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Serena Service Manager 5.2 Readme
This readme file contains information about this release. Last updated on 2015-09-02.


About this Release

Welcome to Serena Service Manager 5.2.

Refer to the What's New? tab for a complete list of new features in this release.

Please note the following important information:

  • On-premise customers: Before you install this release, you must install and configure SBM or higher as described in the SBM Installation and Configuration Guide. For SBM installations, it is also highly recommended that you apply SBM Hotfix 1.
  • When installing Service Manager 5.2 and Release Control 6.0 on the same SBM system, you must install Service Manager first. The two solutions share some files, and there is a later version of these in Release Control 6.0. For more details, refer to Serena Support Knowledgebase solution S141326.
  • Service Manager is available in English only.
  • This readme pertains to both the on-demand and on-premise versions.

Packaging Changes and Impact on Upgrades

The following changes have been made to the installer packaging:

  • Serena Service Manager and Serena Request Center are the only solutions are delivered by the Service Manager installer. Serena Release Control is no longer delivered in the same installer as Serena Service Manager.
  • The Demand Manager solution is no longer included in the installer.

New Installations of Service Manager

If this is a new on-premise installation:
  1. Download SBM or higher from http://www.serena.com/support.
  2. Follow the instructions in the SBM Installation and Configuration Guide to install and configure SBM.
  3. Verify that SBM successfully installed and configured.
  4. If you installed SBM, download and apply SBM Hotfix 1.
  5. Download Service Manager 5.2 from http://www.serena.com/support.
  6. Follow the installation instructions in the Serena Service Manager Getting Started Guide.

Upgrades from Previous Versions

Important: If you are upgrading from an earlier version of Serena Service Manager, you must upgrade to SBM or higher first. For SBM installations, it is also highly recommended that you apply SBM Hotfix 1.

Note the following important upgrade considerations:

  • If you are upgrading from a previous version that included Serena Release Control, the Serena Release Control files are not upgraded by the Service Manager installer. The Service Manager installer only upgrades your Service Manager framework files and delivers the Service Manager 5.2 solutions to Application Repository.
  • If you have an existing installation of Serena Release Control, it will continue to operate after you upgrade to Serena Service Manager 5.2.
  • If you plan to use Serena Service Manager and Serena Release Control, ensure that you have installed and configured your desired version of Release Control before you upgrade Service Manager to version 5.2. You cannot run an earlier installer (such as the 5.1.1 installer to install Release Control) after you have run the Service Manager 5.2 installer.
The Service Manager upgrade process consists of two phases: the installation upgrade (on-premise only) and the solutions upgrade.
  • Installation Upgrade

    In the installation upgrade phase, you install and configure the latest versions of the framework files for Serena Request Center and features such as service level agreements (SLA). The solutions that you have implemented from previous releases are supported with the upgraded framework files.

  • Solutions Upgrade

    In the solutions upgrade phase, you import new solution files and merge changes into your current solutions. Before attempting this upgrade, review the list of changes to determine the benefit of upgrading your solutions.

For upgrade instructions, refer to the Serena Service Manager On-Premise Upgrade Guide or Serena Service Manager On-Demand Upgrade Guide.

Installer Components

The installer delivers three components:

  • Solution Files – Solution files are process app snapshots and blueprints that contain the latest changes and updates for the Service Manager process workflows and data models.
    The following Service Manager solutions are delivered by the installer:
    • Serena Request Center
      • SRC - Starter Pack Forms - IT
      • SRC - Knowledge Management
      • SRC - Service Request
    • Serena Service Manager
      • SSM - Change Management
      • SSM - Configuration Management System
      • SSM - Problem Management
      • SSM - Incident Management
      • SSM - Asset Management
      • SSM - Integrations
  • Framework Files – The framework files augment your underlying installation and enable certain features in the Service Manager process apps. The framework files include new templates, images, and code that are backward compatible with your existing installation.
  • Service Level Agreement (SLA) Files – SLAs define the level of service that an organization commits to its customers. SLAs contain performance metrics that correspond to these commitments.

Third-party Tools

For more information regarding third-party software copyrights and license information, refer to the files under "My Downloads" or "Product News" at http://www.serena.com/support.

What's New?

The following features and changes are new in this release.

Request Center Improvements

Knowledge Management Improvements

Asset Management Process App

Change Management Improvements

Additional Improvements

Request Center Improvements

  • Multi-level Catalog Categories

    You can now organize service categories into containers. This enables you to create nested categories of service requests.

    See Multi-Level Categories in action.

  • Services Assigned to Multiple Categories

    You can now associate a service request with multiple categories.

  • Request Search by Item ID

    Users can now search for items by Item ID on the Requests and Approvals tabs. To be included in Item ID search results, items must be returned by the reports specified for these tabs.

  • Service Request and Category Searches

    Users can now search for information in the summary and description for service requests and for information in the description for service request categories.

  • Standard and Compact Service List

    Users who navigate away from the Home page on the service catalog can now view the service list in Standard or Compact mode. Standard mode shows a large icon and the service summary; Compact mode shows only a small icon. From Compact mode, users can expand the service to see detailed information.

