SerioPlus Update Details

Last Updated: 28/08/13

As stated in my last blog, I am pleased to provide details of the new features which have been included in the next Major Update of SerioPlus, as well as existing functionality which has been improved. Also listed are new reports which will be available for use.

The Rollout is planned for August 31st.

 

NEW

  • Operational Level Agreements

Operational Level Agreements (OLAs) gather statistics on the length of time it takes for activities to be completed; helping Users monitor the progress of Tickets and their assignments, aiding them in reducing the time it takes for a Ticket to be resolved.

  • Actionable Service Catalog

Enables Users to view the list of Services that the Service Desk offers via SerioWeb, and allows Users to request access to these Services, and to request Information regarding the Services available.

  • Priority / Urgency / Impact Matrix

Allows Users to combine the ‘Urgency’ and ‘Impact’ of a Ticket to automatically set the ‘Priority’. Other factors, like the Company the Ticket is logged against, or the Subcategory of the Ticket, can be used to define the Priority. There is a new ‘Urgency’ field, and both it and the ‘Impact’ field are now displayed next to the ‘Priority’ field.

  • Release Deployment (RFDs)

Release Records are provided as a means of both controlling and documenting the Release of Changes into different Infrastructure environments (Testing, UAT, Production and so on).

Release Records are associated with (and can be viewed as extension of) Changes and document the designated release interval, current workflow Status, steps needed to deploy, rollback instructions, and specific user notification requirements.

Each Release record carries its own Reference number, and mandatory Infrastructure environment.

  • Documents Library

Found under the Manage menu, this allows you to store Documents in SerioClient without having to link them to Tickets, and to create folders to store them in. These can be attached to Emails, giving Users the ability to email standard documents.

  • Supplier Email with Full Action history

Provides Users with the ability to send the Action History of a Ticket to a Customer or Supplier. With Active Data placeholders, Users can include either the Public Action History, or the Full Action History, when creating an eDoc for use in emails.

  • Auto-Acknowledgements

This allows an Email that has arrived into the Inbox to be replied to automatically. This is especially useful for emails that come into the Inbox “Out Of Hours”, enabling an auto acknowledgement to be sent that will notify the Customer that the Help / Service Desk is shut.

The feature is distinct from the existing ‘Auto Response’ mechanism, which is used to offer solutions automatically to emails that have specific criteria set.

A 20 minute delay is built into the function for Auto-Acknowledgement emails sent to the same email address, thus preventing an “Acknowledgement loop” forming, with emails going back and forth continuously.

 

IMPROVED

  • Service Explorer – Bookmark a Ticket

Enables Users to place any Ticket in a new ‘My Bookmarks and Quick Loaded Tickets’ directory.

  • Service Explorer – Quick Load

Enables Users to use the Quick Load function within the Service Explorer. Typing in a Ticket Reference Number will place the Ticket in the new ‘My Bookmarks and Quick Loaded Tickets’ directory.

  • Service Explorer – ‘Subscribed Tickets’ directory

Enables Users to access a ‘Subscribed Tickets’ directory in the Service Explorer, allowing to them to view all Tickets Subscribed to them in one handy location.

  • Service Explorer – view Queries via the ‘Manage’ chapters

Enables Users to view a list of Tickets in a query, through Manage (Incidents / SRs/ Problems/ Changes), from the Service Explorer. The query criteria will match the directory in which the selected Ticket is placed, e.g. Assigned To Me, All Active Tickets.

  • Known Errors – Workaround

A Known Error can be published without a Workaround having been stated. Workarounds can be viewed against associated Problems in the Service Explorer.

  • Known Errors – Configuration Items and Services

The tool allows Known Error information to be shown against Configuration Items and Services, regardless of the state of the linked Problem. The Known Error information is displayed in the Service Explorer.

  • Known Errors – Scope

You can now designate an Environment for the Known Error. SerioPlus asks you to define the “Known Error Scope” when you take the ‘Known Error Add’ action on a Problem. This allows you to define the environment you wish the Known Error to be created in.

  • Logging Screen – Customer Lookup

Multiple possibilities are listed when you type and tab a Customer Surname. The Customer Lookup displays Email address, Branch and Telephone number. A "View Tickets" button allows Users to view a list of a Customer’s open Incidents or Service Requests. Fields change accordingly when you select a different Customer.

  • Logging Screen – Insight and Service Impact

The position of ‘Insight’ and ‘Service Impact’ windows have been altered, enabling them to utilise more space within the Logging Screen, and (in the case of 'Service Impact') increased in size.

  • Customer Records – Customer Email Addresses

There will now be the ability to store four email addresses, in individual fields, in a Customer record, via Manage Customers and the Customer Lookup in the New Logging Screen.

The email addresses are split into one Primary email address, and three Secondary addresses. A Checkbox next to each new field allows you to indicate whether this address is to be CC’d in when replying to the Primary address, thus allowing the Agent to control identity and associations.

