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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

Open By (Auto)

When a user opens a new CSR, Stat automatically populates this field with the user’s name. If this CSR was opened via email the default name is “Account, System.” If you have proper security, you can change the value displayed in this field.

CSR Type (Required)

CSR types divide CSRs into categories. They help identify what kind of problem or request the CSR represents. They are defined by your system administrator. Examples of CSR types might be Fix, Enhancement, and Standard Change.

CSR Status (Required)

This field displays the current status of the CSR. CSR statuses are associated with CSR types. They represent the states or conditions that a CSR of a particular type can go through during its development lifecycle. Your system administrator can define several CSR statuses. However, all CSR statuses are variations of three major types:

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Open – This indicates that the CSR has not been completed and is still being addressed. You will probably have several variations of open, such as Pending Approval, In Progress, and in Testing.
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Closed – This indicates that a CSR has been completed. CSRs of a closed status no longer appear on the Support Console list of CSRs. There could be various closed statuses, such as Completed and Cancelled. The Support Console is discussed in detail in Chapter 4, “Stat Consoles.”
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Closed for Statistics – If a CSR is still open but should not be counted in departmental statistics as such, you can give it a Closed for Statistics status. This special status lets you filter information on reports. For example, if you are waiting on a fix from a vendor, you no longer have control of the issue. You may decide to place the CSR in a holding state.
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NOTE: Depending on the service domain and selected CSR type, your ability to change CSR statuses may be restricted by workflow rules. See CSR Workflows for more information.

Opened (Auto)

When a new CSR is opened, Stat automatically populates this field with the current date and time.

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