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 .
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 .
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.
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.
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.