Because the information contained in the Description and Resolution fields is so critical to the success of a CSR, you can use advanced editing to enhance the quality of that information. Advanced editing includes text formatting, copying and pasting text from other applications, and inserting hyperlinks and image URLs.
You can change the appearance of selected text by using the Formatting toolbar and the special function tool buttons located above the text field on the Description or Resolution field.
You can copy and paste text into the Description and Resolution fields from other applications. However, be aware that pasted text that is large in size or specially formatted (such as tables or text with graphics) may not display properly or may pose memory problems. If you want to add a large amount or specially formatted text to a CSR, consider either inserting a hyperlink or adding an attachment.
Stat® Web supports attaching files to CSRs. This allows users to immediately access important data both inside and outside of the Stat Repository.
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Select Attachments section in the CSR window. |
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Click Add Attachments to open the dialog window. |
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In the Comments field, enter a brief description of the attachment. |
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Click Add Attachment. |
You can use a CSR template to set default values for the following fields in a CSR window:
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Check the Update CSR Template check box. |
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 creating a CSR, the Workflow field automatically displays the default workflow defined for the selected CSR type (if any). 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.
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