Stat 6.3 - User Guide

CSR # - This is a unique number assigned to a CSR by Stat. It identifies the CSR within the system. Each CSR number is given a prefix that indicates the name of the service domain to which the CSR is associated.

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Title - The CSR description as it appears in the Title field of the CSR

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Application- The application for which this CSR was opened. An application defines what product or facet of your enterprise is represented in the CSR. Examples of applications are PeopleSoft version 8 and Oracle Applications. The available choices vary in each environment and are determined by the system administrator.

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Status - This field displays the current status of a CSR. Examples of statuses are Open, In process, and Closed. The available choices vary in each environment and are determined by the system administrator.

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Type - CSR types divide CSRs into categories. The type helps to identify what kind of problem or request the CSR represents. Examples of types are Hardware Change and Emergency Change. The available choices vary in each environment and are determined by the system administrator.

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Customer Name - This field lists the name of the person that reported the problem or made the request. Following the name is the department or organization in which the customer works.

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Priority - Every CSR is assigned a priority indicating the urgency of the request. Examples of priorities are Emergency, Urgent, and Low. The available choices vary in each environment and are determined by the system administrator.

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Customer Priority - The value displayed in this field indicates what priority the customer believes his or her request should have. Although the value may actually be different than what you decide the priority should be (as indicated in the Priority field), this is a way to record the customer's sense of urgency in resolving the issue. Customer priority values are service domain-specific and are defined by your system administrator.

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Tracking Number - If the customer has a tracking number for the issue documented in the CSR or if the request initially came from an external help desk system, you can record it in this free form text field.

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Due Date - This field displays the date the CSR is due to be completed. An exclamation mark (!) next to the date means that the due date/time has passed.

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Day - If the CSR status is open, this is the number of days the CSR has been opened. If the CSR status is closed, this is the number of days that the CSR was open.

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Assigned To - This field displays the Stat user assigned to the CSR

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Unread - Indicates if the assigned user has not yet read the CSR.

Customizing Support Console Lists

You can customize a list displayed in a tab of the Support Console by specifying the columns you want displayed and in what order. You can also apply filter and sort settings.

To customize a CSR list:

On the Support Console, select the tab containing the list you want to customize and click View....

This opens the Setup Console View window.

Do any of the following to customize the CSR list:

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Specify the columns you want displayed in the list using the right and left arrow buttons.

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Specify the order in which you want the columns displayed using the up and down arrow buttons.

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Apply sort settings, as described in the section Sorting List Columns .

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Apply filter settings, as described in the section Filtering List Columns .

(Optional) To save the customized settings between Stat sessions, select the Save for future session option.

Click OK.

Sorting List Columns

You can sort the information displayed in list columns in ascending or descending order. By default the items in a list are sorted in the order they were opened. You can sort columns one at a time or several at once.

When you click on any of the column headings, the sort changes based on that column. If you want to sort a particular column in ascending order, click once on the column heading. If you click on the same column again, Stat changes the sorting to descending. If you click on another column, the sorting changes to that newly sorted column. When you exit, Stat asks you if you want to save your new sort order as a permanent preference.

You can simultaneously sort multiple columns via the Specify Sort Columns dialog box.

To sort multiple columns:

On the Setup Console View window, click Sort.

This opens the Specify Sort Columns dialog box.

In the Source Data field, click and hold on the name of the column you want to sort. Then drag and drop the column into the Columns field.

If you want the column sorted in descending order, deselect the Ascending option.

Otherwise the column is sorted in ascending order. It is possible to sort some columns in ascending order and others in descending order.

Repeat for each column you want to sort.

When finished, click OK.

Filtering List Columns

You can apply a filter to a list to provide a quick drill-down to only the items you want to see. For example, you may want your list to show all CSRs that are due after a certain date.

To filter a list:

In the Setup Console View window, click Filter....

This opens the Specify Filter dialog box.

Create a filter equation using the Operator tool buttons and statements listed in the Functions and Columns fields.

For example, if you want to filter out CSRs with a due date earlier than 20 NOV 2000, you would create a filter equation that read: “date(due_dt) >date('11/20/00').”


	TIP: Stat filter equations use standard SQL syntax. If you have any questions regarding syntax, please call Quest Technical Support. Date format should match the shortdate setting on your PC.

Click Verify to check the validity of your equation.

Stat displays a message box telling you if your equation is valid or not.

Click OK to close the message box.

In the Specify Filter window, click OK.

Stat displays a message on the right side of the Support Console alerting you that a filter is in use and that a certain number of records are hidden from view:

Console Notifications

When you login to Stat, the Support Console automatically queries the system for any CSRs or tasks that have been assigned to you since you last logged in. You can configure the Support Console to check periodically for new assignments and to notify you right away if it finds anything. Additionally, if a Stat user changes a CSR in such a way that it impacts your list, that change is automatically reflected at each refresh. The Support Console also automatically refreshes the list whenever you select a different tab. Setting refresh time intervals is discussed later in this chapter.

At each refresh, if Stat finds a new CSR it displays the Stat Alert message box.

Click Acknowledge to tell Stat that you acknowledge the new CSRs and close the message box. Stat will not remind you again.

Click Snooze to close the message box. Stat displays the same message box each time you refresh the current list.


	NOTE: The alert window automatically goes into snooze mode when you are within one minute of the next automatic refresh of your CSR list, or if you click on another window within Stat.