One of my favourite new features in Serio Release 5 is the Service Explorer. It takes all the data you have in Incidents, Service Requests, Problems, Changes, Items and so on and presents the whole lot in a collapsible tree form.
The best thing is to show you a few pictures.
Figure 1 - Browsing Active Incidents in Service Explorer
For of all, Figure 1 showing me browsing to my Active Incidents using the Service Explorer. Notice the graphical columns as well - these are there by default, you don't need to customise them in. One of them shows SLA time to go as a 'progress bar', going from grey to amber to red as deadlines near.
You can display Incidents, Service Requests, Problems and Changes either separately or all together.
Figure 2 - Incident expanded in the Service Explorer
Whatever you are working with, it's expandable. Figure 2 shows what the Service Explorer looks like when you expand an Incident. Notice that some key items of data are expandable -like SLA, Item and Customer. This is so that you can easily 'drill down' and get to more data... as shown in Figure 3.
Figure 3 - Expanding an Item with the Service Explorer
Here you can see that by expanding the Item, I can see all the tickets we have on file (open or resolved) for Desktop Computer D10001. As these as themselves just Incidents, Service Requests, Problems and Changes they can be expanded as well - revealing their own Change Plans, Checklists, links, documents and relationships.
One of the unexpected benefits, for me at least, is that the Service Explorer makes the process of querying and drill-down easier. It offers many different ways of looking at tickets, as you can see in Figure 4 where I can see we've got just a single High Priority ticket open.
Figure 4 - High Priority ticket open in the Service Explorer
Another new feature is what we call Extended Data.
These are additional fields you can attach to tickets of any type. The data is structured, meaning you can have strings, checkboxes, drop down lists and so on, defaulting each if you so wish. As a test, I defined Extended Data for Incidents that is a food survey. Figure 5 shows you me actually entering the data, and Figure 6 shows what the data looks like when you view the ticket in the Explorer.
Figure 5 - Extended Data Editor
Figure 6 - Extended Data field expanded in the Service Explorer