Chat now with support
Chat with Support

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

Template Maintenance

Template Maintenance tables define text templates that are placed in the Description and Resolution tabs of a CSR. Templates are triggered by CSR type and application codes. When a user working on a CSR selects a type or application associated with a template, Stat automatically inserts that template into the text field of the tab that it has been defined for. You can define a separate template for each application and CSR type in a service domain. If a template exists for both the selected CSR type and application, Stat displays the type template above the application template.

Although templates are optional, they are strongly recommended to get the most out of your Stat system.

Template security is controlled by the following user class rights:

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

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

The following table defines the fields (columns) in the both the Application Template Maintenance window and the CSR Type Template Maintenance window.

Active

If selected, activates the value in stat

Template Cd/
CSR Type Code
(Key Value)

The application or CSR type that the template is based on

Desc Type
(Key Value)

Determines whether the template is to be used in either the Description or Resolution tab

Description

A 1-35 character description of the template

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

The Edit Template Window

After you have defined a new template record, click Apply to save your work. Then click Template.... Stat opens the Edit Template window. Here you can specify the information that a user is required or recommended to enter in the Description or Resolution tab of a CSR. The Edit Template window features the same rich text editing capabilities supported in the Description and Resolution tabs, including a Formatting toolbar. For more information on rich text editing, see the book, Stat User Guide, Chapter 3, “Change/Service Requests.”

To create a template, type a short description of each piece of information that the user is required or recommended to enter. For recommended information, follow the description with angle brackets: <>. For required information, use double angle brackets: <<>>. In the example above, the sample template specifies recommended information, including User ID and Description of the Request.

If you want to see a graphic representation of a template, click Print. This prints a template report which displays information concerning font changes, such as size, color, and italics.

After defining the template, click OK or Apply to save your work.

Queue Maintenance

The Queue Maintenance table defines work queues, which are specific groups of Stat users with similar skill sets or responsibilities. A queue determines which users are available to have a CSR assigned to them. After you define a queue, you can then determine its membership by selecting individual users.

Queue security is controlled by the following user class rights:

The Queue Maintenance table is displayed in a standard maintenance window. To open this window, select Maintenance | Domain-Specific | Work Queues | Queue Definition.

Active

Indicates if the record is activated in Stat

Queue Cd
(Key Value)

A 1-10 character code which uniquely identifies the queue

Description
(Required Value)

A 1-35 character description of the queue.

Warn
(Required Value)

A number which determines the warning (yellow) threshold for this queue on the Enterprise Console Workload Monitor.

For more information see the book, Stat User Guide, Chapter 4, “Stat Consoles.”

Critical
(Required Value)

A number which determines the critical (red) threshold for this queue on the Enterprise Console Workload Monitor.

For more information see the book, Stat User Guide, Chapter 4, “Stat Consoles.”

Queue Owner
(Required Value)

Open the drop down list and select the Stat user who will have primary responsibility for managing this queue. This value is used primarily for automated emails and past-due escalation. The queue owner is automatically assigned membership to the queue and cannot be removed.

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

Editing Queue Membership

After you have defined a queue, the next step is to assign Stat users to work in the queue. This is referred to as queue membership or queue assignment.

To access queue membership, select the queue and click Membership.... Stat displays the Queue Membership Maintenance window.

NOTE: You can also access this function directly by selecting Queue Assignment from the Work Queues submenu. In addition, you can add or remove individual users from queues in the User Access Information window. For more information, see Queue Assignment Tab .

The Queue Membership Maintenance window displays two lists of users. The list on the right lists the users currently assigned to this queue, including the queue owner, who is automatically assigned membership and cannot be removed. The list on the left shows all users in the service domain that are not members of this queue. To edit the membership of a different queue, select it in the Queue field. Each queue includes its associated service domain code in braces.

To add members to the queue, simply drag and drop a user from the list on the left to the list on the right.

To remove a member from the queue, drag the user from the list on the right to the list on the left. You cannot remove the queue owner. To change the owner of the queue, close this window and specify a different owner in the Queue Maintenance table. You can then remove the previous owner from the list.

Related Documents