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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

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.

* 
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.

Adding a Parameter

To enter a keyword search:
1
In the Match String field enter the keyword variables you want the Agent to search for.
The keyword search is not case-sensitive.
2
In the Special field, select the processing parameter you want.
3
Click Add>>.
Stat adds the keyword variables and parameter to the processing list.
4
In the Field column click the row you just added. Then select the location in the email message where you want the Agent to search.
5
Click OK.

Order of Processing

The Agent processes the values in the order they are displayed. If a match is found, it processes the email appropriately, ignoring any subsequent items.

You can change the processing order by selecting the item you want to move and clicking Move Up or Move Down.

Removing or Editing a Parameter

To remove or edit a parameter, select the row and click << Remove. The Agent moves the match string and processing parameter from the list back to their respective fields.

If you want, you can then edit the match string and add it back to the list.

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