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 .
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To switch back to the project issues view, click Project Issues. |
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In the Issues tab, click New. Stat opens the Edit Issue window. |
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In the Assigned To field, select the user responsible for resolving the issue. |
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In the Status field, select the current status of the issue. Available options are defined by you 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." |
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In the Description field, enter a detailed description of the issue. |
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Click OK. |
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In the Project window, click Refresh to see the issue just created. |
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In the Issues tab, select the issue you want to close. Then click Edit. Stat opens the Edit Issue window. |
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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. |
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In the Resolution field, enter a description of how the issue was resolved. |
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Click OK. |
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In the Project window, click Refresh. Closed issues are displayed in gray. |
With projects, the security options determined by your user class are:
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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. |
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Open new projects – If your user class does not include this right, the New Project option is disabled on your menu |
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Edit projects assigned to other users – Security may restrict you from being able to modify a project assigned to a different user |
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Add CSRs – Your user class determines if you are able to add CSRs to a project |
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View all CSRs associated with a project – You can only see the CSRs from the service domains to which you have access |
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Select File | Open CSR.... |
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In the Search Domain field, select the service domain the CSR belongs to. |
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Select a Search By option. |
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Number – Select this option if you want Stat to return CSRs that match a specified CSR number |
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Customer – Select this option if you want Stat to return CSRs requested by a specified customer |
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Open Date – Select this option if you Stat to return CSRs that were opened on a specified date |
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Department – Select this option if you want Stat to return CSRs assigned to a specified department |
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Tracking Number – Select this option if you want Stat to return CSRs that match a specified tracking number |
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In the Search Value field, select or enter a proper search value. |
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If you selected Number, the field changes to a CSR number entry field |
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If you selected Customer, the field features a browse button (...) that opens the Search Customer Engine |
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If you selected Open Date, the field features a browse button that opens a calendar dialog box |
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If you selected Department, the field changes to a department drop down list |
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Select the Open CSRs Only option if you want the results list to exclude closed CSRs. |
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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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