Release 5 Detailed Changes

Ref No	Issue Type	Problem Area	Comments
CR1518	Enhancement	Other sc	SerioClient Express is the name given to our new browser-based interface. See the Serio Release 5 website for more information.
CR1517	Enhancement	Other sc	We've added a Diary for those needing to manage events such as site visits either for themselves or their colleagues. It's called Service Bookings, and you can access the Diary from within the Service Explorer by right-clicking. For more information see 'Service Booking' in the Serio HowTo guide.
CR1516	Enhancement	Other sc	We've made some faily substantial changes to the SerioClient interface. Most notably, the method of switching between chapters has been vastly improved, and now used a much more natural tab system.
CR1515	Enhancement	Other sc	SerioClient has a new element of functionality called Extended Data. Extended Data allows customers to define additional Incident, Service Request, Problem and Change fields that can be used to augment existing (standard) fields. There is no upper-limit on the number of fields that can bew added. For more information see 'Extended Data' in the HowTo guide.
CR1514	Enhancement	Manage issues	We've replaced the My Serio pages with something called the 'Service Explorer'. This presents Issues in a tree form and is useful for browsing and exploring, particularly for novice users. Simply open the 'Service Explorer' chapter to start using this.
CR1510	Bug fix	New issue	If the customer has one in-use item, and others which are not in use, the in-use Item is not selected automatically when logging an Incident.
CR1509	Enhancement	Serioweb	SerioWeb now has an 'Advanced Search' page that users can use to access calls. Amongst the search options you'll find date logged, date resolved, open or resolved calls, Issue Type and Problem Area.
CR1508	Bug fix	Escalation eng	Fixed a problem with the Escalation Engine where was possible under certain circumstances for delayed messages about Incident Escalation to be sent after the closure of an Incident.
CR1507	Enhancement	Manage issues	Serio now has an option to limit access to Incidents, Problems and Changes to those belonging to a particular, nominated company. The option to do this is found on the Agent Profile. Users of SerioClient who's Profile is set this way cannot access the following functionality: -Manage Companies -New Customer/Search Customer -Journal -Groups (you'll not be able to access Groups of Incidents, Problems or -Changes because there could be records belonging to other Companies there) -Serio Catalog in the Knowledgebase -Performance Graphs in SerioClient -Insight similarities Notes The limitation is applied to Issue and Action data only. For SerioClient users note that: The Asset Register will be visible. This means equipment at other Companies will be visible. When logging a new Incident and searching for a customer, restricted users will be able to see the entire customer database. They won't be able to edit it though. When logging a new Incident the full Company list will be visible.
CR1506	Enhancement	Pocketserio	Serio now has a web interface for mobile devices, called PocketSerio-i. PocketSerio-i is designed to work on any hand-held device with internet access - if you can browser the internet, you can use PocketSerio-i. PocketSerio-i allows you to view Incidents and Changes, send emails, and resolve tickets through your PDA. It also allows you to perform Asset Management functions on-site as well. For more information about PocketSerio-i, see the Serio HowTo guide.
CR1502	Enhancement	Other sc	Serio now has a new type of Issue - Service Requests - as part of our ITIL V3 revision. This means tickets can either be Incidents, Service Requests, Problems or Changes. Service Requests have their own numbering system begining with SR. As part of this review we've also added a new concept called the Checklist. The role of the Checklist is to present those working with Service Requests (as well as Incidents, Problems and Changes if you so wish) with: * A tick list of tasks (called Jobs) that they have to do in order to resolve the ticket. * Help and guidance on how to complete these Jobs. * Reminders as to what they’ve done, and what they need to do next * A means whereby the ticket can’t be closed until the Checklist is either finished or cancelled. Checklists are present in both Serio Helpdesk and Serio Service Desk. To find out more about Checklists, see the HowTo guide.
