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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

Approving Status Transfers

Before you can transfer a CSR status in a workflow, you may need to get the transfer approved by certain users authorized to approve status transfers in that workflow. Conversely, if you have been designated as a status transfer approver in a particular workflow by your system administrator, other users may need your approval before they can execute a status transfer.

Status transfer approval lists can include individual users, entire user classes, queues, or a combination of the three. Also, approvals can be either required or optional.

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Select File | Status Transfer Approvals.
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In the My Open Approvals tab, select Approved in the Status column for each status transfer that you want to approve. If you do not approve the transfer, select Rejected.
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Click OK or Apply to save your changes.
If you selected Rejected, the approval record stays on the My Open Approvals tab until you change it to Approved, or the transfer approval is overridden, or a transfer to a different status occurs.
c
Click OK or Apply to save your changes.

Emailing a CSR

The Stat Central Agent automatically manages most communications for you. Based on your service domain configuration, the Stat Central Agent can automatically send emails to customers updating them on CSR statuses or to Stat users informing them of CSR assignments.

Still, there may be occasions when you need to manually email CSR information. For such occasions, Stat can compose emails with data you specify. When you send the email, the Stat Client sends the request to the Stat Central Agent, which processes the request as an outbound email job and then transmits the email to the recipient you identify. Since the CSR information is embedded in the email, the recipient does not need access to Stat.

NOTE: To email CSR information, the Stat Central Agent first must be configured to manage outbound email. See the book, Stat System Administration, Chapter 7, “Email Configuration” for more information.
Select File | Mail CSR.
NOTE: If you select the Most Recent Log option and the most recent log entered on the CSR is flagged as confidential, the log is not included in the email message. If you select the Attachments option, any attachments on the original CSR will be forwarded with the email message.
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(Optional) In the Message Header field, type text that will introduce the information to the recipient.
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(Optional) In the Message Footer field, type text that will follow the information.
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Click the Send To tab.
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In the Send To field, select a value. Options include:
Customer – The customer on the CSR
Assigned User – The user assigned to the CSR
Queue Owner – The owner of the queue on the CSR
Specific User – A specific Stat user
Other Address – A manually entered email address
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In the Field field, select how you want the message addressed to the recipient.
Options include To, CC, and Blind CC.
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If you selected Specific User in the Send To field, select the Stat user you want in the Other Address field.
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If you selected Other Address in the Send To field, enter the email address in the Other Address field.
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Click Add.
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Click Send....

CSR Security

Several security features are associated with a CSR. These options are set by your system administrator. Some functions controlled by Security are:

If a field appears grayed out, it means that you lack the security rights to modify that field.

 

Stat Consoles

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