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Stat 7.0 - 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 Enabling Web Client to perform PeopleSoft migrations 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: Oracle Agent: Stat.conf and log4j2.xml configuration Appendix: Custom Report Files

Approval Notification

In the Approvals tab, you can define a pre-formatted message that Stat users with the proper security rights can send to approvers reminding them about a migration, status transfer, or Oracle Apps patch application waiting their approval. These messages include links that a recipient can click to send an email immediately back to the Stat Central Agent indicating their approval or rejection of the migration, status transfer, or Oracle Apps patch application. If configured to accept inbound approval email, the Agent then processes the email and changes the approval status from Pending to Approved or Rejected.

The Notify tab allows you to configure a notification email when the approval email is sent. The notification email does not have vote buttons, but it does include approval and approver information

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NOTE: To configure the Stat Central Agent to accept inbound approval email, select the Allow Inbound Approval Emails option in the Configuration tab. If you have also configured Stat to automatically generate CSRs from inbound email, you may want to specify parameters in the Special Processing tab to keep Stat from generating a CSR whenever a user replies to an approval notification (see Special Processing Tab for more information).

Resetting Password Message

In the Reset Password tab, you can modify the pre-formatted message that Stat sends to non-LDAP enabled users whose passwords have been reset (either by a system administrator or another user with the security rights to administer passwords). The Message Header and Message Footer tabs contain information notifying the user that their password has been reset and includes a temporary password and instructions to change their password at the next login or from the User Options window. You can include additional information to the message as needed.

Inbound Mail Configuration

The Stat Central Agent follows a specific protocol when processing inbound mail:

1
The Agent determines if the email should be skipped (ignored), treated as undeliverable mail (mail returned by the email system), or treated as a request for information.
2
If the email does not meet any of the above criteria, the Agent determines if it should create a CSR based on the mail.
3
If configured to do so, the Agent creates a new CSR using default configuration settings.
4
The Agent searches the email for keywords you have defined for each field on the CSR. If any matches are found, the Agent updates the new CSR with the appropriate values.
5
The Agent attempts to locate the customer on the Customer table. A customer match is made by comparing the sender’s email address with the two email address columns in the Customer Maintenance table.
6
The Agent saves the CSR and adds the body of the original email message to the CSR Description tab.
7
If the inbound mail has attachments, the Agent adds the attachments to the CSR or forwards them to the designated mailbox.
8
The Agent processes outbound mail rules and determines if any outbound mail needs to be sent in reply to the mail it just received.

Default Values Tab

Whenever the Agent is triggered by an inbound email message to create a new CSR, it uses search strings to populate the fields of the CSR based on information contained in the message. If a matching search string is not found, the Agent uses default values instead. The first step in configuring the Agent to process inbound email is to specify the default values. You do this in the Default Values tab of the Electronic Mail Interface - Setup window.

To define the inbound mail configuration:
1
In the Electronic Mail Interface Setup window, select the Default Values tab.
When first opened, the Default Values tab displays system-defined values.
2
Select Accept Inbound CSRs if you want Stat to create CSRs from email.
Selecting this check box enables the fields on the Default Values tab.
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NOTE: Stat does not generate new CSRs from approval emails. See Approval Notification for more information.
3
Click the Browse button (...) next to the Customer field.
This opens the Search Customer Engine, which you can use to search the Stat Repository for the name of the customer. The name you select serves as the default in the Customer field of a CSR if Stat is unable to find a matching customer in the Customer Maintenance table when creating a CSR based on inbound email. You can use an existing customer record or create an Inbound Mail ID specifically for this purpose. The Department field is automatically populated based on the customer you select. For more information on using the Search Customer Engine, see the Stat User Guide, Chapter 7, “Search Engines.”
4
In the Application field, select an application.
You can select any application defined for the service domain. However, it may be useful to create a generic application such as “Other” specifically to handle inbound email.
5
(Optional) In the Env field, select an environment.
This field is activated only if the application you selected is associated with any application environments.
6
In the Cust Priority field, select a customer priority.
7
In the Priority field, select a priority.
8
In the CSR Type field, select a type.
You can select any type defined for the service domain. However, it may be useful to create a generic type such as “Other” specifically to handle inbound email.
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NOTE: If the CSR Type you select is associated with one or more workflows, the default workflow is automatically displayed in the Workflow field. In addition, the Status field automatically defaults to the start status of whatever workflow is displayed in the Workflow field.
9
(Optional), if the CSR Type you selected is associated with more than one workflow, select a non-default workflow in the Workflow field.
10
In the Status field, select a status.
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NOTE: The Status field automatically displays the start status of whatever workflow is displayed in the Workflow field (if any). However, you can select a different status if you want.
11
In the Queue field, select a queue that includes the User ID you plan on assigning to the CSR.
12
In the User ID field, select an ID.
You can select any User ID belonging to the queue you selected. The ID you select is assigned to the CSR. It may be useful to assign the CSR to a manager who can properly assign ownership.
13
In the Title field, enter the text you want to appear in the Title field on the CSR.
The description should be generic, such as “New CSR opened from email.” This value is used in the event that there is no subject defined in the email message.
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NOTE: In the Description tab of a new CSR, the Stat Central Agent inserts a notification that the CSR was created automatically from an inbound email and identifies the email sender, number of attachments, and the subject. The Stat Central Agent also copies the body of the inbound email message to the Description tab. Supported formats include both HTML (without JavaScript) and plain text.
14
Do one of the following to configure how Stat manages attachments in the inbound email:
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If you want Stat to store email attachments to the CSR, select Save attachments in CSR.
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NOTE: Embedded emails are stored in .eml format in CSR attachments.
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If you want Stat to forward any attachments received to an additional mailbox, select Forward attachments to: and then specify that mailbox.
15
If you would like Stat to forward returned (undeliverable) mail, select Forward Undeliverable Mail to and specify a mailbox.
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