CR1501	Enhancement	Serio general	The Known Error concept has been brought more directly into Serio. There is now a Chapter (under Tools) called ‘Known Errors’ which lists each and every Known Error in Serio, showing the Known Error Description and Workaround together. As part of this, we’ve also extended the popular Service Status HTML web pages with Known Error pages whenever you add or remove a Known Errors, these pages are updated. Creation and deletion of Known Errors is now done directly via Action Extensions created specifically for that purpose. When creating a Known Error, you set the Known Error Description (which is defaulted to the ticket description, but can be amended independently) and add the Workaround details. Administrators whishing to use this new feature will need to do the following: 1. Create new Actions that allow the Known Error status of Incidents, Problems and Changes to be set and cleared. The HowTo guide has more information about this. 2. Add the new Known Error Service Status pages into your intranet site.
CR1498	Bug fix	Serio inbox	Fixed a problem which occurred when logging Incidents from the Inbox. If the email address of the sender matched the email address of a discontinued customer, the customer would be selected for the Incident anyway. This led to problems where customers that had been discontinued had the same email address as active customers.
CR1495	Enhancement	Serioreports	Report AGT14 has been modified so that it now reports Incidents logged during regular hourly intervals throughout the day (e.g. 9am-10am, 10am-11am, etc.) In addition, you can specify a start and end time for the working day (e.g. 09:00 - 18:00). All Incidents logged before the day start time are combined into one bar (e.g. 00:00 - 09:00) - likewise all Incidents between the day end time and midnight. The original version of AGT14, which used shorter intervals for peak times such as the morning, has been renamed AGT14a. For further details, see the online help for SerioReports.
CR1488	Enhancement	Taking actions	An additional Time field has been added to SerioClient, so that both Engineer Time Taken (for the Action) and Billable Time can be recorded separately. Currently there is a 'Time Taken' field. This has been renamed to 'Billable Time', and another field added called 'Engineer Time'. The existing IB* reports will continue to function as before. 3 new reports (IE*) have been added that display date for this new field.
CR1487	Bug fix	Edocs	The Serio eDoc Editor could cause embedded links in email to become garbled if Internet Explorer 7 was installed on the machine. This problem has now been fixed. Alothough Internet Explorer 7 still continues to amend links, SerioAdmin detects these changes on a save and corrects them.
CR1485	Enhancement	Inventory	There is now a version of the Inventory Agent which is compatible with 64 bit windows. SerioServer, SerioClient and other Serio applications can now be run under 64 bit environments.
CR1484	Enhancement	Serioweb	Action Extensions are now performed for the 'Place Note' Action used in SerioWeb. The following Extensions are supported: Set Agent Status A Set Agent Status B Send the Customer an eMail Re-open a Resolved Issue Re-start a Stopped SLA Clock Perform a Re-Assignment
CR1482	Enhancement	Other admin	When the Email Router logs places an 'Email Received' action on an Incident, you can place Extensions on the Action and these will be performed by the eMail Router. The following Extensions are supported: Assignment Agent Status A/B Send a Customer eMail Place Reminder Start a Stopped SLA Clock Re-open a Resolved Issue For more information, see 'Action Extensions' in the Serio eMail Router Help.
CR1481	Enhancement	Messages	The Message Notification features have been improved by the addition of 'Balloon' style messages. These inform you about your latest messages but don't stop you working. You can enable and disable balloon messages by clicking the Serio logo from within SerioClient.
CR1480	Enhancement	Messages	We've improved the Messages page in SerioClient. You can now more easily use shift-click and control-click to archive messages, and we've displayed the message contents (at least the first lines) in the list itself, to aid readability.
CR1479	Bug fix	Serioserver	If a Serio installation had many thousands on unread messages, it was possible for the restart of SerioServer to take a long time. This problem has now been resolved.
CR1478	Bug fix	Messages	It was possible to generate database error messages when deleting large numbers of Serio Messages in SerioClient. This problem has been resolved.
CR1477	Enhancement	Other admin	We've added a new option to Service Level Agreements called 'End of Day'. It's a flag, and can be set on each individual SLA/Priority pair. If set, it causes the SLA Target Resolution to be moved to the end of the next working day. It's use is (mainly) for 'next working day' SLAs. For example if you have an 8 hour working day, and have a next working day Service Level Agreement, you'd set the target resolution time to 8 hours, and then set the 'End of Day' flag to ON. If you then log an Incident at Monday and 13:00, you will have until the end of the next working day (Tue 18:00) to fix it. For more information, search for 'End of Day' in the HowTo guide.
