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Stat 6.1 - 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

Customer Field

The customer is the person who makes a request or reports an issue. Stat-generated emails regarding this CSR are addressed to this person. The customer is the main contact for the CSR.

You can enter a customer’s name manually or Quest® Stat® can find it for you (if it exists in the system). If you don’t know the customer’s name or aren’t sure, you can use the following Quick Pick shortcut methods to locate the customer in the Stat database:

Stat searches the customer table for a match. If a match is found, the customer’s name appears in the field. The customer’s department, telephone number, and extension appears in the space to the right of the Alt# field. If the customer’s email address is in the database, a small envelope icon is displayed next to the Tracking # field. This is your visual cue that the customer can receive automatic email about this CSR. Email configuration is discussed in greater detail in the book, Stat System Administration, Chapter 7, “Email Configuration.”

If a single match is not found, Stat brings up the Search Customer Engine window where you can further refine your search against the Stat Customer table, or you can search through each PeopleSoft database. For more information, see The Search Customer Engine .

If you cannot find a customer name using the Search Customer Engine and you want to add it, use the Customer Maintenance window. To open this window, click New Customer... in the Search Customer Engine window, or right-click on the Customer field in the CSR window and in the pop-up menu select New Customer.

When entering a new customer, select the country where the customer resides in the Country field. Depending on the country you selected, the labels of certain fields may change in keeping with the postal conventions of that country. Stat comes installed with predefined field labels for USA, Canada, Australia, and the United Kingdom. Your system administrator defines any other countries you may need to include. The required fields in this window are Last Name, First Name, and Department. In order to maintain high quality data, it is best to enter as much information as possible.

NOTE: You can use the Search PeopleSoft Country/Department Engine to retrieve country information from PeopleSoft® environments. For more information, see The Search PeopleSoft Customer Engine .

Alt # (Optional)

This field allows you to enter an alternate telephone number for the customer, if necessary. This information is stored with the current CSR only.

Cust Prio

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 # (Optional)

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.

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