Stat 7.0 - Web User Guide

Customers are defined by system administrators in the Stat Windows® client. However, if the customer you want to associate with the CSR is not currently defined in the Stat Repository, with proper security rights you can add the customer when creating the CSR in Stat Web.

To add a customer:

Click Add.

Specify the required customer properties (first and last name, department, and country) and any optional properties.

Click Add.

Type (Required) CSR types divide CSRs into categories to help identify the kind of

problem or request the CSR represents. The types are defined by your system administrator. Examples of CSR types might be Fix, Enhancement, and Standard Change.

Workflow (Dependent on CSR Type)

Workflows are sets of rules that regulate the sequence and conditions by which CSRs can change from one status to another. Your system administrator defines workflows based on a combination of service domain and CSR type. When you select a CSR type, this field automatically displays the default workflow defined for that type. You can select a different workflow if more than one has been defined. However, if no workflows have been defined for the selected CSR type, this field is grayed out.

When you save a CSR in which a workflow has been assigned (as shown in the Workflow field), the function specific Workflow field appears.

Status (Required) Displays the current status of the CSR. CSR statuses are associated

with CSR types. The status represents 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:

•

Open – This indicates that the CSR has not been completed and is still being addressed. You will probably have several variations of open, such as Pending Approval, In Progress, and in Testing.

•

Closed – This indicates that a CSR has been completed. CSRs of a closed status no longer appear on the Support Console list of CSRs. There could be various closed statuses, such as Completed and Cancelled.

•

Closed for Statistics – If a CSR is still open but should not be counted in departmental statistics as such, you can give it a Closed for Statistics status. This special status lets you filter information on reports. For example, if you are waiting on a fix from a vendor, you no longer have control of the issue. You may decide to place the CSR in a holding state.

Table 1. CSR fields

Field Description

Queue (Required) A specific group of Stat users with similar skill sets or responsibilities

available to work on a particular CSR. A user who is not a member of the assigned queue cannot be assigned to the CSR. Your system administrator defines queues and their members. Queues might include Development, Training Staff, Management, and Support Services.

Assigned To (Required) The user ID of the owner of the CSR. Throughout Stat, this user is

called the assigned user. The list of available users depends on the group selected. The assigned user may change several times through out the life of a CSR.

Open By (Auto) When a user opens a new CSR, Stat automatically populates this

field with the user’s name. If this CSR was opened via email the default name is “Account, System.” If you have proper security, you can change the value displayed in this field.

Open Date (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 Customer Priority field). When your system administrator defines priorities, a turn around 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 turn around time in business days only, 24 hours can mean the following Monday if the CSR was opened on a Friday.

Due (Auto) When you make a selection in the Priority field, Stat automatically populates this field with the appropriate date and time.

Closed Date (Auto) When a CSR is changed to a status equaling closed, Stat

automatically updates this field with the current date and time. Before a CSR is set to a closed status, this field is disabled and displays the default value, “01Jan1900 00:00.”

Customer Priority (Optional) The value displayed in this field indicates what priority the customer

believes his or her request should have. Although the value may actually be different than what you decide the priority should be (as indicated in the Priority field), this is a way to record the customer's sense of urgency in resolving the issue. Customer priority values are service domain-specific and are defined by your system administrator.

Tracking # (Optional) If the customer has a tracking number for the issue documented in

the CSR or if the request initially came from an external help desk system, you can record it in this free form text field.

Alt. Phone (Optional) Enter an alternate telephone number for the customer, if necessary.

This information is stored with the current CSR only.