CR1476	Enhancement	New issue	When Incidents are logged from an email, the logging date/time now defaults to the time when the email was added to the Serio Database.
CR1475	Enhancement	New issue	There is a new field on the Incident Logging form called "Subject". This enables you to record a short summary of the Incident (120 chars). When logging an Incident from email, the subject is automatically defaulted to the email subject line. There is also a new placeholder for eDocs that enables you to include the subject within the email title or body.
CR1474	Enhancement	Email router	We've made quite a few improvements to the eMail Router for those users using POP3. 1. We did note that sometimes, particularly due to the actions of anti virus software if viruses were detected, that the POP3 reader could hang up. We now detect this condition and simply re-start the POP3 reader for you. 2. Another important change is that POP3 reader error messages, which used to be displayed only on the Alert page on the POP3 reader itself, are now transmitted to Agents identified in the 'notifications' tab on the Router. 3. Finally, we've withdrawn the 'download but don't delete' option from the POP3 reader. The only option now is 'Download and Delete'. If you want to keep copies of your incoming emails you can still do so, but you need to use your email server. This works on all email servers we've seen including Exchange and the Unix-based servers. - If your live email account is 'support@mycompany.com' setup another account called 'support)backup@mycompany.com'. - On your email server, create a forwa
CR1472	Enhancement	Assets	We've added a booking system into the product for Configuration Items. It allows you to operate something like a library, booking loan equipment out to people for a period of time. For more information, look up 'booking' or 'item schedules' in the Serio HowTo guide.
CR1471	Enhancement	Serio inbox	An auto-refresh option has been added to the Inbox. Simply right click on the list of emails to access this.
CR1470	Bug fix	Taking actions	A bug that meant users could not make the 'Supplier Reference No' field mandatory has been fixed.
CR1469	Bug fix	Taking actions	A bug which in which the 'Time Taken' field when taking an Action could not be mandatory has been fixed.
CR1468	Enhancement	Serioreports	We've added a new Executive Summary Report ES8. See the SerioReports help for more information on this report.
CR1467	Enhancement	Serioreports	We've added a new Executive Summary Report ES7. See the SerioReports help for more information on this report.
CR1466	Enhancement	Serioreports	We've added a new Executive Summary Report ES6. See the SerioReports help for more information on this report.
CR1461	Enhancement	Email router	There is now an option on theSystem Settings (email tab page) which allows you to ask for reply emails about Incidents , Problems or Changes that have been resolved to go into the Serio Inbox, instead of being attached into the history of the Incident.
CR1460	Enhancement	Sc general	It is now possible to log Changes and Service Requests as well as Incidents directly from the Serio Inbox in SerioClient.
CR1456	Bug fix	Sc general	Corrected a problem affecting some users with large fonts, exemplified below: "The customer was using a wide screen laptop with resolution 1920 x 1200 and large fonts. This was the default set by the manufacturer (Dell). In SerioClient, the Serio logo was too small for the space allowed and the 'Remove' button shown when adding/removing attachments to emails was disappearing off the edge of the screen".
CR1455	Bug fix	New issue	Fixed a problem with Incident logging and the Agent Profile. If you turned off the option that makes Serio select the Customer's main Item by default when logging an Incident, the option was not turned off.
CR1454	Enhancement	Taking actions	When sending an email through SerioClient, there is more tolerance of different forms of the prefixes cc:, and bc:. Upper and lower case are now accepted and bcc: may be used as an alertnative to bc:. Additionally, carriage returns and commas are also accepted as separators between email addresses.
CR1451	Post-sales	Other sc	It is now possible to notify assignments to whole teams as well as to individual Agents. For more information, see the topic 'Notifying Agents of Assignment by eMail' in the HowTo guide,
CR1449	Fault report	Sc general	Fixed the following problem. When attempting to print from the messages chapter, the following error was seen: An error has occurred: [1266] Serio encountered an error in attempting to start this print job.
CR1436	Enhancement	Manage issues	The target Supplier resolution time, target Supplier callback time, and the SLA label for an Incident, Problem or Change can now be set manually in SerioClient, to allow for ad-hoc arrangements with the Supplier. Seee the HowTo guide for more information on Amending SLA Times.
