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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

Special Processing Tab

The Stat Central Agent is designed to create new CSRs automatically from inbound email. However, there are circumstances when creating a new CSR from an email message is not warranted, such as email that is returned undeliverable. You can configure the Agent to handle these situations by specifying special processing parameters. These parameters tell the Agent if an email is a request for information, returned mail, or something to ignore.

Special Processing, like the configuration parameters defined in the remaining tabs, is driven by keyword searches. Through keyword searches, you instruct the Stat Central Agent to search the inbound email message for certain keywords or phrases and, if found, to take a specified action. In addition to keywords, you must also tell the Agent where in the email message to search. The location options are:

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Subject – The message subject field
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Msg Body – The message body or text
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From Name – The name (not the email address) of the sender
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Msg+Subj – Both the subject and message body
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NOTE: This tab must be defined for each service domain that uses inbound email. It is recommended that you have match strings such as “Out of office,” “Virus detected,” “Mailbox full,” to avoid email storms. Also, if your company sends broadcast emails (newsletters), you may want to filter for these as well.

There are three different ways the Agent can process an inbound email message if it finds a keyword match. These include Skip processing, Undeliverable processing, and Info Request processing. If the Agent does not find a keyword match, it processes the email message by creating a new CSR based on the information contained in the message.

Skip Processing

You can configure the Agent to skip an email if it finds a keyword match. Skipped emails are deleted from the inbox. This helps reduce the number of invalid CSRs that are created.

Some examples of keyword variables that prompt the Agent to skip an email are:

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Subject = Out of Office Auto Reply
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From Name = Your email broadcast message sender
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TIP: If you have configured Stat to send approval notifications to users, when a user makes an approval or rejection by clicking a link in the notification, Stat does not create a CSR, but if the user simply replies to the notification, it may result in an undesired CSR being created. To avoid this, you may want to specify a Skip Processing parameter.

Undeliverable Processing

You can instruct the Agent to recognize email that is returned undeliverable. If the Agent receives an undeliverable message, it forwards the email to the mailbox defined in the Default Values tab and then deletes the message from the inbox

Most email systems place the word “Undeliverable” in the subject of returned mail. This is often the best way to identify these messages.

Info Request Processing

As discussed in the preceding chapter, you can configure the Agent to send an email message to customers notifying them that a new CSR has been opened. Customers can then send a reply message via email requesting more information about the CSR.

Included at the bottom of the original message is an encrypted special identifier line. This line is specially formatted and contains information on the service domain, CSR number, and sender, as shown below:

<<Stat|CHG|234|SYSTEM>>

For the Agent to recognize the inbound email as an information request, you must specify a match string in the Special Processing tab that includes part of this special identifier line. The match string should not match the special identifier line completely (which is CSR number and sender specific), but should at least include “<<Stat”, and possibly the service domain as well, for example, “<<Stat|CHG”, where “CHG” is the service domain code.

If the special identifier line is not present in the inbound email or has been modified improperly, the request is ignored and the Agent continues processing the email. If it is not picked up by any other filters it is treated as a new CSR request.

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IMPORTANT: The identifier line is encrypted in the original email, users must not delete it or modify it in any way in their reply messages. This could result in the wrong CSR information being reported back to them or the request itself being ignored.

If the Agent recognizes a message as an information request, it retrieves the most recent CSR information and sends an email back to the originating mailbox with that information.

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