Stat 7.0 - Web User Guide

Creating CSRs

You can create a new CSR in either a blank CSR window, or you can use a CSR template if you created one previously in the current service domain. CSR templates are personalized default settings that save time by populating certain fields in a CSR window with pre-defined values. For more information, see Creating CSR templates .

To create a CSR:

Do one of the following:

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If you want to create a new CSR in a blank CSR window, in the Create CSR drop-down menu select the service domain in which you want to create the CSR.

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If you want to create a new CSR using a previously created CSR template, in the Create CSR drop-down menu select the service domain in which you created the template and check the Use Template check box.

Stat® opens a New CSR window, where you specify values for the CSR. The first tab on the Details section is the Properties tab.

When creating a CSR, you must enter or select a value in all the required fields (indicated by a red asterisk). Other fields display information that is either optional or populated automatically by Stat. You cannot save a CSR until all the required fields have been populated. For a description of each field in the New CSR window, see CSR fields .

Select or enter a value in all the required fields and any of the optional fields, as necessary.

There are two other tabs in the Details section for entering Description and Resolution:

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Before you can save a CSR, you must supply a textual explanation of the CSR in the Description field. Using free form text, you can describe a request in as much detail as you want. For example, suppose you open a CSR in response to a customer’s request that a particular PeopleSoft panel be changed so that it properly allow for saves. You might enter the following information in the Description field: “User states that the panel only saves from 9 to 12 and then it does not save any longer.”

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To change a CSR to a closed-type status, you must enter information in the Resolution field. The information entered here should be as complete and accurate as possible, as it will become part of your knowledge-based system. For example, a resolution may list the steps taken to solve a problem. Other users with similar problems may refer to this information to resolve recurring issues.

Because the information contained in the Description and Resolution fields are critical to the success of a CSR, you can use the advanced editing toolbar to enhance the quality of that information. Advanced editing tools includes text formatting, copying and pasting text from other applications, spell checking, and inserting images and hyperlinks. For more information, see the section, Using advanced editing tools .


	NOTE: Templates for the CSR Description and Resolution fields created in the Stat Windows client based on Application and CSR type are supported in Stat Web. However, if you change either the Application or CSR type in a CSR, a new template is loaded and Stat Web appends that template to the existing text in the Description and Resolution fields. It does not replace the text, as is the case in the Stat Windows client.

In the Description field, enter a textual explanation of the CSR. Use the advanced editing toolbar as needed.

(Optional) Click Attachment if you want to add an attachment to the CSR before saving it.

After saving the CSR, you may not be able to add an attachment if the CSR is assigned to a different user, or if you do not have the rights to edit CSRs. For more information, see Adding attachments to CSRs .

Click Save.

Using advanced editing tools

Because the information contained in the Description and Resolution fields is so critical to the success of a CSR, you can use advanced editing to enhance the quality of that information. Advanced editing includes text formatting, copying and pasting text from other applications, and inserting hyperlinks and image URLs.

Text Formatting

You can change the appearance of selected text by using the Formatting toolbar and the special function tool buttons located above the text field on the Description or Resolution field.

Using the Formatting tool bar, you can change the font, size, and alignment of selected text. You can also bold, italicize, or underline text.

Copying and Pasting

You can copy and paste text into the Description and Resolution fields from other applications. However, be aware that pasted text that is large in size or specially formatted (such as tables or text with graphics) may not display properly or may pose memory problems. If you want to add a large amount or specially formatted text to a CSR, consider either inserting a hyperlink or adding an attachment.

Adding attachments to CSRs

Stat® Web supports attaching files to CSRs. This allows users to immediately access important data both inside and outside of the Stat Repository.


	NOTE: By default, the maximum size of files you can attach to CSRs is 50MB, but this limit can be changed by system administrators in the System Maintenance table. The default 50MB size of CSR attachments is the recommended maximum. Attachments larger than 50MB can adversely affect performance. If you attempt to attach a file that exceeds the maximum size limit, Stat displays an error message. For more information, see the book, Stat System Administration, Chapter 4, “General Maintenance Tables.”

To add an attachment:

Select Attachments section in the CSR window.

Click Add Attachments to open the dialog window.

Click Browse. Then locate the file you want to attach to the CSR and click Open.

In the Comments field, enter a brief description of the attachment.

Click Add Attachment.

Stat Web uploads the file, attaches it to the CSR, and displays it in the list of attached files. If you want to delete an attachment, select it and click Delete. To download an attachment, select the Download button.