CR1435	Enhancement	Manage issues	The Amend SLA Time function in SerioClient has been changed to allow you to set the target time for completion directly, rather than through spin controls.
CR1433	Enhancement	Nw auditing	When an Item is converted from a snapshot, it now contains the Serial No., where available.
CR1430	Bug fix	Email gateway	Fixed a problem with the Email Gateway/Exchange whereby if the recipient of an email had an incorrect address, the Email Gateway continually attempted to send the email, even though each time it generated an error, flooding agent's Serio Message list with Gateway error messages.
CR1426	Enhancement	Manage issues	Serio now allows you to view your Incidents, Service Requests, Problems, and Changes in the same list. This is true both in the Manage .... Chapters and My Service Explorer.
CR1420	Enhancement	Serioweb	In SerioWeb it is now possible to capture the affected Item when logging an Incident or Change. This option is controlled from the the 'Logging Incidents' or 'Logging Changes' tab pages respectively of the Web Profile in SerioAdmin. When the option is selected, the SerioWeb Customer is asked during Incident Logging to enter the Asset Tag for the affected Item if it is known, or to leave blank. If the option for automatically selecting the Item based on the Item is on, then the Asset Tag is defaulted to the Customer's main Item (if there is one) and the SerioWeb Customer may change the tag if they wish.
CR1416	Enhancement	Serioreports	Report AGT14 (First Time Fix Report) has been extensively overhauled and rewritten. The report now compares the number of Incidents Logged with the number of these that were resolved first time, broken down by Team and by Agent. For more information, see the online help for SerioReports.
CR1408	Enhancement	Messages	SerioClient now includes a method of subscribing to Incidents, Problems and Changes so that you can get updated automatically when new actions are taken on them. Notification by both Serio Message and eMail is supported. For more infomation, look-up 'Subscribing' in the HowTo guide.
CR1406	Enhancement	Other admin	In Change Management in SerioAdmin, you can now search for Incidents, Service Requests, Problems and Changes and display different types of record together.
CR1395	Enhancement	Email gateway	The notification emails sent by Serio when a customer sends an email have been changed. The full text of the email received is now sent in the notification.
CR1392	Enhancement	Manage issues	There is a new tickbox setting on the Agent Profile which affects the way that changing the Priority of an Incident after logging affects the target Response/Resolve times for the Incident. If the setting is ticked, then the Response/Resolve targets are reset according the new Priority when the Priority of an Incident is changed. If not, the reponse/resolve targets are left the same when the Priority is changed.
CR1386	Enhancement	Manage issues	The labels for the Item Diagram in SerioClient/SerioAdmin can now include the following items of information: Item, Item Description, Product Category & Description Product & Description Product Version & Description Item Type Category & Description Item Type & Description SLA Serial No Status These options are accessed via a pop-up menu on the Item Diagram itself. The system remembers your settings on a given machine, so once you configure the labels there is no further set-up to do.
CR1384	Enhancement	Serio exp forms	There are now options on the Agent Profile which allow you to decide if the 'Customer needs a callback' option should be ticked by default when logging an Incident, Service Request, Problem or Change.
CR1377	Enhancement	Manage issues	The Incident Monitor Issue Display Setup now includes the following columns: Last action taken Date of last action Name of person who took last action. These are set whenever an Action is taken. As part of the upgrade process, only Active Incidents, Problems and Changes will have this defaulted (this is to avoid an overly-length database upgrade). Of course, existing & new Issues will be set as they are Actioned going forward.
CR1372	Enhancement	Manage issues	In the Item Diagram in SerioClient, when you expand Item A to show its linked Items, then expand Item B which is linked to Item A, Item A is no longer shown as linked Item. This is to avoid repetition of information you can already see (that Item A is linked to Item B). This approach has also been applied to Systems. If A has a System C, when you Expend C the Item A is not shown amoungst the expanded Items.
CR1369	Enhancement	Serio general	Within the Configuration Database, the term "Systems" has now been changed to "Services".
CR1330	Bug fix	Serioupload	Fixed a problem with SerioUpload whereby when the application was started a message was seen saying that 'SerioUtilities.dll' could not be loaded.