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Stat 6.3 - 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

Email Configuration

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Configuring the Stat Central Agent for Email
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Outbound Mail Configuration
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Inbound Mail Configuration

Configuring the Stat Central Agent for Email

You can configure the Stat Central Agent to manage incoming email and to format and send outbound email. This way, all Stat-related email is handled automatically, requiring no time or effort from users. For example, you can configure the Agent to send an email notification to a mailing list that includes both users and customers whenever a certain event occurs, such as the opening of a new CSR. Email configurations are service domain-specific.

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NOTE: The Stat Central Agent also processes email requests sent from the Stat Client whenever a user attempts to email CSR information manually. For more information, see the Stat User Guide, Chapter 3, “Change/Service Requests.”

For each service domain in which you want to process email, you select and configure the Agent in the Electronic Mail Interface - Setup window.

To configure the Stat Central Agent for email:
1
Select Maintenance | Stat Central Agent | Email Settings.
The Electronic Mail Interface - Setup window opens with the Configuration tab pre-selected.
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TIP: You can also access the Electronic Mail Interface - Setup window from the Service Domain Maintenance table. For more information, see Service Domain Maintenance .
2
In the Service Domain field, select the service domain you want.
Each service domain must be configured to process outbound email.
3
In the Agent Domain Email Address field, enter the fully qualified email address that will be used solely by the Stat Central Agent for processing email.
The email address must conform to one of the three supported formats described in the table below:
Type
Format
Example

Simple direct address

username@domain.ext

Jdoe@yourdomain.com

Compound name and address with address using brackets

Name
<username@domain.ext>

John Doe
<Jdoe@yourdomain.com>

Compound comment (name) and address with comment in parenthesis

(comment)
username@domain.ext

(John Doe) Jdoe@yourdomain.com

4
(Optional) Select Allow Customer Inquiries if you want to let customers make requests via email for automated updates on the status of their CSRs.
5
(Optional) Select Allow Inbound Approval Emails if you want to grant approvers the ability to approve or reject a migration, status transfer, or an Oracle Apps patch application by responding to reminder emails sent by the Stat Central Agent.
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NOTE: Approval reminders are outbound email messages pre-formatted in the Approval tab, which is described in the section, “Approval Notification” on page 25.
The remaining fields in the Configuration tab involve email server settings. If you have questions regarding these settings or email servers in general, see your email administrator.
6
Specify the settings you want in the SMTP section, which configure the Stat Central Agent to process outbound email. Then, depending on which server you use for inbound email, specify the settings you want in either the POP3 section or the IMAP section.
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NOTE: Stat security requires that non-LDAP enabled new users and users whose passwords have been reset receive an auto-generated email containing a temporary password. When processing the email job, Stat uses the SMTP settings configured in the default service domain of the user defining the new user or resetting the password.
The table below describes the appropriate values for each field.
Value
Setting

Server

String. May either be a host name (host.dart.com) or dot address (nnn.nnn.nnn.nnn).

User

Optional String. Specifies the server account.
Supported formats include:

UserId

Domain\UserId

Domain\UserId\Mailbox

Password

Optional String. Specifies the Password.

Remote Port

Optional Long. Specifies the port number you wish to connect to. If you do not specify a port number, the following industry standard port numbers are used by default:

Port 25 for SMTP

Port 110 for POP3

Port 143 for IMAP4

Security

The encryption protocol, if any, used for inbound and outbound communications with the server. Options include TLS (for SMTP and IMAP), SSL, and None (for no encryption).

NOTE: When you switch from None to SSL or TLS, the port numbers are automatically changed to the corresponding industry standard. These numbers include:
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TLS - 25 (SMTP) and 143 (IMAP4)
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SSL - 465 (SMTP), 995 (POP3), and 993 (IMAP4).

You can modify these settings as needed.

7
If you use Outlook Exchange as your inbound email server, specify the following settings in the Message Format tab of the Site Default Properties window:
•
For POP3, you must select the MIME radio button.
•
For both POP3 and IMAP, you must check at least two of the following three check boxes: Provide message body as plain text, Provide message body as HTML, and Use Microsoft Exchange rich-text format.
These settings can be at the exchange server level or at the mailbox level for the user designated to receive Stat emails.
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IMPORTANT: Each service domain being configured to accept inbound email needs a separate mailbox. Also, for Development and Test environments, mail should either be turned off or also have separate mailboxes.
8
After specifying server settings, you can make sure that you have entered all the information correctly by clicking Test Connection.
This makes Stat establish a connection to the server. If successful, Stat immediately disconnects from the server and displays a “Connection Successful” message box. If Stat is unable to connect, it displays a message box stating the cause of the failure, for example, “User ID or Password is not defined.”

Outbound Mail Configuration

In Stat, there are several events which can trigger outbound mail from the Stat Central Agent. These events include:

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A user attempts to manually email CSR information
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Creating a new CSR, either by a user or the Stat Central Agent
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Closing a CSR
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Re-opening a CSR
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Updating a CSR
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A CSR going unopened for a specified length of time
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Items going past due for a specified length of time
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An object reservation turning into an object lock
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A customer requesting additional information
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An approval notification is sent out by a Stat user for a status transfer, migration, or for Oracle Apps users, a patch application
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Resetting a user’s password

The last four events, Object Lock, Request for Info, Approval Notification, and Resetting Passwords trigger email to individual recipients and are set up in their respective tabs on the Electronic Mail Interface - Setup window. However, you configure outbound email triggered by all the other events in terms of business rules. In a business rule, you specify the event that you want to trigger the email, as well as the list of mail recipients and the content of the email message itself. For more information on configuring outbound email as business rules, see Business Rule Maintenance .

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NOTE: Be aware of the following:
•
You can change the default presentation of outbound email by opening the file $STAT_HOME\report\business_rule_report.jrxml in Jaspersoft Studio. This tool allows you to customize the email report presentation, including field position, style, header and footer. For Stat to accept the customizations, the compiled version of the file business_rule_report.jasper has to be deleted.
•
On the Request for Info and Object Lock tabs, the Explanation tab provides a brief explanation of the event. It is for informational purposes only and cannot be edited.
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The Stat Central Agent formats outbound email using the ISO-8859-1 character set by default. Some Unix based servers may have issue with the character set and accented letters may be dropped from the body of the email. The standalone.conf and standalone.conf.bat are using a parameter that overrides UTF-8 with ISO-8859-1. If it becomes necessary to use UTF-8 for email, scan the standalone.conf/standalone.conf.bat files for the parameter -Dmail.mime.charset=ISO-8859-1 and set it to -Dmail.mime.charset=UTF-8.

Object Lock

When triggered by an Object Lock event, the Stat Central Agent sends an email to CSR owners notifying them that the reservation they placed on an object has been changed to a lock. Because this notification does not require any additional information, the check boxes that correspond to CSR fields are grayed out.

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