  • Knowledgebase – Search Criteria

Users will be able to use ‘Agent Status A’ and ‘Agent Status B’ as Search Criteria in a Knowledgebase Query.

  • Attachment Linked Documents preview

SerioPlus gives you the ability to preview an attachment from the ‘Attach Linked Docs’ tabs in the Send Email action, by simply right-clicking on the file you wish to view. This enables you to differentiate between different versions of the same file, or when there are many files shown.

  • Maximum upload/download limit

The Maximum upload/download limit for sending Attachments and Linked Docs via email has been increased to 6MB.

  • Chapter Tabs – Ticket Number display

Chapter 'tabs' display the ticket number that's highlighted, making it easy to identify specific Tickets when multiple Chapters are open.

  • Saving changes to Screen Layout

You have the ability to save changes to the screen layout, by moving the window dividers, in a variety of chapters. Upon saving, any new chapter you open of the same type will contain the same layout as the one you have saved. These changes will be saved even after closing the application, so that they will remain the same when you log back in. This function can easily be toggled on and off when you require it.

  • Agent Profile ‘Issue Logging-2’ tab

New options on Agent Profile to control which types of ticket you can open.

You may also restrict the types of Tickets that an Agent can log. This is done through the Issue Logging-2 tab. Here you will find four checkboxes which can be flagged, allowing or restricting an Agent to / from logging Incidents, Service Requests, Changes, Problems, and Changes.

  • Broadcast Alert / Assignment Definitions

Agents are now able to automatically define a method of Ticket Subscription when creating Broadcast Alert / Assignment Definition Rules. Agents may set the Contact Group to be Automatically Subscribed using Serio Messages or Email, when a Rule has been matched. The designated Contact Group will receive a Message or Email when an Action has been taken on any Ticket they have been automatically subscribed to.

In addition to this, the ‘Company-Branch’ field can now be defined as a Rule Type in both Broadcast Alert and Assignment Definitions.

  • eDocs

Users will be able to include the “Product Version” field of a Configuration Item as an Active Data placeholder in an eDoc, in both short and long formats. A ‘Main Issue Summary’ placeholder has also been included.

  • Scheduled Reports – Editing

Users will be able to edit the existing data of a Scheduled Report, including the Description, Frequency, Time, Destination Email Addresses, Email Title, and Email Message, within SerioReports.

 

REPORTS

  • Monthly Status Report (TS4a)

New summary found in the ‘Daily, Weekly, Monthly Status Reports’ directory that, when run for problems, shows the number of Incidents linked in the period to Problems, and the number of Changes raised from Problems.

  • Company/Monthly Activity Summary (TS5)

Found in the ‘Daily, Weekly, Monthly Status Reports’ folder, has been modified to include all Tickets that were Resolved during the chosen period of time, regardless of when it was Logged.

  • Company/Monthly Activity Summary (TS5a)

This report includes the same data as the Company/Monthly Activity Summary (TS5) report, with the addition of the text entered into the ‘Details’ window during logging. It is found in the ‘Daily, Weekly, Monthly Status Reports’ folder.

  • Executive Summary ES10 report

It lists the amount of Tickets Logged, Resolved and Outstanding on the date range set, by Type of Ticket. There are three additional tables: the First Time Fix percentage for Incidents, by Agent; the amount of each Type of Ticket Logged, by Agent; the amount of each Type of Ticket Resolved, by Agent.

  • Tickets Logged by Subcategory (3 months) (IL33)

Found in the ‘Tickets Logged Analysis’ directory, this report enables you to view a graphical representation of historical, related Incidents, by Subcategory over a three month period. The graph is split, displaying each month individually. This allows you to see how the frequency and distribution of different types of Ticket is changing over time.

  • Tickets Logged by Category (3 months) (IL34)

Found in the ‘Tickets Logged Analysis’ directory, this report enables you to view historical, related Incidents over time, listed by their Category.

  • Problem/Linked Incident Analysis 3-month review (P1)

Found in the ‘Problems and Problem Analysis’ directory, this report displays a graphical representation of the number of linked Incidents that have been logged during a three month interval for each Problem. It is divided into four parts: it displays all current Incidents, and Incidents which were linked in each of the three months covered.

  • Problem/Linked Incident Analysis 3-month review (P2)

Found in the ‘Problems and Problem Analysis’ directory, this report provides the same information as P1, displayed in a standard list form. Also included is column to indicate the number of Changes raised from a given problem record, and another listing the Assigned Agent.

  • Problem/Linked Incident Analysis 3-month review (P2a)

Found in the ‘Problems and Problem Analysis’ directory, this report provides the same information as P1, but listing Linked Problems only (and without Changes Raised).

  • Problems converted to Known Errors (IR3)

Found in the ‘Problems and Problem Analysis’ directory

  • Logged by Item (IA8)

Found in the ‘Configuration Items and Services’ directory, this report lists the numbers of Tickets that have been logged against each Configuration Item within the given Date Range. Information includes the Item, Item Description, Product, Product Description, and the Ticket Count.

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