Stat 6.3 - System Administration Guide

Viewing Rule History

When you select Fire only once per CSR in the Rule Definition tab, Stat adds the History tab to the Rule Editor window. This tab displays a list of all the CSRs that have been triggered by the business rule. In the case of past due escalation events, the tab changes to display a record of the past due item specified by the rule. For each record, the tab also shows the date and time that the rule fired.

CSR Log Topics Maintenance

CSR log topics are used to group CSR logs. When a new log is entered, the user must select a topic from the drop down list which is populated by this table.

CSR log topic security is controlled by the following user class rights:

The CSR Log Topic Maintenance table is displayed in a standard maintenance window. To open this window, select Maintenance | Domain-Specific | CSR Log Topics.

CSR Priority Maintenance

The CSR Priority Maintenance table defines the levels of urgency behind a CSR. Priority codes define what values are displayed on the CSR Priority drop down list on CSRs. They also define how Stat calculates the due date for the CSR.

CSR priority security is controlled by the following user class rights:

The CSR Priorities Maintenance table is displayed in a standard maintenance window. To open this window, select Maintenance | Domain-Specific | CSR Priorities.

You define CSR priorities by specifying the following values in the CSR Priority Maintenance window.

NOTE: You can change the display color of a selected type code by clicking Color... and specifying a different color in the Color Selection dialog box. For more information, see Using the Color Selection Dialog Box .

CSR Type and Status Maintenance

CSR types divide CSRs into categories. They help identify what kind of problem or request the CSR represents. CSR statuses, on the other hand, represent the states a CSR goes through in its life cycle. After you define a CSR type in the CSR Type Maintenance table, you can associate it with a set of CSR statuses that you define in the CSR Status Maintenance table. This way, when a user creates a CSR of a particular type, the drop down list in the Status field displays only the statuses defined for that type.

CSR type security is controlled by the following user class rights:

The CSR Type Maintenance table is displayed in a standard maintenance window. To open this window, select Maintenance | Domain-Specific | CSR Types and Statuses.

After you define a CSR type in the CSR Type Maintenance table, select it and click CSR Status. This opens the CSR Status Maintenance table. From here you can define all the CSR statuses for the selected type.

If you plan on associating certain CSR statuses with multiple CSR types, you can save time by associating them with the predefined CSR type named Default. Statuses that you associate with the Default type can then be used as default statuses for other CSR types. For example, if you want to associate both a Cancelled status and a Released status with all your CSR types, rather than defining these statuses for each CSR type separately, you can define them just once for the Default type. You can then use Cancelled and Released as default statuses for other CSR types by selecting Use Default for each type you want in the CSR Type Maintenance table.

The CSR Status Maintenance table is displayed in a standard maintenance window.

When you open the CSR Status Maintenance window for a particular CSR type, any default statuses assigned to that type are displayed in read-only format. To edit default statuses, you must open the CSR Status Maintenance window for the Default type. Any changes you make to the statuses there are reflected in all the CSR types that use default statuses.

To create a CSR type-specific status, click New. This activates a new row in the maintenance table. In the CSR Status Cd field, type the name of the status and then complete the remaining fields. When finished click OK or Apply.