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Stat 6.3 - Web User Guide

Exporting

On the Details section of the CSR, the content of the three tabs could be exported at any time by clicking the Export link on the upper right side of the CSR window.

Filtering CSR information

By default, Stat® Web shows all the general properties of a CSR in the CSR Information tab. However, you can filter the tab so that only the information you want is displayed and in the order you want. The filter settings you specify for the CSR Information tab are applied to the other CSRs you are allowed to open.

To filter the CSR Information tab:
1
Click the Edit link in the top right corner of the CSR Information tab.
2
Select the CSR properties (identified as columns) you want displayed.
•
To hide a property, select the column, and click Hide.
•
To display a hidden property, select it in the Available Columns field, and click Show.
3
To change the order that properties are displayed, select the property, and use the Move Up and Move Down buttons accordingly.
4
Click Save.

Closing CSRs

To close an open CSR:
•
Click the Exit CSR button in the CSR window.
* 
CAUTION: For users running Stat® Web in a web browser, do not use the browser close button (the X button) to exit an open CSR. This closes Stat Web entirely and can result in a lock being placed on the CSR. To release a CSR Lock, click the Close button.

Creating CSRs

You can create a new CSR in either a blank CSR window, or you can use a CSR template if you created one previously in the current service domain. CSR templates are personalized default settings that save time by populating certain fields in a CSR window with pre-defined values. For more information, see Creating CSR templates .

To create a CSR:
1
Do one of the following:
•
If you want to create a new CSR in a blank CSR window, in the Create CSR drop-down menu select the service domain in which you want to create the CSR.
•
If you want to create a new CSR using a previously created CSR template, in the Create CSR drop-down menu select the service domain in which you created the template and check the Use Template check box.
Stat® opens a New CSR window, where you specify values for the CSR. The first tab on the Details section is the Properties tab.
When creating a CSR, you must enter or select a value in all the required fields (indicated by a red asterisk). Other fields display information that is either optional or populated automatically by Stat. You cannot save a CSR until all the required fields have been populated. For a description of each field in the New CSR window, see CSR fields .
2
Select or enter a value in all the required fields and any of the optional fields, as necessary.
There are two other tabs in the Details section for entering Description and Resolution:
•
Before you can save a CSR, you must supply a textual explanation of the CSR in the Description field. Using free form text, you can describe a request in as much detail as you want. For example, suppose you open a CSR in response to a customer’s request that a particular PeopleSoft panel be changed so that it properly allow for saves. You might enter the following information in the Description field: “User states that the panel only saves from 9 to 12 and then it does not save any longer.”
•
To change a CSR to a closed-type status, you must enter information in the Resolution field. The information entered here should be as complete and accurate as possible, as it will become part of your knowledge-based system. For example, a resolution may list the steps taken to solve a problem. Other users with similar problems may refer to this information to resolve recurring issues.
Because the information contained in the Description and Resolution fields are critical to the success of a CSR, you can use the advanced editing toolbar to enhance the quality of that information. Advanced editing tools includes text formatting, copying and pasting text from other applications, spell checking, and inserting images and hyperlinks. For more information, see the section, Using advanced editing tools .
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NOTE: Templates for the CSR Description and Resolution fields created in the Stat Win­dows client based on Application and CSR type are supported in Stat Web. However, if you change either the Application or CSR type in a CSR, a new template is loaded and Stat Web appends that template to the existing text in the Description and Resolution fields. It does not replace the text, as is the case in the Stat Windows client.
3
In the Description field, enter a textual explanation of the CSR. Use the advanced editing toolbar as needed.
4
(Optional) Click Attachment if you want to add an attachment to the CSR before saving it.
After saving the CSR, you may not be able to add an attachment if the CSR is assigned to a different user, or if you do not have the rights to edit CSRs. For more information, see Adding attachments to CSRs .
5
Click Save.
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