Stat 6.1 - User Guide

In the Service Domain field, select the service domain that you want to define/view personal rules for. Stat displays a list of rules belonging to you.

Adding a New Rule

A personal rule is a set of instructions that directs the Stat Central Agent to send you an email notification whenever an event occurs on a CSR that meets a predefined set of criteria.

Perhaps you want to be notified immediately whenever you are assigned a CSR with a status of Urgent. You could check Stat throughout the day to accomplish this, but a personal rule is a more efficient method.

To add a personal rule:

In the Personal Rules tab of the Personal Configuration window, click New....

This opens the Rule Editor window.

Your user ID is automatically displayed in the Owner ID field. The Rule ID field displays (New) until you save the rule. When you save, Stat assigns it a unique number.

In the Description field, enter a brief description of your rule, such as “New Urgent CSRs.”

In the Event field, select an event.

The event is the trigger of your rule. Available events are:

•

Any – When any of the events mentioned below occurs. This is the default event for personal rules.

•

CSR Close – When a CSR changes from an open status to a closed status

•

CSR Open – When a new CSR is entered into the system by either a Stat user or the Stat Central Agent

•

CSR Open-Entry – When a new CSR is entered into the system by a Stat user

•

CSR Open-Mail – When a new CSR is entered into the system by the Stat Central Agent in response to an email from a customer or another application. Customers can email their requests to a predefined Stat Central Agent email address. Upon receiving the email, the Stat Central Agent automatically opens a new CSR for that request.

•

CSR Re-Open – When a CSR changes from a closed status to an open status

•

CSR Update – When a change is made to a CSR.

•

Migration Notification - When a migration occurs or is scheduled involving specific migration statuses, migrators, modules or target environments.

•

OraApps Patch Application Complete – When the Stat Oracle Agent is done processing the Patch Application request

•

OraApps Patch Application Scheduled – When a Patch Application is scheduled via a CSR or Patch Mgmt Console

•

OraApps Patch Rollback Complete – When the Stat Oracle Agent is done processing the Patch Rollback request

•

Past Due CSR Escalation – When a CSR is past due for a specified amount of time

•

Past Due Migration Approval Escalation – When a migration has not been approved after a specified amount of time

•

Past Due Project Escalation – When a project is past due for a specified amount of time

•

Past Due Status Approval Escalation – When a status transfer that has not been approved after a specified amount of time

•

Past Due Status Transfer Escalation – When a status transfer that has been marked as Ready has not been transferred after a specified amount of time

•

Past Due Task Escalation – When a task is past due for a specified amount of time

•

Unopen CSR Escalation – When a CSR has remained unopened by the assigned user for a specified amount of time


	NOTE: The fields Type and Value appear whenever you select a past due escalation-type event. Here you specify the amount of time that the item must be past due to trigger the rule.

If you selected a past due escalation-type event, in the Type field, select the type of time interval you want to use.

Options include Business Days, Days, and Hours. Then in the Value field, enter a numerical value for the time interval. For example, if you select Hour and enter a value of 6, the personal rule is triggered when the item is six hours past due.

(Optional) Select the Fire only once per CSR option.

This configures the Stat Central Agent to fire the rule the first time the rule criteria are met for a CSR and no time thereafter. In the case of past due escalation events, this option applies to the specified approval, task, project, and so on. For example, consider a business rule based on an Update trigger event and a CSR status of In Process. If you do not select Fire only once per CSR, you will receive an email each time a user saves a CSR with a status of In Process. By selecting Fire only once per CSR, you will receive an email only the first time a CSR is saved with an In Process status. Later changes made to the CSR will not trigger the rule.


	NOTE: Selecting the Fire only once per CSR check box adds the History tab to the Rule Editor window. This tab displays a list of CSRs that have triggered the personal rule. Deselecting the Fire only once per CSR check box removes the History tab from the window. For more information, see Viewing Rule History .