

(Optional) Enter any header and footer information you want inserted in the email.

It is a good idea to put information in the message header about the rule itself. The Stat Central Agent includes the rule ID number in the message subject, but does not include any information about the event or rule criteria.


	NOTE: Personal rules can only trigger emails to the rule owners. To send emails to a distribution list, use business rules. For more information, see the Stat System Administration Guide, Chapter 5, “Service Domain-Specific Maintenance.”

Veuillez sélectionner votre produit

Afin de mieux répondre à vos besoins, précisez l'objet du tchat:

Solutions recommandées pour votre problème

Stat 6.3 - User Guide

Field

Operator

Value

Defining Message Content