Stat 6.3 - User Guide

The Record Lock Warning

When you open a new or an existing CSR, Quest® Stat® puts a lock on it so that other users cannot make changes to the CSR while you are updating it. If you attempt to open a CSR that someone else is currently updating, Stat opens the CSR window in read-only mode and displays an Override Lock link in the top-right corner.

CAUTION: When you override a record lock, Stat automatically generates a system log stating that you overrode someone else’s record lock. Record unlock messages can be viewed under CSR detail logs. A report entitled CSR Lock Overrides is also available

The CSR Window

A CSR window displays tabs on the left side. Each tab allows you to navigate to a specific section of the open CSR.

The tabs displayed for all CSRs include:

Depending on service domain or CSR type, CSRs can also include the following tabs:

Details Tab

The global section of a CSR window contains fields with general information about the customer and the request. Access to these fields is controlled by your system administrator.

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 Stat System Administration Guide, 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 Customer Search 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 .