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      Duration type reports do not allow us to specify a time in half hours When trying to build a Duration-type report, I have the choice of summing the totals by Hours or Days. I choose Hours. In the *Ti...me Interval Groups: field, I would like to put 0.5, 1 and 2.When saving the report, I am given the message "Invalid value for Time Group. Please enter a number greater than zero. The reply from the support team was that only the whole part of the number is accepted when you save a report with Time Interval groups. Therefore 0.5 will be considered as 0.  There is currently not a way to configure or change this and so they suggested I enter an Idea here.   only the whole part of the number is accepted when you save a report with Time Interval groups. Therefore 0.5 will be considered as 0. There is not a way to configure or change this More
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      Allow us to filter the items in the Incident project for a specific user who has added an attachment, or text in the 'Notes' field We currently escalate Items from the Incidents project to a team that... manages the ordering/replacement of materials (monitors/pcs etc). When the item is escalated to this team, an e-mail notification is generated to the members of this team. This external partner simply replies to the e-mail notification, leaving the ITSMNoteLogger address in copy, and their e-mail reply is updated automatically into the ticket as an attachment together with the text of their e-mail.   We would like to be able to find the items whereby this particular user has added an attachment and/or a text comment into the 'Notes' system field. More
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      Richard Dudley
      Allow us to more effectively track/know the time spent on a ticket per team We currently have three levels of hierarchy of teams in Serena. An incident ticket for example can be created by an End Use...r and escalated to a 1st level support team. This first level support team can escalate the ticket to one of many 2nd level support teams. The 2nd level support team can either escalate the ticket to a different 2nd level support team or a 3rd level support team The 'Change History' report type currently allow us to filter on the "[Changed Value] = [To Support team]" column, but doesn't allow us to select only certain support teams. We feel it would therefore be interesting in having a report that allows us to know the time spent per team involved in the escalation of the ticket and to allow us to filter the results on certain teams only. More
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      Richard Dudley
      Richard Dudley added new listing Open up Sla Reports within the Work Center in Serena Work Center
      The default 'SLA Past Performance', 'SLA Current Risk' etc system reports within the 'Incidents' project could be opened up to allow us to copy and tailor them to needs of each team I have read the fo...llowing article regarding how to hide the default SLA report from the Work Center: http://serenacentral.com/blogs/entry/removing-sla-reports-from-work-center Rather than hiding them, I would like to improve upon them. Currently they are locked and provide information for all teams/groups within the application I do not wish for one department to see their SLAs mixed in amongst the SLAs of other departments for example. Allowing us to use the Default 'Performance Breakdown' report for example in order to create others that are tailored to the SLAs of particular teams/groups would be advantageous Allowing us to use the Default 'Aggregate Performance' report for example to aggregate the performance of 4 teams of a particular department without aggregating the performance of all 100+ teams would be advantageous Allowing us to add in monthly columns into a 'Performance Breakdown' type report in order to track/follow the SLA performance month per month, or week per week of a certain team would be advantageous Allowing us to use the Default 'Aggregate Performance' type report for example to aggregate the performance of the SLAs from multiple projects (Incident Mangement & Service Requests) for a team would be advantageous   More
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      Facilitate the finding & copying/updating of SLAs by creating a view allowing the user to view/filter the SLAs configured across all Process Apps/Applications/Projects/Sub-Projects in one place Curren...tly we have deployed SLAs in the 'SSM - Incident Management' & the 'SRC - Service Request' Process Apps/Applications Whilst all the SLAs for the Incidents are grouped at the 'SSM - Incident Management' -> Incident Management -> Incidents -> SLAs menu, the Service Request SLAs are spread across 30 or more projects, e.g. Service Request -> ACCOR Requests -> IT Service Requests -> Network -> Trafic Analysis I would like to be able to see all the SLAs, at whatever location/Process App/Project/Sub-Project etc on the same screen to enable us to copy/update them without having to go look for them More
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  • DateTitle
    22/08/2017 Duration type reports do not allow us to specify a time in half hours
    21/07/2017 New report to allow us to find Items whereby a user has added an attachment/text
    06/07/2017 New 'Duration' report to track the time spent on an item per team
    06/07/2017 Open up Sla Reports within the Work Center
    06/07/2017 View to group the SLAs configured across all Process Apps/Applications/Projects/Sub-Projects

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