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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

Issues Tab

The Issues tab is where you can document and keep track of problems and concerns specific to a CSR. An issue can be anything that in some way affects a CSR, such as a technical question or a scheduling conflict.

Like CSRs, issues are assigned to users who are responsible for resolving the problem they represent. However, the Issues tab is meant for informational purposes only. Unresolved issues do not prevent you from closing a CSR.

In Stat, you can also document project issues. For more information, see The Project Window .

To add a CSR issue:
1
In the Issues tab, click New. Stat opens the Edit Issue window.
* 
NOTE: If the CSR belongs to a project, you can also open the Edit Issue window for the CSR from the Issues tab of the Project window. See The Project Window for more information.
2
In the Assigned To field, select the user responsible for resolving the issue.
3
In the Status field, select the current status of the issue.
Available options are defined by your system administrator.
4
Enter information in the two custom label fields as determined by your system administrator.
* 
NOTE: The custom label fields and Status options are defined in the Issue Tracking maintenance table. For more information, see the Stat System Administration Guide, Chapter 4, "General Maintenance Tables."
5
In the Description field, enter a detailed description of the issue.
6
Click OK.
7
In the CSR window, click Refresh to see the issue just created.
To close an issue:
1
In the Issues tab, select the issue you want to close. Then click Edit.
Stat opens the Edit Issue window.
2
In the Status field, select the appropriate closed-type status.
When you select a closed-type status, the Closed field automatically displays the current date and time.
3
In the Resolution field, enter a description of how the issue was resolved.
4
Click OK.
5
In the CSR window, click Refresh.

Workflow Tab

The Workflow tab appears whenever you save a CSR that has a workflow assigned to it (as indicated in the Workflow field). From here you can change the status of the CSR, view the workflow diagram defined by your system administrator, and view information concerning workflow rules and the history of status changes. For more information, see CSR Workflows .

* 
NOTE: In addition to service domain and CSR type, the application you select can also determine whether or not a workflow is assigned to a CSR. This is because an application can determine which change management tab is displayed on a CSR, and if a workflow specifies a migration path, then the change management module which that path belongs to must be the same module called for by the application. For example, if a workflow specifies a PeopleSoft-based migration path, but the application you select requires that the CSR display the Generic Tab, then the workflow cannot be applied to the CSR.

Resolution Tab

To change a CSR to a closed-type status, you must enter a resolution in the Resolution tab. 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.

As with the Description tab, system administrators can define Resolution tab templates. Templates help you gather information deemed critical to the success of the CSR. A system administrator can define many different templates, depending on users’ needs. Which template you use is determined by Application and CSR Type. If a template is defined for a particular Application or CSR Type, Stat automatically loads that template into the Resolution tab.

The Resolution tab features the same rich text editing capabilities as the Description tab. For more information, see Advanced Editing .

Advanced Editing

Because the information contained in the Description and Resolution tabs is so critical to the success of a CSR, you can use advanced editing to enhance the quality of that information. Advanced editing includes text formatting, copying and pasting text from other applications, and inserting hyperlinks.

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