About this Release
Welcome to Serena Request Center Mobile. This readme provides an overview of Serena Request Center Mobile and how to install the required server components.
Please note the following important information:
- This readme pertains to both on-premise and on-demand versions.
- On-premise customers – Before you use Serena Request Center Mobile, you must install and configure Serena Service Manager 4.0.1 or higher as described in the Serena Service Manager Getting Started Guide.
- Serena Request Center Mobile is available in English only.
Overview
Serena Request Center Mobile provides access to Serena Request Center from supported mobile devices. Serena Request Center Mobile enables users to browse available IT and business service requests and their associated SLAs, and then submit and monitor requests from their mobile devices. Your IT service staff and managers can also easily approve, track, and fulfill requests from their mobile devices.
Users can use Serena Request Center Mobile to:
- View service requests that they submitted
- Finalize items waiting for approval
- Browse the catalog for service requests and submit requests
- Search the catalog for available service requests
Supported Platforms
The following operating systems are supported with Serena Request Center Mobile:
- iOS 5.X and 6.X for iPhone (3.5 and 4 inch) and iPad (10.1 inch)
- iPad mini
What's New
The following features and changes have been added in this release.
- Support for NT Challenge Response
- Adding Attachments
- New Date/Time Control
- SSO Is Now Optional
- Improved Form Rendering
Support for NT Challenge Response
Serena Request Center Mobile now supports NT Challenge Response. This means that mobile device users can log in to Serena Request Center Mobile using their network credentials if SBM is configured to use NT Challenge Response. For details on setting up NT Challenge Response in SBM, refer to the SBM System Administrator Guide.
Adding Attachments
Users can now click the camera icon to add attachments to requests. Users can create an attachment (such as a screen capture or photo) from the device's photo library or take a new photo using the camera.
New Date/Time Control
A new Date/Time field control has been added. Users can now tap a Date/Time field and scroll through month, day, year, and time options.
Server Installation Steps
This tab applies only to On-premise customers.
To install Serena Request Center Mobile on your server:
- Install and configure SSM 4.0.1 or later as described in the Serena Service Manager Getting Started Guide.
- Launch SBM Configurator on the SBM server that hosts SBM Application Engine, and stop the IIS service.
- Run the Serena Request Center Mobile installer on the SBM server that hosts SBM Application Engine. The "Welcome to the Install Wizard for Serena Request Center Mobile" message appears. Click Next to continue.
- Accept the license agreement. Click Next to continue.
- Choose the
Serena Request Center Mobile
installation directory and click
Next. The default directory is:
installationDirectory\Serena\Solutions\srcmobile
- The installer detects which SBM required components are currently installed on the server. (A message appears if SBM Application Engine is not detected on the server.) Click Install to install Serena Request Center Mobile.
-
Allow the installation to complete, and then click Finish to exit the installer.
- Restart IIS on the server.
- Log in to
SBM User Workspace
using the following URL:
http://serverName/tmtrack/tmtrack.dll?This operation loads the Serena Request Center Mobile files and prepares the system for use by mobile users. - Instruct users to download
Serena Request Center Mobile
from the app store on their mobile devices. Once the app is downloaded, each
user must provide the following connection information:
- Username – Replace the sample user name (bill) with a valid SBM user name.
- Password – Replace the sample password (bill) with the correct password for the specified username.
- Server – Replace the sample server host name (srcmobile.serena.com) with the host name of the SBM Application Engine.
Note: Serena Request Center Mobile requires that users have network access to your SBM Application Engine Web Server that hosts SSM. For more information, see Configuring Network Access. - Users should now be able to access all of the available service request categories and service requests directly from their mobile devices.
Useful Tips
This section provides useful tips to help you maximize Serena Request Center Mobile for your users.
Configuring Serena Request Center Mobile
http://serverName/tmtrack/tmtrack.dll?shell=srp
Configuring Network Access
On-Premise Only – Serena Request Center Mobile requires that users have network access to your SBM Application Engine Web Server that hosts SSM. For example, if users are connecting to a WiFi network outside of your corporate network and your SBM Application Engine Web Server is behind a corporate firewall, they must connect to your corporate network using a VPN from their mobile devices. If your users do not use your company's VPN regularly from their mobile devices, contact your IT department for assistance with connecting your users to the corporate network.