Contents

SRC Improvements

• New SRC Theme

  SRC now includes a new theme with updated, modern styling.

  To revert back to the previous theme, select Customize | Request Center Properties and change the Theme option to Classic.

• Allow on Mobile Setting

  Administrators who can customize service requests can now select Allow on Mobile to control whether or not a service request appears in the SRC Mobile app. This option is selected by default for all service requests that are provided with SRC.

Additional Improvements

• Public File Attachments in Knowledge Center Articles

  You can now attach files to Knowledge Center articles that can be viewed by Knowledge Center end users. Administrators can continue to attach internal files to articles that can be viewed and managed only in SBM.

• Mobile Support for SSM Process Apps

  Mobile support is now enabled by default for all SSM process apps.

  For customers who are upgrading to SSM 5.3 and intend to use the mobile client, ensure that the Enable options for Serena mobile app check box is selected on the application in SBM Composer and re-deploy each process app.

Modern Forms

Modern forms, introduced with SBM 11.1, use technologies such as HTML5 and .css properties to achieve greater stability in layout and less reliance on scripting overall. In this release, SSM now uses modern forms, which make it possible to offer these advanced features:

• Responsive Forms

  Responsive forms enable the layout to adjust to the screen size by wrapping rows to new lines as needed. For smaller screen sizes like tablets and mobile phones, responsive forms eliminate the need to scroll horizontally to view the contents of the form. All scrolling is vertical.

• Required Fields Control

  The Required Fields control appears next to the Actions menu, and helps users easily identify and satisfy all the required fields on a form. This control displays the total number of required fields on the form and maintains a running count of empty required fields that remain as users begin to enter data.

• Expand Control

  The Expand control appears next to the Actions menu, and enables users to navigate to a section and expand it, while collapsing all other sections. Users can also expand all sections on the form.

• Restricted Display of Transition Buttons

  In previous releases, transition buttons appeared on the left side of the form, with secondary transitions and item actions available in the More Actions menu. Now, the form header displays up to three primary transition buttons that represent the usual path through the workflow. The rest of the transitions appear in the Other drop-down list to reduce the clutter on the page, while the item actions appear in the standard SBM Actions menu.

Any forms that you created based on legacy SSM forms will continue to be supported; however, you will not be able to use the advanced features mentioned above.

To convert your forms to modern forms, do the following:

1. Make sure the Enable HTML5 features check box is selected in the Form Options tab of the SBM Composer Options dialog box.
2. Create a new form based on your existing form, and make sure the Legacy mode check box is cleared.
3. Validate the process app and check for form errors.

Change Management Integration with Release Control 6.2

The SSM - Change Management process app in SSM 5.3 can be configured to work with RLC 6.2. With the integration, you can:

• Automatically add changes to a release package so that they are available as deployment objects in the release packages task collection.
• Automatically transition a change once a release package has been deployed.

For detailed instructions on configuring the integration, refer to solution S142221.

Service Request Center Issues

Upgrade Issues

• Problem Management: Update "Create Tech Note" Value After Upgrade

  With this release, the mobile implementation of the Problem Management application causes the Yes and No values for the Create Tech Note field to be reversed for active problems. To address this issue, follow these steps after upgrading and deploying the new Problem Management application:

  1. In SBM Work Center, create a listing report in the Service Mgmt application group. Make sure to do the following:
     • Select Problems as the Report Item Type.
     • Add Create Tech Note to the Select Columns to Display list.
     • Set the search filter to Active/Inactive = Active.
  2. Run the report.
  3. Select the problems that should have Create Tech Note set to Yes, and run a mass update to change the field value to Yes.
  4. Select the problems that should have Create Tech Note set to No, and run a mass update to change the field value to No.