Chat now with support
Chat with Support

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

The Support Console

When you login to Stat, the first active window you see is the Support Console, which is your central work area. For Oracle Applications, Stat also features the Oracle Application Patch Management Console. Because this console is module-specific, it is documented separately in Patch Management .

The Support Console contains two default tabs that display the CSRs and tasks assigned to you. However, you can configure the Support Console by adding tabs that display information you regularly access, such as project information and CSRs and tasks assigned to other Stat users.

Each Support Console has at least two tabs:

My CSRs – This tab displays a list of all the open CSRs assigned to you. Closed CSRs are not displayed.
My Tasks – This tab displays a list of all the tasks assigned to you. Please note that you can have tasks assigned to you from CSRs that are not assigned to you.

Stat enables you to create groups of tabs known as list groups. For example, you can define a list group that only contains tabs related to PeopleSoft and another list group which only contains tabs related to SAP. For instructions on creating a list group, see the section Customizing the Support Console .

The Support Console includes the following components:

Tabs – A tab represents a grouping of similar CSRs, tasks, objects, approvals, or projects
List – A list gives detailed information about the CSRs, tasks, or projects of the selected tab
Console Buttons – Depending on what kind of list is displayed, the available buttons vary
List Group – A list group is a group of tabs displayed on the console at the same time. In the title bar of the Support Console window, the name of the currently opened list group is enclosed in parentheses.

A tab displays a list of CSRs, tasks, objects, approvals, or projects. You access items by opening a corresponding tab. The My CSRs and My Tasks tabs are always displayed on the console. They are required tabs and cannot be removed.

Adding and removing tabs allows you to configure Stat for your preferences. There are 13 types of tabs:

My CSRs: This tab is always displayed. It lists all open CSRs assigned to you. My CSRs lets you see your workload at a glance.

My Tasks: This tab is always displayed. It displays all tasks assigned to you, regardless of CSR. To access a task, double-click on it. This opens the associated CSR and brings up the Task/Time Window.

Application: Application tabs show all open CSRs for a given application. An application defines what product or facet of your enterprise is represented in the CSR. Examples of applications are PeopleSoft and Benefit Change.

Assigned User: Assigned User tabs display all open CSRs assigned to a specific user. All the CSRs listed here are owned by one user. This is a good way to see the current workload of an employee or team member.

Department: Department tabs list all open CSRs for a given department. A department can be an internal department or an external client. Internally, it can be a department or division of your business, such as Accounting, Administration, or Development. Externally, a department could be the name of a client company.

Global: Global tabs contain a large list of CSRs based on specific criteria. Possible lists are All Open CSRs or All Open and Closed CSRs.

CSR Priority: Priority tabs show all open CSRs for a selected priority. The priority indicates the urgency of the issue. A priority can be descriptive, such as Urgent, High, or Low, or it can be an actual due date, such as 4 hours or 7 days.

Project: The project tab lists all projects in the system according to status. You can see either All Open or All Open and Closed projects. These tabs list all projects, not just those projects owned by a specific user. A project in Stat is a central location used to track all CSRs related to a specific job, such as an upgrade or a software release.

Queue: A Queue tab displays all open CSRs owned by members of a queue. A queue in Stat is a group of users that work in a related area, such as testing, training, or management.

Service Domain: Service Domain tabs list all open and closed CSRs for a given service domain.

CSR Status: CSR Status tabs display all CSRs based on the status of the CSR. A status indicates the current state of a CSR, such as proposed, completed, or in testing.

CSR Type: CSR Type tabs list open CSRs of a specific type. These types categorize the problem or issue stated in the CSR. Examples of types might be enhancements, bug fixes, or emergency changes.

User Tasks: User Task tabs display all tasks assigned to a specific user, regardless of CSR. All tasks listed here are assigned to a particular user. This tab varies from the Assigned User tab, in that these tabs list tasks, while the other lists CSRs.

User Approvals: User Approvals tabs list the migrations and status transfers for which a specific user is designated as an approver. A user’s approval can be required or optional.

User Objects: User Objects tabs display all the objects assigned to a specific user. This tab varies from the Assigned User and User Tasks tabs, in that these tabs list objects, while the others list CSRs and tasks, respectively.

The Console Buttons

The console buttons let you perform certain actions. If an action is not available, the button is grayed out. For example, if the currently displayed CSR list is empty, the Open CSR button is disabled since there is nothing to open. Buttons include:

Export List - Exports the data in the Support Console to a file
Print CSR – Prints the selected CSR to your default printer
Refresh – Refreshes the current list, reflecting any changes that have been made or new CSRs entered in the system. Pressing <F5> also refreshes the console.
View – Opens the Setup Console View window which allows the user to format and specify the information they want displayed in a tab
Setup – Opens the Personal Configuration window where you can change the display characteristics and other properties of the Support Console

CSR List

As the name indicates, the CSR list is a list of specific CSRs. The selections displayed in a CSR list depend on the criteria of the chosen tab. If you open a PeopleSoft application tab, the list displays open CSRs with PeopleSoft as the application. If you open the Technical queue tab, the list displays all CSRs currently assigned to the Technical queue.

CSR List Columns

A CSR list displays information regarding the CSRs in a series of columns that correspond to the fields and properties of a CSR window. You can customize a CSR list so that is displays only the columns you want. For more information, see the section Customizing Support Console Lists .

Although you can select which columns you want displayed, a typical CSR list will include the following:

CSR # - This is a unique number assigned to a CSR by Stat. It identifies the CSR within the system. Each CSR number is given a prefix that indicates the name of the service domain to which the CSR is associated.
Title - The CSR description as it appears in the Title field of the CSR
Application- The application for which this CSR was opened. An application defines what product or facet of your enterprise is represented in the CSR. Examples of applications are PeopleSoft version 8 and Oracle Applications. The available choices vary in each environment and are determined by the system administrator.
Status - This field displays the current status of a CSR. Examples of statuses are Open, In process, and Closed. The available choices vary in each environment and are determined by the system administrator.
Type - CSR types divide CSRs into categories. The type helps to identify what kind of problem or request the CSR represents. Examples of types are Hardware Change and Emergency Change. The available choices vary in each environment and are determined by the system administrator.
Customer Name - This field lists the name of the person that reported the problem or made the request. Following the name is the department or organization in which the customer works.
Priority - Every CSR is assigned a priority indicating the urgency of the request. Examples of priorities are Emergency, Urgent, and Low. The available choices vary in each environment and are determined by the system administrator.
Customer Priority - The value displayed in this field indicates what priority the customer believes his or her request should have. Although the value may actually be different than what you decide the priority should be (as indicated in the Priority field), this is a way to record the customer's sense of urgency in resolving the issue. Customer priority values are service domain-specific and are defined by your system administrator.
Tracking Number - If the customer has a tracking number for the issue documented in the CSR or if the request initially came from an external help desk system, you can record it in this free form text field.
Due Date - This field displays the date the CSR is due to be completed. An exclamation mark (!) next to the date means that the due date/time has passed.
Day - If the CSR status is open, this is the number of days the CSR has been opened. If the CSR status is closed, this is the number of days that the CSR was open.
Assigned To - This field displays the Stat user assigned to the CSR
Unread - Indicates if the assigned user has not yet read the CSR.
Related Documents

The document was helpful.

Select Rating

I easily found the information I needed.

Select Rating