Every business rules is triggered by a specific, predefined event.
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In the Description field, enter a brief description of your rule, such as “New PeopleSoft CSRs.” The Subject in an outgoing Business Rule email will include the Business Rule description. |
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In the Event field, select an event. |
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Any – When any of the events mentioned below occurs. This is the default event for business rules. |
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CSR Close – When a CSR changes from an open status to a closed status |
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CSR Open – When a new CSR is entered into the system by either a Stat user or the Stat Central Agent |
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CSR Open-Entry – When a new CSR is entered into the system by a Stat user |
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CSR Open-Mail – When a new CSR is created by the Stat Central Agent in response to an email from a customer or another application. Customers can email their requests to a predefined Stat Central Agent email address. Upon receiving the email, the Stat Central Agent automatically opens a new CSR for that request. |
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CSR Re-Open – When a CSR changes from a closed status to an open status |
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CSR Update – When a change is made to a CSR. |
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Migration Notification - When a migration occurs or is scheduled involving specific migration statuses, migrators, modules or target environments. |
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OraApps Patch Application Complete – When the Stat Central Agent for Oracle Apps is done processing the Patch Application request |
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OraApps Patch Application Scheduled – When a Patch Application is scheduled via a CSR or Patch Mgmt Console |
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OraApps Patch Rollback Complete – When the Stat Central Agent for Oracle Apps is done processing the Patch Rollback request |
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Past Due CSR Escalation – When a CSR is past due for a specified amount of time |
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Past Due Migration Approval Escalation – When a migration has not been approved or rejected after a specified amount of time |
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Past Due OraApps Patch Approval Escalation – When a patch application has not been approved or rejected after a specified amount of time |
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Past Due Post Migration Step – When a post migration step has not been completed after a specified amount of time |
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Past Due Project Escalation – When a project is past due for a specified amount of time |
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Past Due Status Approval Escalation – When a status transfer that has not been approved or rejected after a specified amount of time |
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Past Due Status Transfer Escalation – When a status transfer that has been marked as Ready has not been transferred after a specified amount of time |
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Past Due Task Escalation – When a task is past due for a specified amount of time |
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Unopen CSR Escalation – When a CSR has remained unread by the assigned user for a specified amount of time |
NOTE: The fields Type and Value appear whenever you select a past due escalation-type event. Here you specify the amount of time that the item must be past due to trigger the rule. |
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(Optional) Select Fire only once per CSR. |
NOTE: Selecting Fire only once per CSR adds the History tab to the Rule Editor window. This tab displays a list of CSRs that have triggered the business rule. Deselecting Fire only once per CSR removes the History tab from the window. For more information, see Viewing Rule History . |
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Is – Select if the CSR field must equal the specified value, meaning a match must occur |
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Not – Select if the CSR field cannot equal the specified value. This tells Stat to initiate the rule whenever a trigger event occurs in a CSR with a value different than the one you specify. |
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Change From – Select if upon saving the CSR, the field has changed from one specified value to another |
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Not Change From – Select if upon saving the CSR, the field has not changed from one specified value to another. In this case, the rule takes effect when a trigger event occurs on a CSR with a field value that has not changed exactly as specified. |
The list of value options depends on the CSR field you select. If you select the Is operator, the corresponding value found in the CSR must match your selection for the business rule to take effect. Likewise, if you select Not, the corresponding value cannot equal your selection.
Rule takes effect when trigger events occurs on CSR assigned to the queue Development (Dev) | |||
NOTE: For the operators Change From and Not Change From, Any is a permitted value for the From field, and Any and Any except original value are permitted values for the To field. However, using the Any value in both the From and To fields will not trigger the rule. Instead, use the Any value in the From field and the Any except original value in the To field. |
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In the Field field, select the CSR field you want. |
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In the Operator field, select an operator. |
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In the Value field, select a value for the field. |
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Click Add. |
Select the row and click Remove.
NOTE: To edit a rule, select the rule in the Business Maintenance table and then click Rule Details. Stat opens the Rule Editor window where you can edit the rule as needed. |
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. Also, if you select the Attachments option, any attachments on the original CSR will be forwarded with the email message. |
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In the Send To field, select a value. Send to options are based on a selected rule event and could be different for each rule. |
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In the Field field, select how you want the message addressed to the recipient. |
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If you selected User, Specified 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 Remove. |
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