This weekend (19-20th June), we're releasing our first required update to the SerioPlus tools (SerioClient, SerioAdmin, and SerioReports). In addition to fixing some bugs, we made some important enhancements which we hope you'll like.
How to install
When you log in on Monday morning, you'll see a message prompting you to download and install the new version - just run the setup and you're ready to go.
Serio Engage (Server Edition)
Server Edition is a new version of Serio Engage that allows you to make secure through-firewall, unattended connections to your customer's servers in order to perform remote maintenance, including reboots.
We will be including one or more free licenses of the new Server Edition of Serio Engage in each SerioPlus account.
New Billing and Itemisation Features New billing features in SerioPlus allow you record all of your billable actions as you take them, along with the amounts charged. You can set-up the standard price bands for your time-based and fixed-fee services (which you can vary on a per company basis). You can then link these price bands to actions (for example, remote support or site visits), and accurately record the amount to be charged to the customer as the action is taken.
Later you can link individual chargeable amounts with an invoice. This enables you to produce itemised bills through SerioReports, giving a detailed breakdown of all your chargeable work, to send in support of your invoice.
We've added some new reports to SerioReports. A new section called 'Billable and Charging Reports' contains a selection of itemisation reports that support the new billing features (see above).
There are also two new Company based activity summary reports (TS5 and TS6 in the 'Daily, Weekly, Monthly Status Reports section'), showing a breakdown of tickets logged for a selected company, along with service level statistics and a graphical summary.
As with all SerioReports, you can schedule these reports for automatic delivery to your customers.
Additionally, we've added a new detailed, per company billable time analysis report (IB18) in the 'Billable and Time Spent Reports'.
We've taken the opportunity to fix the few funnies you've reported to us since the launch of SerioPlus in March.
Some users found that the spellchecker dictionary seemed to be empty when pressing F7 (causing every word in Ticket and Action descriptions to be checked). We've fixed this issue now.
Serio Engage Performance Enhancements
A few changes we've made to the way our servers handle screen-sharing traffic from Serio Engage should enhance its performance for most users.
Problems Browsing Configuration Items from SerioClient
Users with large CMDBs (e.g. many thousands of records), were having problems browsing those through the Service Explorer in SerioClient. This problem has now been resolved.
Lots of Error Messages when your Session Times Out
Some of you found that SerioClient put a large number of error messages on screen after a session time out. Session time outs usually occur after a period of inactivity when your workstation goes into standby mode, cutting it off from our server. They can also happen as a result of our scheduled weekend maintenance, if you leave SerioClient logged on on Friday night.
We've reduced the messages shown on a session time out - you now just see a single message saying "Session Timed Out".
Problems with the Detailed Incident Print (ID1)
We have corrected a problem on the detailed Incident print (ID1) - Ctrl+P from Manage > Incidents - which caused the Configuration Item to be blank on the report (although it was shown if the report was reprinted).