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• Overview
  • Welcome to Serena Service Manager
    • About This Document
    • Getting Help
  • About Serena Service Manager
    • Additional Information
• Concepts and Processes
  • Process Apps Overview
    • Service Management Process Apps
      • Incident Management
        • Incident Management Overview
          • 1. Incident Creation
          • 2. Incident Classification and Initial Support
          • 3. Incident Investigation and Diagnosis
          • 4. Incident Resolution and Closure
          • 5. Incident Monitoring and Communication
          • 6. Incident Reporting
        • Incident Management Roles
      • Problem Management
        • Problem Management Overview
          • 1. Problem Creation
          • 2. Problem Classification
          • 3. Problem Investigation and Diagnosis
          • 4. Problem Error Assessment
          • 5. Known Errors
          • 6. Problem Resolution
        • Problem Management Roles
      • Change Management
        • Change Management Overview
          • 1. RFC Creation
          • 2. RFC Classification
          • 3. RFC Impact Analysis
          • 4. RFC Assessment
          • 5. RFC Authorization
          • 6. RFC Implementation
          • 7. RFC Review and Closure
        • Change Proposal Management Overview
        • Change Impact Analysis
        • Risk Analysis Calculator
        • Change Advisory Boards and Approvals
        • Change Management Roles
      • Configuration Management System
        • Configuration Management Overview
          • 1. Configuration Identification
            • About Relationships
            • Creating CIs from Events
            • Creating a Service as a CI
          • 2. Configuration Control
            • Understanding Baselines
          • 3. Audit and Verification
          • 4. Status Accounting
        • Configuration Management System Roles
        • Asset Discovery Integrations
      • Asset Management
        • Asset Management Overview
        • Asset Management Roles
        • Asset Management Integrations
    • Service Request Process Apps
      • Service Requests
        • Service Requests Overview
          • 1. Request Creation
          • 2. Request Classification and Initial Support
          • 3. Request Approvals
          • 4. Request Resolution and Support
          • 5. Request Monitoring and Communication
        • Service Request Roles
      • Knowledge Management
        • Knowledge Management Roles
      • Starter Pack Forms - IT
        • Starter Pack Service Requests by Category
  • Serena Request Center Overview
    • About Request Center
      • Service Catalog
      • Requests View
      • Approvals View
      • Knowledge Center
        • Using Knowledge Center Articles
        • Managing Knowledge Center Articles
          • Creating Announcements and Articles
          • Creating Urgent Announcements
          • Reviewing Articles
          • Publishing Knowledge Center Articles
          • Updating Knowledge Center Articles
          • Deleting Knowledge Center Articles
  • Serena Work Center Overview
    • Application Groups
    • Key Metrics
      • Service Management Views
        • Incident Management Dashboards
        • Problem Management Dashboards
        • Change Management Dashboards
        • CMS Dashboard
      • Service Requests Views
        • Service Request Dashboards
        • Knowledge Dashboard
• Installation and Configuration
  • Getting Started
    • Overview
    • Serena Service Manager Installer Components
    • Pre-Installation Checklist
  • Installing Serena Service Manager
    • Installation Process Overview
    • Running the Installer
  • Configuring Serena Service Manager
    • Configuring the SLA Load Level
    • Accessing Serena Work Center
  • Importing the Solutions
    • Troubleshooting Imports
  • Promoting the Snapshots
    • Promoting the Serena Request Center Snapshots
    • Promoting the Serena Service Manager Snapshots
    • Troubleshooting Promotions
  • Post-Installation Tasks
    • Updating Endpoints
    • Preparing the System for Use
    • Setting Authentication for Orchestrations
• Administration
  • Serena Service Manager
    • Preparing Applications for Use
      • Adding Auxiliary Data to SSM Tables
      • Enabling Notifications
    • Common Customizations
      • Customizing the Process Apps
        • Customizing Asset Management
          • Enabling the Service Requests Integration with Asset Management
          • Importing Assets
        • Customizing Change Management
        • Customizing Incident Management
        • Customizing Configuration Management
          • Managing CI Types
          • Associating an Icon with a CI Category
      • General Modifications to Service Manager
  • Serena Request Center
    • Preparing Applications for Use
      • Adding Auxiliary Data to Request Center Tables
      • Enabling Notifications
    • Configuring Request Center
      • Configuring the Catalog View
        • Defining Category Containers
        • Defining Categories
        • Defining Service Requests
      • Configuring the Requests View
      • Configuring the Approvals View
      • Configuring the Knowledge View
        • Assigning Knowledge Center Privileges
        • Creating Article Templates
        • Managing Article Types
        • Managing Categories
        • Importing Articles
      • Customizing the Request Center Portal
        • Using the Image Picker
      • Translating Strings for User Defined Objects
        • Translating Strings Using XML
        • Translating Strings in Application Administrator
        • Promoting Translated Strings
        • Troubleshooting Localization
    • Troubleshooting Request Center
  • Additional Information
    • Managing Users
    • Service Level Agreements
      • SLA Reports
      • SLA Widget
      • Defining SLAs
        • SLA Settings
          • SLA General Options
          • SLA Clause Options
          • SLA Clause General Options
          • SLA Clause Action Options
          • SLA Action Options
    • General Features
      • State Forms
      • Transition Forms
      • Custom Form Actions
      • Working Groups and Suggested Experts Panel
      • Modifying Urgency, Impact, and Priority
      • Custom Help