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Stat 6.2 - 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.

To define the inbound mail configuration:
1
In the Electronic Mail Interface Setup window, select the Default Values tab.
When first opened, the Default Values tab displays system-defined values.
2
Select Accept Inbound CSRs if you want Stat to create CSRs from email.
Selecting this check box enables the fields on the Default Values tab.
* 
NOTE: Stat does not generate new CSRs from approval emails. See Approval Notification for more information.
3
Click the Browse button (...) next to the Customer field.
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.”
4
In the Application field, select an application.
You can select any application defined for the service domain. However, it may be useful to create a generic application such as “Other” specifically to handle inbound email.
5
(Optional) In the Env field, select an environment.
This field is activated only if the application you selected is associated with any application environments.
6
In the Cust Priority field, select a customer priority.
7
In the Priority field, select a priority.
8
In the CSR Type field, select a type.
You can select any type defined for the service domain. However, it may be useful to create a generic type such as “Other” specifically to handle inbound email.
* 
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.
9
(Optional), if the CSR Type you selected is associated with more than one workflow, select a non-default workflow in the Workflow field.
10
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.
11
In the Queue field, select a queue that includes the User ID you plan on assigning to the CSR.
12
In the User ID field, select an ID.
You can select any User ID belonging to the queue you selected. The ID you select is assigned to the CSR. It may be useful to assign the CSR to a manager who can properly assign ownership.
13
In the Title field, enter the text you want to appear in the Title field on the CSR.
The description should be generic, such as “New CSR opened from email.” This value is used in the event that there is no subject defined in the email message.
* 
NOTE: In the Description tab of a new CSR, the Stat Central Agent inserts a notification that the CSR was created automatically from an inbound email and identifies the email sender, number of attachments, and the subject. The Stat Central Agent also copies the body of the inbound email message to the Description tab. Supported formats include both HTML (without JavaScript) and plain text.
14
Do one of the following to configure how Stat manages attachments in the inbound email:
•
If you want Stat to store email attachments to the CSR, select Save attachments in CSR.
* 
NOTE: Embedded emails are stored in .eml format in CSR attachments.
•
If you want Stat to forward any attachments received to an additional mailbox, select Forward attachments to: and then specify that mailbox.
15
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
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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
* 
NOTE: This tab must be defined for each service domain that uses inbound email. It is recommended that you have match strings such as “Out of office,” “Virus detected,” “Mailbox full,” to avoid email storms. Also, if your company sends broadcast emails (newsletters), you may want to filter for these as well.

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:

•
Subject = Out of Office Auto Reply
•
From Name = Your email broadcast message sender
* 
TIP: If you have configured Stat to send approval notifications to users, when a user makes an approval or rejection by clicking a link in the notification, Stat does not create a CSR, but if the user simply replies to the notification, it may result in an undesired CSR being created. To avoid this, you may want to specify a Skip Processing parameter.

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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