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Stat 6.3 - System Administration Guide

Overview of Stat Administration Administrative Utilities Stat Security General Maintenance Tables
System Maintenance Service Domain Maintenance Department Maintenance Issue Tracking Maintenance Country Maintenance Customer Maintenance Object Type Maintenance PeopleSoft Environment Connection Maintenance Pre/Post Migration Steps Parameters Oracle Applications Configuration Oracle Applications Connection Maintenance Generic Application Connection Maintenance Schema Object Parameters Maintenance Data Object Maintenance PeopleSoft Search Configurations Stat Report Definition Maintenance Version Control Management Connection Maintenance
Service Domain-Specific Maintenance Configuring the Stat Central Agent Email Configuration Object Security Appendix: Sample Service Domain Configuration Appendix: User Class Rights Appendix: Creating a Staging Database Appendix: Database Tuning Appendix: Oracle Applications File Type Directory Appendix: Ports and Firewalls Appendix: REST Web Services API Appendix: SOAP-Based Web Services API Appendix: Troubleshooting Chart Appendix: stat.conf Configuration Appendix: Custom Report Files

Default Values Tab

Whenever the Agent is triggered by an inbound email message to create a new CSR, it uses search strings to populate the fields of the CSR based on information contained in the message. If a matching search string is not found, the Agent uses default values instead. The first step in configuring the Agent to process inbound email is to specify the default values. You do this in the Default Values tab of the Electronic Mail Interface - Setup window.

Select Accept Inbound CSRs if you want Stat to create CSRs from email.
This opens the Search Customer Engine, which you can use to search the Stat Repository for the name of the customer. The name you select serves as the default in the Customer field of a CSR if Stat is unable to find a matching customer in the Customer Maintenance table when creating a CSR based on inbound email. You can use an existing customer record or create an Inbound Mail ID specifically for this purpose. The Department field is automatically populated based on the customer you select. For more information on using the Search Customer Engine, see the Stat User Guide, Chapter 7, “Search Engines.”
In the Application field, select an application.
(Optional) In the Env field, select an environment.
In the Cust Priority field, select a customer priority.
In the Priority field, select a priority.
In the CSR Type field, select a type.
NOTE: If the CSR Type you select is associated with one or more workflows, the default workflow is automatically displayed in the Workflow field. In addition, the Status field automatically defaults to the start status of whatever workflow is displayed in the Workflow field.
In the Status field, select a status.
NOTE: The Status field automatically displays the start status of whatever workflow is displayed in the Workflow field (if any). However, you can select a different status if you want.
In the Queue field, select a queue that includes the User ID you plan on assigning to the CSR.
In the User ID field, select an ID.
In the Title field, enter the text you want to appear in the Title field on the CSR.
If you would like Stat to forward returned (undeliverable) mail, select Forward Undeliverable Mail to and specify a mailbox.

Special Processing Tab

The Stat Central Agent is designed to create new CSRs automatically from inbound email. However, there are circumstances when creating a new CSR from an email message is not warranted, such as email that is returned undeliverable. You can configure the Agent to handle these situations by specifying special processing parameters. These parameters tell the Agent if an email is a request for information, returned mail, or something to ignore.

Special Processing, like the configuration parameters defined in the remaining tabs, is driven by keyword searches. Through keyword searches, you instruct the Stat Central Agent to search the inbound email message for certain keywords or phrases and, if found, to take a specified action. In addition to keywords, you must also tell the Agent where in the email message to search. The location options are:

Subject – The message subject field
Msg Body – The message body or text
From Name – The name (not the email address) of the sender
Msg+Subj – Both the subject and message body

There are three different ways the Agent can process an inbound email message if it finds a keyword match. These include Skip processing, Undeliverable processing, and Info Request processing. If the Agent does not find a keyword match, it processes the email message by creating a new CSR based on the information contained in the message.

Skip Processing

You can configure the Agent to skip an email if it finds a keyword match. Skipped emails are deleted from the inbox. This helps reduce the number of invalid CSRs that are created.

Some examples of keyword variables that prompt the Agent to skip an email are:

Undeliverable Processing

You can instruct the Agent to recognize email that is returned undeliverable. If the Agent receives an undeliverable message, it forwards the email to the mailbox defined in the Default Values tab and then deletes the message from the inbox

Most email systems place the word “Undeliverable” in the subject of returned mail. This is often the best way to identify these messages.

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