serio

A Few SerioClient Features

This is a post about some gadgets and features you may not know about on Serio 4.6 and later versions.

Chat

There is a Helpdesk/Service Desk Agent-to-Agent chat facility. It works between users of SerioClient, and lets you hold a text chat session with them, just like you might have seen with other messenger-type applications.

To use Chat, click on the ‘Users’ icon in the bottom-left hand side of SerioClient, and then select the person you want to chat to from the left-hand side  Serio will then launch a chat panel, simply type your message and go.

Serio eMails, an Overview - Variable Language and Sender Address

In this blog article I want to create an ‘overview’ topic about email in Serio. The reason is a lot of users seem unaware of some of the things you can do with email.

I will start with when and where emails are produced. All of the emails are optional – so they can be switched off if you’d rather not send any.

NB: I’m primarily going to talk about Incidents for brevity’s sake, but what follows can also apply to Problems and Changes as well.

Escalation and the Serio Escalation Engine

This post will be all about Escalation in Serio, the role that the Escalation Engine plays, and a personal perspective on ‘good practice’.

First of all, let’s define Escalation as it means different things to different people. Back in January I posted about Escalation in Incident Management, and that post defines both Function and Hierarchical Escalation. You’ll be pleased to hear that the Escalation Engine can handle both.

Description Templates: Do you know how good they are?

Whilst the above title might sound like an advert for expensive chocolate, I’d say that Description Templates really are good things – and an often overlooked feature.

First of all, this is what Description Templates do: they are like a ‘speed click’ for the description of an Incident, Problem or Change (and more, as we’ll see below) – to save you having to type in manually. They are also useful as prompt or mini-scripts for those logging Incident from customers.

For instance, you might want to manually type this Incident description:

Locating your KPIs Roundup

This is just to round-off yesterdays post about KPIs in Incident Management, and where you can find them in Serio.

Resolutions by the Service Desk or Helpdesk

This refers to the resolutions achieved by the Helpdesk/Service Desk. You’ll find this data available as a column in the First Time Fix report AGT14.

Percentages of Incidents Handled within SLA Target

Most the SLA based reports are clustered under ‘SLA Analysis’ – there are around 25 in all. Picking a few at random:

Locating Incident Management KPIs in Serio

This blog entry is a follow up to our previous post about KPIs for Incident Management. The subject of this post is where these reports about KPIs can be located within the Serio tool.

You’ll need access to SerioReports. Remember this is a part of the tool you need to install – if you can’t see it you should install it (provided you have sufficient licenses to do so). Login to SerioReports, and open a Reports Explorer from the File menu.

Incident Counts

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