Administration → Additional Information → Managing Users
Before you add user accounts, consider the types of users you need. This helps you determine the product-access level you should assign to each user.
For example, Serena Request Center has two distinct types of users: requesters and fulfillers. Requesters are those who request IT services, such as logging a ticket to report a problem and asking for additional network access. Fulfillers are those who respond to requests by either directly working on them or by managing incoming requests to ensure that an organization's activities are streamlined.
Use the following information to determine which product-access type to assign to each set of users:
Assign to users who will use Serena Request Center to submit IT service requests. These users can also view and update the requests and proposals that they submitted.
Assign to users who will fulfill requests.
Assign this product-access level to users who will configure Serena Request Center, administer your process apps in SBM Composer and Application Administrator, manage user accounts, and other administrative duties. By default, this product-access level is automatically granted to the user who establishes your on-demand account.
Each active user in your system must have an account that includes:
For details steps on adding or importing users, creating groups, and assigning users to groups, click Help in Application Administrator.
After you establish accounts for each user in your system, assign these users to applicable roles in Application Administrator using the following guidelines.
|Product-access Level||General Guidance||Example|
|Occasional User||Assign these users to roles intended for IT customers and planners who submit requests and who need to view and update their requests later.||
User(SSM - Incident Management)
User (SRC - Service Request)
|Regular User||Assign these users to roles intended for IT staff who will fulfill requests submitted by IT customers.||
Level 2 Tech(SSM - Incident Management)
Editor/Publisher (SRC - Knowledge Management)
|Managed Administrator||Assign these users to roles intended for users who will administer the process app in Application Administrator, SBM Composer, and Application Repository.||
Administrator (SSM - Configuration Management System)
Administrator (SSM - Problem Management)
Group queues keep items from being missed or delayed if individuals are absent when items are submitted or move into an investigation state because the entire group has visibility and ownership of items. In addition, items with a primary owner can be reassigned to the group queue.
An item can be assigned to both a group and an individual, or to one or the other. This allows users to assign an item directly to the appropriate individual without having to move it into a queue state.
The provided applications listed at the beginning of this topic include special dashboard reports that show the number of items in queue states and the items for which the current user is a primary or secondary owner. The queue states in these applications have Operational Level Agreements (OLAs) that stipulate how long items can remain in queue. E-mail notifications defined for the OLAs warn users when items are at risk or in violation of the agreements.
The following steps should be followed if you want to customize the implementation of group queues.
In SBM Application Administrator:
In SBM Composer:
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