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Stat 6.3 - User Guide

Introduction to Stat Connecting to Stat Change/Service Requests Stat Consoles Tasks and Time Entries Stat Projects Search Engines Reports and Graphs Personal Rules Object Tools and Wizards Change Management for PeopleSoft
Object Management (PeopleSoft) Object Archives (PeopleSoft) Object Migrations (PeopleSoft)
Change Management for Oracle Applications
Object Management (Oracle Applications) Patch Management Object Archives (Oracle Applications) Object Migrations (Oracle Applications)
Change Management for Generic Applications
Object Management (Generic Applications) Object Archives (Generic Applications) Object Migrations (Generic Applications)
Appendix: Troubleshooting Chart Appendix: Migration Options Appendix: User-Specific Parameters Appendix: Supported PeopleSoft Proprietary Objects Appendix: Stat Reports

Logs Tab

The Logs tab is divided into two sections. The left section displays a tree view of all the logs with each branch representing a predefined category. The right section displays details of the currently selected log, which you can modify as needed.

The left section allows you to navigate through logs and sort the results in a specific way. Each of the branches sorts the logs differently. To open a branch click the plus sign (+) located to the left of the branch or double-click on the branch itself.

The divider between the left and right sections can be moved to make one or the other side larger or smaller. Drag your cursor over the bar to get the <-> symbol. Click and drag/drop to resize.

Dates Branch

The Dates branch sorts your logs by the date you created them. The Dates branch opens up to at least two new branches: All Dates and Today. The All Dates branch displays all the logs sorted by dates starting with the earliest. If the CSR is more than one day old, you see a branch for each day that has passed since the open date. These branches display only the logs created on their respective date.

Users Branch

The Users branch sorts logs by user. The Users branch opens to separate branches for each user. If you are looking for the logs of a specific user, you can open his or her respective branch from the Users branch. In this case the logs are sorted by date, starting with the earliest.

Topics Branch

Logs also can be sorted by topic. Like the other two branches, the Topics branch opens to separate branches for each topic.

* 
NOTE: Stat automatically creates a log when it sends or receives an email associated with a CSR, or when a CSR lock is overridden. Logs created by Stat appear with the user ID “Account,System.”
Log Confidentiality

You can flag a log as confidential by selecting the Confidential check box. Confidential logs are not emailed to customers. These logs can be viewed and printed only by Stat users with proper authority. You can recognize that a log is confidential if the Confidential check box is selected and a yellow warning icon precedes the log.

Summary View

If a CSR has many log entries, you can view them all at once by selecting the Summary branch. Log entries listed in the Summary branch are sortable by topic and specific time intervals (last 7, 14, 30, or 60 days). You can also remove system-generated entries and entries flagged Confidential from the list.

Adding and Modifying a Log
To add a log:
1
Click the New Log button.
2
Select the log Topic.
(Optional) Select the Confidential check box.
3
Type information in the Details field.
4
Click the Create button.
5
Save the CSR.

With proper security rights, you can modify the text and topic value of your own logs as well as logs written by other users after the logs have been saved. However, you cannot delete logs once they are saved, and you cannot modify system-generated logs.

To modify a log:
1
Open the log you want to modify.
2
Modify the text or change the Topic value, as needed. Click Update.
3
Save the CSR.

Environment Refresh Tab

An environment refresh is the replacement of one environment (target) with the copy of another environment (source). The source environment can be either an existing environment, or it can be a backup of an environment (including the target). The Environment Refresh tab is where you document in Stat any environment refreshes that you have performed or are planning to perform. This tab is displayed based on a combination of service domain and CSR type. For more information, see Environment Refresh Events .

Patches Tab

The Patches tab is where you document and associate patches with a CSR. These can include patches delivered by PeopleSoft, Oracle Applications, as well as user-defined patches for generic applications. The functionality and information displayed in this tab differs depending on the change management module of the CSR. For Oracle Applications, the Patches tab displays information specific to Oracle patches and works in conjunction with the Oracle Applications Patch Management Console. For more information, see Patch Management . For more information on the Patches tab as it relates to PeopleSoft and Generic Applications, see Patches - PeopleSoft and Generic Applications .

History Tab

History Tab

As a CSR moves from one stage to another during its life cycle, many of its values are changed and updated. The History tab maintains a record of these changes, allowing you to determine which values were changed, when, and by whom. The History tab records:

•
Changes to the values in the general information fields of a CSR
•
Changes to the information displayed in the Description and Resolution tabs
•
The addition and deletion of attachments
•
If a change management tab is activated on the CSR, whenever objects are added, locked, unlocked, reserved, or removed.
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