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Stat 6.0 - 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

Viewing Changes to the Description and Resolution Tabs

You can use the History Detail Comparison window to view changes to the contents of the Description and Resolution tabs and easily identify differences. To open this window, select the row representing the change in the Description or Resolution tab and click View. The History Detail Comparison window functions much the same way as the File Comparison Tool. For more information, see Comparing and Merging File and Schema Objects .

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 .

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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