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Stat 6.1 - User Guide

Introduction to Stat Connecting to Stat Change/Service Requests Stat Consoles Tasks and Time Entries Stat Projects Search Engines Reports and Graphs Personal Rules Object Tools and Wizards Change Management for PeopleSoft
Object Management (PeopleSoft) Object Archives (PeopleSoft) Object Migrations (PeopleSoft)
Change Management for Oracle Applications
Object Management (Oracle Applications) Patch Management Object Archives (Oracle Applications) Object Migrations (Oracle Applications)
Change Management for Generic Applications
Object Management (Generic Applications) Object Archives (Generic Applications) Object Migrations (Generic Applications)
Appendix: Troubleshooting Chart Appendix: Migration Options Appendix: User-Specific Parameters Appendix: Supported PeopleSoft Proprietary Objects Appendix: Stat Reports

Understanding Project Security

Understanding Project Security

Security rights are determined by a system administrator and assigned by user class. When you work with projects, your user class determines the functions you can perform.

With projects, the security options determined by your user class are:

•
Access different service domains – Although projects can cross service domains, you must specify which service domains apply to a project. You can only apply service domains that your user class has access to.
•
Open new projects – If your user class does not include this right, the New Project option is disabled on your menu
•
Edit projects assigned to other users – Security may restrict you from being able to modify a project assigned to a different user
•
Add CSRs – Your user class determines if you are able to add CSRs to a project
•
View all CSRs associated with a project – You can only see the CSRs from the service domains to which you have access
•
Adding and editing project and CSR issues

 

Search Engines

•
The Search CSR Engine
•
The CSR Search Wizard
•
The Search Customer Engine
•
The Search PeopleSoft Customer Engine

The Search CSR Engine

The Search CSR Engine

The Search CSR Engine helps you find a specific CSR in the database by number, customer, open date, department, or tracking number. Like the other search engines, the Search CSR Engine is triggered by search criteria. When you initiate a search, Stat retrieves all the CSRs that match your criteria. From here you can open any retrieved CSR.

To search for CSRs:
1
Select File | Open CSR....
Stat opens the Search CSR Engine.
2
In the Search Domain field, select the service domain the CSR belongs to.
If you aren’t sure or don’t know the service domain, select Any Service Domain.
3
In the View field, select your preferred view for search results.
Options include Title and Customer/Application/Type.
4
If you want to save the entered criteria as your default for future searches, select the Save Opts option.
5
Select a Search By option.
Options include:
•
Number – Select this option if you want Stat to return CSRs that match a specified CSR number
•
Customer – Select this option if you want Stat to return CSRs requested by a specified customer
•
Open Date – Select this option if you Stat to return CSRs that were opened on a specified date
•
Department – Select this option if you want Stat to return CSRs assigned to a specified department
•
Tracking Number – Select this option if you want Stat to return CSRs that match a specified tracking number
6
In the Search Value field, select or enter a proper search value.
The function of this field changes depending on the Search By option you selected in step 5.
•
If you selected Number, the field changes to a CSR number entry field
•
If you selected Customer, the field features a browse button (...) that opens the Search Customer Engine
•
If you selected Open Date, the field features a browse button that opens a calendar dialog box
•
If you selected Department, the field changes to a department drop down list
•
If you selected Tracking Number, the field changes to a Tracking Number entry field
7
Select the Open CSRs Only option if you want the results list to exclude closed CSRs.
8
Click Search or press <Enter>.

You can open any retrieved CSR by double-clicking on it, or by selecting it and pressing the OK button.

The CSR Search Wizard

The CSR Search Wizard

Similar to a search engine, the CSR Search Wizard is a powerful tool that guides you through the process of tracking and investigating the history of recurring issues. Using this wizard, you can locate any CSR, open or closed, that addresses a specified problem. This way you can determine how similar problems were solved in the past or perhaps why a particular problem keeps recurring.

The CSR Search Wizard assists you in finding the resolution to these recurring issues by retrieving all the CSRs, regardless of status, that match a keyword search criteria you specify. Since CSRs are never purged from the system, valuable information is always available.

To use the CSR Search Wizard:
1
Select Tools | CSR Search Wizard.
Stat opens the CSR Search Wizard, which walks you through the steps of conducting your search.
2
Click Next >.
3
In the Service Domain field, select a service domain.
By default, the search wizard searches in your default service domain. You can also search all service domains that you have access to by selecting Any Service Domain. If you select this option, the service domain-specific options Application Is and CSR Type Is are disabled.
4
Do one of the following:
•
If you want to search for CSRs with an open-type status, select Open CSRs. Then, if you want to search for CSRs that were opened during a specific time range, specify the time range you want in the CSR Open Date field.
•
If you want to search for CSRs with a closed-type status, select Closed CSR. Then, if you want to search for CSRs that were closed during a specific time range, specify the time range you want in the CSR Closed Date field.
•
If you want to search for CSRs regardless of closed or open status, select Both. Then, if you want to search for CSRs that were opened or closed during specific time ranges, specify the time ranges you want in the CSR Open Date and CSR Closed Date fields.
5
If searching by application, select Application Is. Then select an application.
6
If searching by CSR type, select CSR Type Is. Then select a CSR type.
7
Select where in the CSR you want to search for matching keywords.
Options include various tabs and fields, as well as the various comments windows. Click Select All or Select None to select or deselect all the options.
8
In the Search For field, enter the keywords you want to search for. Then in the Advanced field, select one on the following:
•
Select Exact Phrase Match if you want to search for text that matches the keywords exactly as entered in the Search For field
•
Select Matches on all words (AND) if you want to search for text that matches each keyword you entered
•
Select Matches on all words (OR) if you want to search for text that matches any one of the keywords you entered
* 
NOTE: You can enter partial words. For example, if you search for the word “print,” the wizard retrieves CSRs that contain the words “print,” “printed,” “printing,” and “printer.”
The CSR Search Wizard searches against all CSRs in the selected domain. If you selected Application Is and specified a value, the wizard searches in the selected domain for only CSRs which contain the selected application. Similarly, if you also selected CSR Type and specified a value, the wizard only returns CSRs from that service domain with a matching application and a matching type.
9
Click Next.

The CSR Search Wizard displays a list of all the CSRs matching the keyword criteria you specified. Scroll to the right to view where on the CSR the words were located, as indicated by checkmarks. You can open a CSR by double-clicking on it.

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