Stat 6.3 - User Guide

CSR Type (Required)

CSR types divide CSRs into categories. They help identify what kind of problem or request the CSR represents. They are defined by your system administrator. Examples of CSR types might be Fix, Enhancement, and Standard Change.

Status (Required)

This field displays the current status of the CSR. CSR statuses are associated with CSR types. They represent the states or conditions that a CSR of a particular type can go through during its development lifecycle. Your system administrator can define several CSR statuses. However, all CSR statuses are variations of three major types:

NOTE: Depending on the service domain and selected CSR type, your ability to change CSR statuses may be restricted by workflow rules. See CSR Workflows for more information.

Opened (Auto)

When a new CSR is opened, Stat automatically populates this field with the current date and time.

Priority (Required)

Priorities indicate the urgency of the request as determined by the user (as opposed to the customer, which is documented in the Cust Prio field). When your system administrator defines priorities, a turnaround time is associated with the priority. The turnaround time determines the due date of the CSR. A priority of Urgent might have a turnaround time of 24 hours, which sets the due date to 24 hours after the open date. However, since some organizations may define turnaround time in business days only, 24 hours can mean the following Monday if the CSR was opened on a Friday.