"Are you using Stat to its full potential?"


3 Νοε 2013 (πριν από 4 χρόνια και 8 μήνες)

157 εμφανίσεις

"Are you using Stat to its full potential?"

Automation creating Change Service Requests

In this p
we will examine the various functionality of Stat around
automating the process of creating
change service request


Many companies have other helpdesk/ticketing systems and manually
create CSRs within

client or Web Interface
, but there are a few options that allow this to happen

and i
ntegrate together. The two areas I will discuss are:


Integration w
ith other ticketing/helpdesk



Ability to create via email

The Change Service Request is the foundation of any change in Stat.

This is Stat’s way of
tracking all information and correlating it back to specific problems, enhancements, or

projects. Within
the CSR you will have workflows, approvals, and be able to version and migrate code.

Integration with other ticketing
/helpdesk tools

Whether you use a packaged ticketing/helpdesk tool like Service Now, Remedy, Track
It, etc. or
have a
grown tool
, you have options to create CSRs automatically and link that tracking number
to a Stat CSR. This can be accomplished within Stat via two different ways, Web
Services or email. So
which is best for you? Well it depends on the external too
l and its capabilities, as well as your
company’s preferred method of integration.

Ability to use Web
Services to create CSRs

services uses Stat API’s to create the CSR in the backend. Stat will default in information

not passed from the other


Stat Web
s is discussed in detail in the

Getting Started
with Stat Web Services API
” guide. This document will walk you through examples

and well as describe
the setup and .bat files that need to be executed. Here is a sample piece of an
API it uses:

Ability to create

via email from a ticketing/helpdesk tool or users

If you are looking for an easy way to integrate, you can use Stat’s inbound CSR creation via email
functionality. Stat allows you to setup email integration via the
Maintenance/Stat Central Agent/Email

As in the example below go into the ‘Default Values’ tab and check “Accept Inbound CSRs.”
From there you may put default values for things you do not want users to try to pass into the CSR, as I
did with the


After this is setup you can have your ticketing/helpdesk tool send Stat an email and your CSR’s will be
automatically created.

If you are not looking to integrate with a ticketing/helpdesk tool you can still allow users to
automatically create
CSRs by simply sending an email to the Stat email account. Ideally, you will create a
template for your users to use which will allow you to extract out the information you need to create
the request. For information that users may not know (i.e. workflo
ws, queue, etc.) you can select

as I did above
. This will allow the issue to be automatically create

and assigned to the correct


Stat has the functionality built
in to allow you to automatically create CSRs from an existing
icketing/helpdesk tool or from emails set from users. Whether using web
services or email integration
the end result is the same. By automating this process you can remove manual steps and make a more
seamless transition through a change’s lifecycle.