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 Search CSR Engine

The Search CSR Engine helps you find a specific CSR in the database by number, customer, open date, department, or tracking number. Like the other search engines, the Search CSR Engine is triggered by search criteria. When you initiate a search, Stat retrieves all the CSRs that match your criteria. From here you can open any retrieved CSR.

1
Select File | Open CSR....
2
In the Search Domain field, select the service domain the CSR belongs to.
3
In the View field, select your preferred view for search results.
Options include Title and Customer/Application/Type.
5
Select a Search By option.
Number – Select this option if you want Stat to return CSRs that match a specified CSR number
Customer – Select this option if you want Stat to return CSRs requested by a specified customer
Open Date – Select this option if you Stat to return CSRs that were opened on a specified date
Department – Select this option if you want Stat to return CSRs assigned to a specified department
Tracking Number – Select this option if you want Stat to return CSRs that match a specified tracking number
6
In the Search Value field, select or enter a proper search value.
The function of this field changes depending on the Search By option you selected in step 5.
If you selected Number, the field changes to a CSR number entry field
If you selected Customer, the field features a browse button (...) that opens the Search Customer Engine
If you selected Open Date, the field features a browse button that opens a calendar dialog box
If you selected Department, the field changes to a department drop down list
If you selected Tracking Number, the field changes to a Tracking Number entry field
7
Select the Open CSRs Only option if you want the results list to exclude closed CSRs.
8
Click Search or press <Enter>.

You can open any retrieved CSR by double-clicking on it, or by selecting it and pressing the OK button.

The CSR Search Wizard

Similar to a search engine, the CSR Search Wizard is a powerful tool that guides you through the process of tracking and investigating the history of recurring issues. Using this wizard, you can locate any CSR, open or closed, that addresses a specified problem. This way you can determine how similar problems were solved in the past or perhaps why a particular problem keeps recurring.

The CSR Search Wizard assists you in finding the resolution to these recurring issues by retrieving all the CSRs, regardless of status, that match a keyword search criteria you specify. Since CSRs are never purged from the system, valuable information is always available.

1
Select Tools | CSR Search Wizard.
2
Click Next >.
3
In the Service Domain field, select a service domain.
If you want to search for CSRs with an open-type status, select Open CSRs. Then, if you want to search for CSRs that were opened during a specific time range, specify the time range you want in the CSR Open Date field.
If you want to search for CSRs with a closed-type status, select Closed CSR. Then, if you want to search for CSRs that were closed during a specific time range, specify the time range you want in the CSR Closed Date field.
If you want to search for CSRs regardless of closed or open status, select Both. Then, if you want to search for CSRs that were opened or closed during specific time ranges, specify the time ranges you want in the CSR Open Date and CSR Closed Date fields.
5
If searching by application, select Application Is. Then select an application.
6
If searching by CSR type, select CSR Type Is. Then select a CSR type.
Options include various tabs and fields, as well as the various comments windows. Click Select All or Select None to select or deselect all the options.
8
In the Search For field, enter the keywords you want to search for. Then in the Advanced field, select one on the following:
Select Exact Phrase Match if you want to search for text that matches the keywords exactly as entered in the Search For field
Select Matches on all words (AND) if you want to search for text that matches each keyword you entered
Select Matches on all words (OR) if you want to search for text that matches any one of the keywords you entered
The CSR Search Wizard searches against all CSRs in the selected domain. If you selected Application Is and specified a value, the wizard searches in the selected domain for only CSRs which contain the selected application. Similarly, if you also selected CSR Type and specified a value, the wizard only returns CSRs from that service domain with a matching application and a matching type.
9
Click Next.

The CSR Search Wizard displays a list of all the CSRs matching the keyword criteria you specified. Scroll to the right to view where on the CSR the words were located, as indicated by checkmarks. You can open a CSR by double-clicking on it.

The Search Customer Engine

The Search Customer Engine assists you in locating customers in your Stat database when you are not sure of the customer’s name. Triggered by search criteria, the Search Customer Engine can search for customers by a number of values, including last name, first name, department, and social security number. From here, you can also locate customers in your PeopleSoft databases by opening the Search PeopleSoft Customer Engine, which is discussed in the next section.

The Search Customer Engine is activated via the Customer field on a CSR. You can open it in a number of ways:

Enter a partial name in the Customer field and press the <Tab> or <Enter> keys
Click the Browse button (...) next to the Customer field
In the Customer field and press the <F4> key
1
Select a Search By option. Options include:
Last Name – You can search for customers by a complete or partial last name. For example, if you search for the letter “S,” the search engine returns a list of all customers whose last name begins with S.
First – You can search for customers by a complete or partial first name. For example, a search for “T,” returns customers whose first name begins with T.
Full Name – You can search on partial or complete full names. Any combination of partial or full last and first names returns a list of records, as long as a comma appears between the two names. You can enter a partial last name followed by a comma and a partial first name. For example, all of the following would return the name Osborn, Harris: “o,h,” “osborn, h,” “os, ha.”
Department – You can use the drop down list to locate a department. You can also enter the first letter of a department. The cursor highlights that section of the list. To find additional entries that begin with that letter, use the arrow button on the drop down list or scroll down using the <‚> key.
Phone – You can search with a partial or whole phone number. Enter numeric values only with no spaces. All records containing phone numbers that begin with the entered value are returned.
Ext – You can search with a partial or whole phone extension. Enter numeric values only with no spaces. All records containing extensions that begin with the entered value are returned.
2
In the Search field, enter a proper value.
3
(Optional) Deselect Active Only if you want Stat to search for inactive customers as well. Then press the <Enter> key.

If you cannot find a customer in the Stat database, you can search a PeopleSoft database and transfer the customer’s information into Stat by using the Search PeopleSoft Customer Engine. This feature is explained further in the next section.

If you still cannot find the customer, you can click New Customer..., which opens the Customer Maintenance table. For more information, see Customer Field .

The Search PeopleSoft Customer Engine

If you open a new CSR and cannot find the customer in the Stat database, you can search a PeopleSoft database using the Search PeopleSoft Customer Engine. This feature allows you to retrieve customers from a PeopleSoft database and add them to the Stat database automatically.

It also automatically checks if the customer’s department or country are defined in Stat. If the department or country are not defined, it adds the new information to the database before adding the customer. If the department is already defined, it updates the information (it does not update country information). The transfer of information between the PeopleSoft and Stat databases occurs instantly.

You open the Search PeopleSoft Customer Engine by clicking the PS Employee... button in the Search Customer Engine window.

1
Select a Search By option. Options include:
Employee ID – You can search by a partial or complete number. Any record containing ID numbers beginning with the entered value is returned.
Name – You can search on a last name only. You can search on a partial or whole name. Entering a partial name returns a list of all last names that begin with that string.
Department – You can search on a partial or whole department name. The field is case sensitive, so you must enter capitals if applicable. Entering a partial value returns a list of all departments beginning with that string.
Social Security – You can search with a partial or whole Social Security number. You can enter the value with spaces or dashes between numbers or with no spacing at all.
Social Insurance – You can search by a partial or whole Social Insurance number. Do not use spaces or dashes between numbers.
2
In the PeopleSoft Database field, select the database to search.
3
In the Search field, enter a proper value. Then press the <Enter> key.

 

Related Documents

The document was helpful.

Select Rating

I easily found the information I needed.

Select Rating