SerioScribe

In today's post, I'm going to introduce you to SerioScribe, Serio's screen customisation tool for both SerioClient and SerioAdmin.

Naturally, we've put a lot of thought and research into the design of our screens, and if you're like many of our customers, you'll probably find that you don't ever need to change them.

That said, specific reporting or management requirements occasionally require people to, for example, put additional fields to the logging form. At other times you might want to: streamline forms by hiding fields you never use; adjust the tabbing order according to your data capture process; move fields around; change the labels on fields to conform with your organisation's terminology or to change the use of a field; disable fields to prevent certain users from modifying them, or make others mandatory; change colours/fonts or add special instructions; remove menu options in SerioClient.

A Word of Warning

Don't hack your screens to pieces, hiding fields you just haven't happened to use yet, and leaving the others higglety-pigglety. Also remember that Serio uses industry standard ITIL terminology, so think carefully before changing it. Customisation is like a drug for some people – remember: less is more!

Example

Each Incident received by the Service Desk at WXYZ PLC relates to a particular project. All the projects generate the same types of calls, and WXYZ have set up Problem Areas and Cause Categories to reflect these. As a reporting requirement, they also need to be able record the project code against each Incident. They decide to add a custom lookup field (Project) to the logging form for this purpose.

How to do it!

1.If you don't already have it, install SerioScribe – it's an option in the setup program in the main 'Serio' folder from your Serio software.

2.Choose 'File' > 'Login' to log on to SerioScribe – you can use the same login as you do for SerioClient.

3.Open a new Screen Explorer from the 'File' menu.

4.Look under 'Screen Sets' in the explorer pane. Most Serio installations have at least one Screen Set already set up (usually 'Default'). If you don't have any, right click on 'Screen Sets' and create one.

5.Expanding your screen set, you see that it's divided into SerioClient and SerioAdmin screens. Using multiple Screen Sets, you can create different customisations for different groups of users, but most users only need the one.

6.Expand the 'SerioClient Screens' and select 'Incident Logging'. At this point, you'll notice there's another Incident Logging screen called 'Incident Logging (Incident Management)'. This latter version of the screen is used when you are view Incident details after logging, through 'Manage' > 'Incidents'. The 'Incident Logging' field is shown when logging new Incidents. In this case, we want to apply the change to both versions.

7.At the bottom of the 'Incident Logging' form, you'll see the custom 'Lookup 1' field. Right click on the label, and choose 'Properties'. Change the text of the label to 'Project:', and make the label visible.

8.Now right click on the (white) data entry field, and make it visible – also set 'Must complete:' if necessary. Switch to the 'Lookup' tab page of the properties dialog, and set the Windows Title, Left Column Title, and Right Column Title to 'Projects', 'Project', and 'Project Description' respectively.

9.We're not going to use the blue read-only description field to the right of the custom lookup 1 field this time, so leave it as it is. Drag the label and lookup field, e.g. to the convenient gap between the 'Impact' and 'Received' fields.

Tip: You can multiple select using Shift+Click, and align your selection using the 'Control' menu.

10.Turn on the 'Show Tabbing Order' from the 'Control' menu, and sort out the order that your new field will be tabbed to.

11.Make the same changes as above to the 'Incident Logging (Incident Management)' version of the screen.

12.While you're adding your Project field, you might want to make sure it appears correctly elsewhere. You can have it as a column in the Selected Incidents field. To set the title of this field to 'Project', follow the instructions in the help in SerioScribe. In the help, turn to the 'Contents' tab page and see the topic: 'SerioScribe Help' > 'Common Customisation Tasks' > 'Changing the Issue Monitor Column Headings'. The column headings you need to change in this case are 'Issue Lookup 1' and 'Issue Lookup 1 Description'.

13.You can also set the name on 'Issue Selection Criteria' screen for selecting Incidents. Select this screen in SerioScribe – you'll notice it consists of a number of different 'pages'. Scroll right down to the bottom - the Custom issue lookups are shown on the third page from the bottom.

14.Ok, now you need to make sure that users can see your customisation. In SerioAdmin, open a New Serio Explorer from the 'File' menu. Expand 'Agent' and select 'Profiles'. Open up your profile and look on the 'System' page. Make sure that the Screen Set that you have been working on in SerioScribe is selected where it says, 'Customise the Agent screens using the following screen set'. Apply the same change to the other Profiles.

15.While you're in SerioAdmin, you can define your 'Project' codes. Do so by expanding 'Issue' and selecting 'Custom Issue Lookup 1'.

16.Log out of SerioClient and then back in to see your changes!

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