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Stat 6.2 - System Administration Guide

Overview of Stat Administration Administrative Utilities Stat Security General Maintenance Tables
System Maintenance Service Domain Maintenance Department Maintenance Issue Tracking Maintenance Country Maintenance Customer Maintenance Object Type Maintenance PeopleSoft Environment Connection Maintenance Pre/Post Migration Steps Parameters Oracle Applications Configuration Oracle Applications Connection Maintenance Generic Application Connection Maintenance Schema Object Parameters Maintenance Data Object Maintenance PeopleSoft Search Configurations Stat Report Definition Maintenance Version Control Management Connection Maintenance
Service Domain-Specific Maintenance Configuring the Stat Central Agent Email Configuration Object Security Appendix: Sample Service Domain Configuration Appendix: User Class Rights Appendix: Creating a Staging Database Appendix: Database Tuning Appendix: Oracle Applications File Type Directory Appendix: Ports and Firewalls Appendix: REST Web Services API Appendix: SOAP-Based Web Services API Appendix: Troubleshooting Chart Appendix: stat.conf Configuration Appendix: Custom Report Files

Defining Rule Criteria

Defining Rule Criteria

After selecting the trigger event, you can specify additional criteria that qualify the trigger event under your rule definition. Stat needs to know what values the CSR must display for the rule to take effect.

You specify the criteria by selecting criteria types (CSR fields) and the matching values. You may concatenate multiple CSR values.

* 
NOTE: Be sure to create a Stat Central Agent job for each type of “past due” event triggered by either a business or personal rule. Also, when scheduling the job, be aware of the timing of the rule. For example, if you want CSRs that are more than 1 hour past due to trigger an email, scheduling the job to run every 2 hours could result in an email being sent 3 hours after the trigger event.
Field

Fields correspond to certain types of information contained in a CSR. The Field list displays the following options:

•
Application Environment
•
Application
•
Assigned Queue
•
Assigned User
•
CSR Opened by User
•
CSR Priority
•
CSR Status
•
CSR Type
•
Customer
•
Customer Department
•
Equipment ID
•
Logged in User
•
Vendor
•
Workflow
* 
NOTE: Depending on the trigger event, the Field list may include different options:
•
For business rules triggered by past due escalation events, the list above also includes options specific to that event. For example, for the event Past Due Task Escalation, the list includes the option Assigned User of Task.
•
For migration events, the list includes the Migration Status, Migrator, Module, and Target Environment.
•
For the Oracle Apps business rules, OraApps Patch Application Complete and OraApps Patch Rollback Complete, the list of fields includes the option Process Status, which corresponds to the field in the Oracle Applications Patch Management Console.
Operator

After you select a CSR field type, you need to establish its relationship to a value or set of values you specify. Options include:

•
Is – Select if the CSR field must equal the specified value, meaning a match must occur
•
Not – Select if the CSR field cannot equal the specified value. This tells Stat to initiate the rule whenever a trigger event occurs in a CSR with a value different than the one you specify.
•
Change From – Select if upon saving the CSR, the field has changed from one specified value to another
•
Not Change From – Select if upon saving the CSR, the field has not changed from one specified value to another. In this case, the rule takes effect when a trigger event occurs on a CSR with a field value that has not changed exactly as specified.
Value

The list of value options depends on the CSR field you select. If you select the Is operator, the corresponding value found in the CSR must match your selection for the business rule to take effect. Likewise, if you select Not, the corresponding value cannot equal your selection.

The table below shows some examples of rule criteria. You can define several criteria for one business rule.

Value
Operator
Value
Explanation

CSR
Status

Not

Cancelled OR Denied

Rule takes effect when trigger events occur on CSRs with a status that is neither Cancelled nor Denied

Assigned
Queue

Is

Dev

Rule takes effect when trigger events occurs on CSR assigned to the queue Development (Dev)

Application

Changed From

Self Service to HR, Benefits to Pay Roll, or HR to Benefits

Rule takes effect when trigger event occurs on CSRs where the Application has changed from Self Service to HR, or Benefits to Pay Role, or HR to Benefits

* 
NOTE: For the operators Change From and Not Change From, Any is a permitted value for the From field, and Any and Any except original value are permitted values for the To field. However, using the Any value in both the From and To fields will not trigger the rule. Instead, use the Any value in the From field and the Any except original value in the To field.

If you define more than one set of criteria for a business rule, each set must be met for the rule to take effect. The exception to this is when you define more than one value on a CSR field. In this case, the rule takes effect if the CSR field matches one of the possible values.

For example, let’s say you add a business rule based on an Open trigger event that uses each set of criteria shown in the preceding table. This means that everyone on the email distribution list will receive an automatic email notification whenever a Stat user or the Stat Central Agent opens a CSR with a status that is anything but Cancelled or Denied, is assigned to the Development queue, and an application value that has changed from one specified value to another.

