Stat 6.3 - User Guide

The Tasks Tab

The Tasks tab is displayed in a CSR window. It lists all the tasks associated with the displayed CSR. This tab is optional by service domain. Your system administrator determines if a service domain uses this tab. When tasks are assigned to a user, they automatically appear on that user’s My Tasks tab on the Support Console.

The Task Fields

The Tasks tab displays the following information:

Status

The status of the task is indicated by one or more icons:


	A small pink star next to the task indicates that it was added by the system automatically
	A white checkmark indicates that hours have been posted, but it has not been marked as completed
	A green checkmark indicates that the task has been completed
	An exclamation mark next to a task indicates that it is past due

No icon indicates that no hours have been posted, the task has not been marked as completed, and it is not past due.

% (Pct Complete)

The percentage of the estimated time required to complete the task that has been worked.

Task Description

A brief description of the task.


	NOTE: Task descriptions can include comments that have been added to the task. To hide comments, click Hide Cmt. To show comments, click Show Cmt.

Activity Code

Each task must be associated with an activity code. An activity code is a category of tasks.

Start Date

The date when the task is scheduled to start.

Due Date

The date when the task is due to be completed.

Estimated Hrs

The estimated number of hours required to complete this task.

Actual Hrs

The total number of hours posted to this task thus far.

Assigned

The user assigned to the task.

Average Pct Complete

The average completion percentage of all the tasks associated with the CSR.

Auto Tasks

As you create a new CSR or change the information on a CSR, Stat evaluates your entry and adds new tasks as needed. This type of task is called an auto task. Stat's auto task capabilities let you quickly define advance workflows, including what takes place, when, and by whom. For example, as the status of your CSR changes from Approved to Move to Production, Stat can automatically create and assign to different users various tasks, such as “backup database,” “inform users PeopleSoft will be unavailable from 2 to 3,” and so on.

Auto tasks are activated by the Application, CSR Type, and Status fields of a CSR. If your CSR contains an application, type, or status that has an associated auto task, Stat automatically adds it to the Task/Time tab. A pink star in the status field of a task indicates that it is an auto task.

The user assigned to the task is determined by how your system administrator configured the task. It can be the user who opened the CSR, a predefined user, the user assigned to the CSR, the user currently logged on, or a user which you must select. Remember that each task in a CSR can be assigned to a different user.

User-defined Tasks

You can manually add tasks to a CSR at any time and assign them to other users in the CSR’s service domain. When you add new tasks, one of two windows appears, depending on the service domain.

If the service domain uses the Time Entry feature, Stat opens an Edit Activity window with the Daily Time Entries section. The Time Entry feature and Daily Time Entries are discussed later in this chapter.

If the service domain doesn’t access the Time Entry feature, the Edit Activity window without the Daily Time Entries section is opened instead.

To add a task:

On the Tasks tab of a Change/Service Request window, click New.

In the Activity Code field, select an activity code from the list.

Activity codes identify job categories that group related tasks. If the task does not fall into one of the predefined categories, select Other.


	NOTE: When a new task is added, Stat enters the selected activity code in the Description field. If this task is defined to allow editing of the field, you can change the description. Otherwise, this field is grayed out.

In the Assigned To field, select the user you want to assign this task.

The list includes all active users for the service domain.

In the Estimated Hrs field, enter the estimated number of hours it will take to complete the task.

A value in this field is necessary for the system to determine the complete percentage.

In the Comments field, type any comments regarding this task.

Some tasks may require a comment when completed. Stat notifies you of this by displaying the word “Required” next to this field.

To scan through all of the tasks of a CSR, click Next >> or << Previous.

Next >> takes you to the next task of the CSR, while << Previous takes you to the previous task of the CSR.

The Start Date field defaults to today’s date, but you can modify it if necessary.

The Due Date automatically defaults. The due date of an auto task is determined by the system administrator. For example, the system administrator can specify that the task is due three days before the due date of the CSR. When you manually add a new task, the due date defaults to the CSR due date. You can also modify the due date if necessary.

Stat automatically updates the Pct. Complete field if you select the Auto-update % complete option.

Click OK when you are finished, or add another task if you want by pressing the New button.

제품을 선택하십시오.

더 나은 서비스 제공을 위해 채팅 목적을 작성해 주십시오.

문제에 대한 권장 솔루션

Stat 6.3 - User Guide

The Tasks Tab

The Task Fields

Auto Tasks

User-defined Tasks