    Administrators can set the default view mode on the Request Center Properties page.

  • Easier Access to Submit Forms

    Users can now click anywhere in on a service request to open a submit form.

  • "Close on Submit" Option

    You can now choose to close forms after users submit a request or to present submitted requests to users so they can view and act on them as needed.

  • Custom SLA Information

    You can now choose to show or hide SLA information for service requests. When SLA information defined for the service project is shown to users, you can now choose to show alternative information instead.

  • Migrate Service Definitions and SLAs

    On-premise customers can now define service requests and Service Level Agreements (SLAs) in one environment, export them, and then import them into a different environment. This enables you to establish service requests and SLA in a test environment and then easily migrate them to a production environment. For detailed instructions and more information about this experimental feature, see solution S141047.

Knowledge Management Improvements

  • Native Rich Text Editor

    The Knowledge Management process app now uses SBM's native Rich Text Editor. To begin using the native editor, promote the new Knowledge Management process app. If you decide that you do not want to promote the new process app, but you want to use the new editor with your existing Knowledge Management process app, follow the steps in solution S141033.

  • Streamlined Custom Templates

    Article contributors and publishers can now create custom article templates that are associated with article types.

    Templates are primary items submitted into the Knowledge Management - Templates project. Once submitted, they are available for articles.

  • Bulk Article Imports

    You can now easily import articles from a spreadsheet using the Import Data feature in SBM Application Administrator. This enables you to quickly populate the Knowledge Center with articles from another system.

Asset Management Process App

Service Manager now includes the Asset Management process app. You can use this process app to track the acquisition, ownership, and value of financial assets throughout their life cycle.

See Asset Management in action.

Asset management helps you monitor requests for assets, track business and financial approvals, and calculate depreciation value for each asset. You can easily report on assets by department, assets near warranty expiration or disposal date, recent expenditures, and inventory by asset type. You can also quickly see year-to-date depreciation numbers, along with depreciation of assets by department.

This ITIL-compliant process is fully integrated with the Configuration Management System (CMS) and the Service Requests process apps.

If you decide that you will only promote the Asset Management process app (and not the newest versions of the Configuration Management System (CMS) and the Service Requests process apps as well), refer to solution S141054 for details on integrating the new Asset Management process app with your existing process apps.

Change Management Improvements

  • Change Approval Process

    The approval process for changes now includes voting and comment tallying by Change Advisory Board (CAB) members.

    In addition, emergency changes now follow a separate path, which includes an approval process for the Emergency Change Advisory Board (ECAB).

    To support this change, the Advisers role has been added to Change Management, along with the Change Advisers and Emergency Change Advisers fields.

  • Change Proposal Workflow

    Use the Change Proposals workflow to manage proposals that need to be assessed and approved. You can create RFCs from proposals or link existing RFCs to proposals.

  • Development Changes for Requests for Change (RFCs) and Problems

    A new Status field enables you to categorize changes and problems as development, production, or mixed.

  • Standard RFC Types

    To comply with ITIL standards, "pre-approved" change types have been renamed to "standard" change types.

Additional Improvements

  • "Submit on Behalf"

    Users assigned to most Incident Management and Service Request roles can now submit incidents and requests on behalf of other users. To do so, submitters should select the other user from the Affected User field on the Submit form.

  • Attachments Copied for Converted Incidents and Service Requests

    When service requests are converted to incidents, files attached to the service request are added to the incident. The same is true when incidents are converted to service requests.

  • Role Name Changes

    Role names in all Service Manager and Service Request process apps have been standardized. For example, role names no longer include the process app as a prefix.

Known Issues

For a complete list of known issues and potential workarounds, refer to the Knowledge Base.

  • If you are using a previous version of Service Manager, such as version 3.0, but you upgrade to SBM, some forms may have display issues. To solve these problems, redeploy process apps that contain these forms from SBM Composer.
  • Links to Knowledge Center articles on Knowledge Management forms cannot be opened by clicking the link directly. To work around this issue, copy the link by selecting the text, select Copy, and then paste the link into a new browser window. This problem only occurs for Service Manager customers using SBM
  • The getFieldValue and setFieldValue JavaScript methods do not successfully pass images from one field to another if you are using SBM To work around this problem, either do not include images in your templates or upgrade SBM to 10.1.5 or higher.
  • When Service Manager is used with SBM, the Post RFC form in the Configuration Management System (CMS) process app does not fully load.

    To work around this problem:

    1. Open the CMS process app in SBM Composer.
    2. Edit the Baseline Submit form.
    3. Edit the Form Load: Set Config Version form action.
    4. Configure the form action and the Javascript to:
      var configVersion =GetFieldValue("Active Version Number");
      if (isNaN(configVersion)) configVersion =Number(configVersion.replace(",","."))+1 
      else configVersion = configVersion+1
      SetFieldValue("GEN_VERSION_NUMBER", configVersion.toFixed(2).toLocaleString(), false); 
    5. Deploy your changes.