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Stat 6.0 - System Administration Guide

Overview of Stat Administration Administrative Utilities Stat Security General Maintenance Tables
System Maintenance Service Domain Maintenance Department 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

CSR Priority Maintenance

The CSR Priority Maintenance table defines the levels of urgency behind a CSR. Priority codes define what values are displayed on the CSR Priority drop down list on CSRs. They also define how Stat calculates the due date for the CSR.

CSR priority security is controlled by the following user class rights:

The CSR Priorities Maintenance table is displayed in a standard maintenance window. To open this window, select Maintenance | Domain-Specific | CSR Priorities.

You define CSR priorities by specifying the following values in the CSR Priority Maintenance window.

Active

If selected, activates the definition in Stat

Prio Cd
(Key Value)

A 4-character code which uniquely identifies the Priority

Description
(Required Value)

A 1-35 character description of the priority

Prio Order

A number that determines the sort order for the priority codes on the drop down list on the CSR. Priorities with a lower number are displayed at the top of the list.

TAT (Turn-Around-Time) Value
(Required Value)

A number that, used in conjunction with the TAT Type, determines the calculated due date for the CSR. For example, if the TAT Value is 30 and the TAT Type is Days, Stat will set the CSR due date for 30 Days after the open date.

TAT Type
(Required Value)

The Turn-Around-Time type which is used in conjunction with the TAT Value. Valid options are:

Bold

If selected, the Priority will display in a bold font on console lists

Italic

If selected, the Priority will display in an italic font on console lists

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

NOTE: You can change the display color of a selected type code by clicking Color... and specifying a different color in the Color Selection dialog box. For more information, see Using the Color Selection Dialog Box .

CSR Type and Status Maintenance

CSR types divide CSRs into categories. They help identify what kind of problem or request the CSR represents. CSR statuses, on the other hand, represent the states a CSR goes through in its life cycle. After you define a CSR type in the CSR Type Maintenance table, you can associate it with a set of CSR statuses that you define in the CSR Status Maintenance table. This way, when a user creates a CSR of a particular type, the drop down list in the Status field displays only the statuses defined for that type.

CSR type security is controlled by the following user class rights:

The CSR Type Maintenance table is displayed in a standard maintenance window. To open this window, select Maintenance | Domain-Specific | CSR Types and Statuses.

Active

If selected, activates the value in stat

CSR Type Cd
(Key Value)

A 3-character code which uniquely identifies the type

Description

(Required Value)

A 1-35 character description of the type

Bold

If this option is set to yes, the type appears bold on console lists.

This option does not apply to the Stat Web Client

Italic

If this option is set to yes, the type appears italicized on console lists

This option does not apply to the Stat Web Client

Use Default

Indicates if this types use CSR statuses associated with the Default type

CSR Patch Tab

Determines if the Patches tab is displayed on CSRs of this type

Env Refresh Tab

Determines if the Environment refresh tab is displayed on CSRs of this type

Project Required

Determines if the project field on CRSs is required

Last Update
(Read Only)

The date and time this record was last updated

Update By
(Read Only)

The user who last updated this record

After you define a CSR type in the CSR Type Maintenance table, select it and click CSR Status. This opens the CSR Status Maintenance table. From here you can define all the CSR statuses for the selected type.

If you plan on associating certain CSR statuses with multiple CSR types, you can save time by associating them with the predefined CSR type named Default. Statuses that you associate with the Default type can then be used as default statuses for other CSR types. For example, if you want to associate both a Cancelled status and a Released status with all your CSR types, rather than defining these statuses for each CSR type separately, you can define them just once for the Default type. You can then use Cancelled and Released as default statuses for other CSR types by selecting Use Default for each type you want in the CSR Type Maintenance table.

The CSR Status Maintenance table is displayed in a standard maintenance window.

When you open the CSR Status Maintenance window for a particular CSR type, any default statuses assigned to that type are displayed in read-only format. To edit default statuses, you must open the CSR Status Maintenance window for the Default type. Any changes you make to the statuses there are reflected in all the CSR types that use default statuses.

To create a CSR type-specific status, click New. This activates a new row in the maintenance table. In the CSR Status Cd field, type the name of the status and then complete the remaining fields. When finished click OK or Apply.

Active

If selected, activates the value in stat

CSR Status Cd
(Key Value)

A 5-character code which uniquely identifies the status

Description
(Required Value)

A 1-35 character description of the status

Pct Complete

The percentage to which CSRs in the selected status are complete.

Closed

If selected, Stat will treat this code as a closed status. CSRs with this status will no longer appear on CSR lists (except all open and closed) and will be given a closed date.

C For Stats (Closed for
Statistics)

This field is used strictly for reporting and allows CSRs to be filtered based on this field. It is commonly used when running reports where you want to filter out CSRs that are not the responsibility of the assigned user (for example, waiting on the customer for info).

Bold

If selected, the status will display in a bold font on console lists

Italic

If this option is set to yes, the Status will display in an italic font on console lists

Default

Indicates if the status is derived from the Default CSR type. Default statuses cannot be modified.

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

Customer Priority Maintenance

The Customer Priority table defines the level of urgency customers believe should be assigned to their CSRs. Although a customer priority may be different than the priority actually assigned to a CSR in the Priority field, this is a way to record how important customers regard the issues addressed in their CSRs.

To open the Customer Priority Maintenance table, select Maintenance | Domain-Specific | Customer Priorities.

NOTE: For any service domain in which you want to use customer priorities, be sure to select Use Cust Prio in the service domain maintenance table. Otherwise, the Customer Priority field will be grayed out on CSRs opened in that service domain. For more information, see Service Domain Maintenance .

Active

If selected, activates the priority definition in Stat

Prio Cd
(Key Value)

1-4 character code that uniquely identifies the priority

Description
(Required Value)

1-35 character description of the priority

Prio Order

The position of the priority in the Customer Priority field

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

Generic Application Migration Path Maintenance

The Generic Application Migration Path Maintenance table defines migration paths used in Stat’s generic application change management module. Migration paths define the progression of objects from one environment to another. When a user associates objects with a CSR, they must first select a migration path.

For more detailed information on migration paths, see the book, Change Management for Generic Applications, Chapter 1, “Object Management.”

When defining migration paths, keep in mind the following considerations:

Generic application migration path security is controlled by the following user class rights:

The Generic Application Migration Path Maintenance table is displayed in a standard maintenance window. To open this window, select Maintenance | Domain-Specific | Generic Application Migration Paths.

The following table defines the fields (columns) in the Generic Application Migration Path Maintenance window.

Active

If selected, activates the value in stat

Migration Cd
(Key Value)

A 1-10 character code that uniquely identifies this migration path

Description
(Required Value)

A 1-35 character description of the path

Base Object Source
(Required Value)

The Base environment from where the base archive set is created

Development
Environment
(Required Value)

The environment where development takes place

Last Update
(Read Only)

The date and time that this record was last updated

Update By
(Read Only)

The user who last updated this record

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