* 
NOTE: For past due rules you may want to exclude closed CSRs from the rule. Otherwise closed CSRs will continue to be evaluated.
To add criteria to a rule:
1
In the Field field, select the CSR field you want.
2
In the Operator field, select an operator.
3
In the Value field, select a value for the field.
4
Click Add.
Your new criteria appear in the window with an indicator that it has been added to your rule.
5
Repeat for each additional criteria.
To remove criteria:

Select the row and click Remove.

* 
NOTE: To edit a rule, select the rule in the Business Maintenance table and then click Rule Details. Stat opens the Rule Editor window where you can edit the rule as needed.

Defining Message Content

After selecting the trigger event and optionally specifying rule criteria, the next step is to open the email Message tab and define the content of the email message that is to be sent out when the rule is triggered.

To define email message content:
1
In the Rule Editor window, click the email Message tab.
2
Select the check box corresponding to each type of CSR information you want included in the email message.
* 
NOTE: If you select the Most Recent Log option and the most recent log entered on the CSR is flagged as confidential, the log is not included in the email message. Also, if you select the Attachments option, any attachments on the original CSR will be forwarded with the email message.
3
(Optional) Enter any header and footer information you want inserted in the email.
It is a good idea to put information in the message header about the rule itself. The Stat Central Agent includes the rule ID number in the message subject, but does not include any information about the event or rule criteria.

Defining a Distribution List

After specifying the content of the email message, the next step is to specify a distribution list of mail recipients.

To define a distribution list:
1
Click the Send To tab.
This is where you define the distribution for the email. You must define at least one recipient.
2
In the Send To field, select a value. Send to options are based on a selected rule event and could be different for each rule.
Options include:
•
Approver, Migrations – The user assigned to approve migrations
•
Approver, OraApps – The user assigned to approve Oracle patch applications
•
Approver, Status Transfer – The user assigned to approve status transfers
* 
NOTE: Emails sent out for Approval Escalation events (OraApps Patch Application, Migration, and Status Transfer) include links that allow the recipient to approve or reject the request.
•
Customer – The customer on the CSR
•
Customer, CSR – The customer specified on the CSR
•
Customer, Specified – A specific customer
* 
NOTE: The Stat Central Agent does not send an email to inactive customers.
•
Email Addr, Specified – A manually entered email address
•
Migrator - The user listed as the default developer of a migration
•
Queue, All Members – All members of the queue specified on the CSR
•
Queue, Owner – The owner of the queue on the CSR
•
User, All Historic Owners – All the users that at one time owned the CSR
•
User, Assigned – The user assigned to the CSR
•
User, Logged In – The user logged in to Stat when the trigger event occurs
•
User, Opened By – The user the opened the CSR
•
User, Specified – A specific Stat user
•
User, Task Assigned – The user assigned to a task specified on the CSR
* 
NOTE: Stat sends emails only to active users and customers and recipients that have been individually specified.
3
In the Field field, select how you want the message addressed to the recipient.
Options include To, CC, and Blind CC.
4
If you selected User, Specified in the Send To field, select the Stat user you want in the Other Address field.
5
If you selected Other Address in the Send To field, enter the email address in the Other Address field.
6
Click Add.
To remove a recipient:
1
In the list of recipients, click on the recipient you want to remove.
The Hand icon moves to that row indicating that the row is selected.
2
Click Remove.

Defining a Command to Run

When a Business Rule is triggered, Stat can execute a user-defined command. The command is executed by Stat Central Agent. The command can be used for any purpose, for example, to notify a third party system about a Stat event. To define a custom command, navigate to the Define Command tab.

Command Parameters

Stat offers many predefined and custom parameters that can be used to build a command. Predefined parameters can be used when a Business Rule triggers CSR-specific events, for example, a CSR Update. A drop-down list displays the CSR fields available in the Stat Database view CSR_BUS_RULE_PARAMS_VW1. The parameters drop-down list displays the User Parameters defined for the Pre/Post Migration steps.

To add a parameter to a command, select the desired parameter from the drop-down list of predefined parameters and click the Add button. The selected parameter is inserted at the cursor position in the command field and uses the following format: %%PARAMETER%%.

The following is an example of a command:

curl
--user %%JIRA_USERID%%213:%%JIRA_PWD%%
-k -X POST
--data "{
\"body\": \"CSR: %%SD_CD%%-%%CSR_ID%%:%%TITLE%% - has been updated by %%UPDATED_USER_ID%% on %%UPDATE_DATE%% :)
\"}"
-H "Content-type: application/json"
https://yourcompany.com/rest/api/2/issue/%%TRACKING_NUMBER%%/comment

This command will add a comment to Jira for a case defined in the CSR Tracking number. Notice that JIRA_USERID and JIRA_PWD are defined in the User predefined parameters.

You can also specify a command time-out and specify conditions for the executed command to trigger a “Command Error Notification” business rule.

•
Trigger “Command Error Notification” when return code... – Select this option to trigger the Command Error Notification business rule if the command errors. Then refine the trigger by selecting specific trigger conditions applicable to your custom command.
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