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Stat 6.1 - 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: Stat Web Services Appendix: Troubleshooting Chart Appendix: stat.conf Configuration Appendix: Custom Report Files

Issue Statuses

Like CSR statuses, issue statuses are either open type or closed type. Issue statuses represent the states in an issue’s life cycle.

To define an issue status:
1
In the Issue Tracking Maintenance window, click Status. Stat opens the Issue Tracking Status window.
2
Click New.
3
In the Status Cd field, enter a code (from 1 to 5 characters) that uniquely identifies the issue status.
4
In the Description field, enter a short description on the issue status, such as “on Hold.”
5
If the issue status is a closed-type status, select Closed.
6
Click OK to save your work.

Country Maintenance

Country Maintenance

The Country table defines all the countries in the Stat Repository. For each country that you define in the Country table, you can specify a unique set of address field labels in keeping with that country’s postal conventions. This way, when a user needs to enter customer or department information (for example, when defining a new customer in the Customer Maintenance table), Stat can change the field labels based on the country the user selected.

Countries are primarily used for reporting purposes. However, before you can define individual customers, you must define the countries in which they or the companies they represent reside. Stat comes installed with default settings for USA, UK, Australia, and Canada.

Country security is controlled by the following user class rights:

•
Countries - Add
•
Countries - Edit

The Country table is displayed in a standard maintenance window. To open this window, select Maintenance | General | Countries.

If you want to add or update information in the Country Maintenance table, click Search and use the Search PeopleSoft Country/Department Engine to retrieve country information from PeopleSoft environments. You can also update the Department Maintenance table by retrieving department information from PeopleSoft. For more information, see the section, Updating PeopleSoft Country and Department Definitions .

This updates or transfers information to the Stat database and returns you to the previous window.

You can enter any set of values you want when defining a country’s postal conventions. The column headings in the Country Maintenance table are suggestive only.

Value
Description

Active

If selected, indicates that country is currently active

Country Cd
(Key Value)

A 1-3 character code which uniquely identifies the department

Description
(Required Value)

The name of the country

Short Description
(Required Value)

A 1-15 character country description

Address Line 1 Label
(Required Value)

Address field label

Address Line 2 Label
(Required Value)

Address field label

Address Line 3 Label
(Required Value)

Address field label

Address Line 4 Label
(Required Value)

Address field label

City Label
(Required Value)

Address field label

State Label
(Required Value)

Address field label

Country Label
(Required Value)

Address field label

Postal Label
(Required Value)

Address field label

Custom1 Label
(Required Value)

Custom field label

Custom2 Label
(Required Value)

Custom field label

Comment Label
(Required Value)

Comment field label

Phone Mask
(Required Value)

The country’s telephone number scheme. Use the number character (#) and other special characters when defining the scheme. For example, the number scheme for USA is (###)###-####.

Phone Ext Label
(Required Value)

Telephone extension label

SIN Label
(Required Value)

The personal identification number used by the country. For example, the SIN label for USA is SSN.

Last Update
(Read Only)

The date and time that this record was last updated

Update By
(Read Only)

The user that last updated this record

Updating PeopleSoft Country and Department Definitions

If you want to add or update department or country information in Stat, you can use the Search PeopleSoft Country/Department Engine. This feature allows you to retrieve department and/or country codes from a PeopleSoft environment based on search criteria that you specify. This information can then be added to the Stat database automatically.

Stat's Department and Country Search functionality returns data as specified by views defined in selected PeopleSoft environments. These views are listed in the PeopleSoft Search Configurations table. For more information, see PeopleSoft Search Configurations .

Click Search to open the Search PeopleSoft Country/Department Engine.

To use the Search PeopleSoft Country/Department Engine:
1
In the Database field, select the PeopleSoft database to search.
2
Depending on the Search By option you selected, enter a proper value in either the Department or the Country field. Then press the <F6> key.
Stat searches the selected database and displays matching departments or countries in the lower half of the window.
3
If you want to add or update a department or country to the Stat database, double-click on the department or country, or select it and click Add/Update.

Customer Maintenance

The customer table defines all of the customers in the Stat Repository. Customers report the problems or initiate the requests that result in the opening of CSRs. They can be members of client companies or internal employees.

Customer security is controlled by the following user class rights:

•
Customers - Add
•
Customers - Edit
•
Customers - Edit/View EID. This right allows users to view and edit employees IDs if they have the rights to edit or add customers.
* 
TIP: You can also define customers in the Stat Web Client.

The Customer table is displayed in a standard maintenance window. To open this window, select Maintenance | General | Customers.

If you want to add or update customer information, click PS Employee and use the Search PeopleSoft Customer Engine to retrieve customer information from PeopleSoft environments. This feature is described in detail in the book, Stat User Guide, Chapter 7, “Search Engines.”

* 
NOTE: You can store a maximum of 32767 customer definitions in the Stat Repository.
Value
Description

Active

If selected, indicates that the customer is currently active

Cust Id
(Key Value)

A unique number that identifies this customer record. This number is generated by Stat at the time a new record is saved. You can control the range of customer numbers on the System Maintenance table.

Last Name
(Required Value)

The customer's last name

First Name
(Required Value)

The customer's first name

Department
(Required Value)

The department that the customer is associated with. This is a lookup on the Department table.

Employee ID

This number, used primarily with the Stat Employee Service Center module, uniquely identifies the customer in the Human Resources System. This is the EmplId in PeopleSoft. Customers can be looked up by this field.

Social
Security

The customer's social security number

Telephone

The customer's telephone number

Ext.

The customer's telephone extension

Address Line 1

The first line of the address

Address Lines 2,3,4

The second, third, and fourth lines of the address

City

The city of the address

State

The state of the address

Zip

The zip code of the address

Country
(Required Value)

The country of the address

Email Address
(Primary)

The customer's primary email address. Stat uses this address for outbound mail to a customer.

Email Address (Additional)

This secondary email address is used by Stat to identify inbound mail. A match is first attempted on the primary address. If none is found, Stat attempts to find a match on the secondary address. This field is helpful if the customer wants to send emails from two different addresses. Stat never sends outbound mail to this address.

Comments

Any comments regarding the customer

Custom 1 and 2

Customized fields

Last Update
(Read Only)

The date and time this record was last updated

Update By
(Read Only)

The user who last updated this record

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