If you need to open a CSR that is not currently listed in one of your CSR queries, Stat® provides two ways to quickly locate CSRs in the Stat Repository.
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If you know the CSR ID, enter it in the Open CSR dropdown, and press the SPACE bar. When entering the ID, be sure to include the service domain code, for example, ORA-29. |
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If you do not know the CSR ID, enter key words in the Search field, and click the arrow button. Stat Web searches the Stat Repository for all the CSRs that contain the keywords you specified in any of their text fields and lists the CSRs it finds in the Search Results dialog. To conduct a narrower search, enter more keywords using global filter. Keyword searches are case insensitive. |
NOTE: If you attempt to open a CSR that you have locked in the Stat® client application, Stat Web opens the CSR in read-only mode and gives you the option to override the lock and open the CSR in full edit mode. CSRs locked by other users open in read-only mode. Position your cursor over the CSR title bar to see what user has the lock and when it was locked. |
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.
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When you save a CSR in which a workflow has been assigned (as shown in the Workflow field), the function specific Workflow field appears. | |||||||
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When a new CSR is opened, Stat automatically populates this field with the current date and time. | |||||||
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. | |||||||
When you make a selection in the Priority field, Stat automatically populates this field with the appropriate date and time. | |||||||
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. | |||||||
On the Details section of the CSR, any of the three tabs could be set as the default tab. This ensures that the selected tab will be displayed first when user opens the CSR. To set a tab as your default tab, make sure you are on the desired tab and click the Set Current Tab as Default link on the upper right side of the CSR window.
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