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Stat 6.2 - 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

Advanced Customer Identification and Tracking # Tabs

These two tabs function differently from the other email configuration tabs. They both use Regular Expressions to locate the data in the email.

When the Stat Central Agent receives an email it attempts to identify the customer based on the email address. It searches the Customer Maintenance table for a match on the email address located in the From field of the email. If it cannot find a match in either the primary or additional email address columns in the Customer Maintenance table, it performs an advanced customer search. This search is made using parameters specified in the Advanced Customer Identification tab.

During an advanced search, the Agent scans the entire email message looking for an email address based on keyword variables. If an email address is found, the Agent then attempts to match it with an email address in the Customer Maintenance table. If the Agent still cannot find a match, it uses the name you specified in the Default Values tab.

In a similar manner, the Agent scans for a value to insert into the Tracking Number field on the CSR if you define this on the Tracking # Identification tab.

The Agent's advanced search functionality is based on regular expressions, which are specially formatted patterns of text variables used to match strings of text. You can use one of the examples provided, modify one of the examples provided, or create your own custom expression.

Regular Expressions

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NOTE: This guide is not intended to be a complete manual on regular expressions, but to assist you with expressions that work within the confines of Stat email functionality. Additional information can be obtained on the internet, or possibly from java developers on your staff.

A regular expression, known as regex, allows you to specify advanced search criteria. You can define a search based on a pattern of characters which are unique or which include a wide range of characters.

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IMPORTANT: An invalid or incomplete regex could return invalid or incomplete search results. Unless you are proficient in the use of regular expressions, do not write your own regular expressions. Instead, use span parameters to set up the search.

Be aware of the following guidelines when defining regular expressions:

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The expression itself is case sensitive. Example: \d = digit while \D = not digit.
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The search variables are enclosed in parentheses ( ) when used in context with a keyword or label.
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Content can be specified in sets within square brackets [ ].
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The number of characters is specified in curly brackets { }. A single number is an absolute number. That is, the string must be this long. Two numbers separated by a comma designate a minimum and maximum character length.
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The following metacharacters are actual characters without special meaning when they are specified within square brackets: . ^ $ ? + - (and \ when repeated as \\). Otherwise, they are supported as follows:
. = any character except a new line
^ = start of line
$ = end of line
+ = one or more
* = 0 or more
- = a range
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The . + * ? $ metacharacters can be positioned anywhere within the brackets.
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The ^ - metacharacters must be placed at the beginning or end of the set.
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The backslash \ metacharacter must be repeated as \\ to be treated as a single actual character; for example, [Program Files\system]. If a single \ is specified within brackets, it is an escape metacharacter and identifies a metacharacter after it.
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\w denotes any alphanumeric word
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"\d denotes a number
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"\s* is a useful designator. Place this between a label and the rest of the search string to indicate that you don't care how many spaces if any exist between the two.

Regular Expression Examples

Use these examples as starting points. You can customize them to fit your needs by modifying the label or any part of the expression.

Advanced Customer Identification Examples

Requestor: (.*$)

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This string searches for any string until the end of the line.
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If the string is separated from the label by any spaces, there is not a match.
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You can change the label, or keep the label and change the search string

email: \s*(\w[-._\w]*\w@\w[-._\w]*\w\.\w{2,4})

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This string searches specifically for an email format that occurs after the label.
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The number of spaces after the label is irrelevant.
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You can modify the label from email to something else and add it to your list of match strings

Customer ID: (.{5,10})

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This string is less specific.
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It retrieves any string of 5-10 characters that occurs after the label
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If the string is not separated from the label by one space, there is not a match
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You can modify the number of minimum and maximum characters and add the \s* designator between the label and the left parenthesis.
Tracking Number Examples
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NOTE: Not all of these examples are delivered with Stat. However they illustrate ways you can change the match string. Some examples have a space after the label, some do not. What you use depends on how your Tracking Number is formatted, and whether it is auto-formatted in an email, or whether it is manually entered by a user.

Call ID: \s*(\w+)

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Find one word after Call ID: with no space after Call ID:
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If the word has a dash or other punctuation in it, it is considered to be more than one word. Only the data prior to the punctuation will be returned
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There can be zero to many spaces between the label and the expression

Alternate #:(d\+)

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Returns any number following the label
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If there is a space between the label and the number, there will not be a match
Additional Examples

We have arbitrarily used the label 'Call ID:'.

Call ID:(.{5,30})

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Find any characters after Call ID:, minimum 5, maximum 30, no spaces after the label
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If the string is less than 5 characters, there is no match
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If the string is longer than 30 characters, only the first 30 are used
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If there are one or more spaces between the label and the string, there is no match

Call ID: (\w+)

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Find one word after Call ID: and a space
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The word has a dash or other punctuation in it, it is considered more than one word. Only the data prior to the punctuation is returned.
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If there is a not a space between the label and the word, there will not be a match
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If there is more than one space between the label and the word, there is no match

Call ID:(\w+)

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Find one word after Call ID: with no space after Call ID:
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The word has a dash or other punctuation in it, it is considered to be more than one word. Only the data prior to the punctuation is returned
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If there are one or more spaces between the label and the string, there is no match

Call ID: (\d{5,10})

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Find a number with a minimum of 5 digits and a maximum of 10 digits after Call ID: and a space
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If the number is less than 5 digits, there is no match
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If the number is longer than 10 digits, only the first 10 digits is returned
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If there is a punctuation character or a letter in the string only the numerical digits before the punctuation or letter is returned
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If there is no space between the label and the string, there is no match
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If there is more than one space between the label and the string, there is no match

Call ID:\s*(\d{5,10})

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Find a number with a minimum of 5 digits up to a maximum of 10 digits after Call ID, regardless of the number of spaces after the label
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If the number is less than 5 digits there is no match
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If the number is longer than 10 digits only the first 10 digits is returned
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If there is a punctuation character or a letter in the string only the numerical digits before the punctuation or letter is returned
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It does not matter whether or not there are any characters between the label and the number

Adding a Regular Expression

To enter an advanced customer or tracking numbers match string:
1
Click in the Match String field and select an example.
2
If necessary, do any of the following to edit the example:
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Change the label
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Change the spacing
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Change the character/number designation
3
Alternatively, type in your own string.
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Type a test string in the Test String box and click Test.
This may be done before or after you add the expression.
5
To test an expression that has already been added, highlight it in the Match String List box.
Notice that it is now displayed in the Match String Expression field as well.
6
Modify the expression if necessary and retest.
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Add the expression to the Match String list by clicking Add.
8
Check your list of expressions.
There are be no duplicate expressions, but there might be some with subtle typing differences that you no longer want. You may change the search order, or remove any extra expressions that you don't need.
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