Stat 6.3 - System Administration Guide

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.

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

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.

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

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.

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.

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.

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.

Defining a Distribution List

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

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.

NOTE: The Stat Central Agent does not send an email to inactive customers.

NOTE: Stat sends emails only to active users and customers and recipients that have been individually specified.

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.

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:

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.