5. Incident Monitoring and Communication

Serena Service Manager has two main methods to monitor and communicate the status of incidents: notifications and reporting.

The first method is through e-mail notifications, which inform users about the status of incidents. Automated e-mail notifications can be configured to notify users of incident creation, incident transfers, incident resolutions, and incident closures.

For example, you can create a notification that automatically informs incident submitters that they need to update their incident with more information. The submitters can either log in to Serena Work Center using the link in the notification or reply to the e-mail to update their incident.

The notifications are tailored using notification rules and notification templates. Administrators are responsible for editing the notifications and creating the workflow rules. See the SBM Application Administrator Guide for more information.

If you allow users to subscribe to notifications, they can do so in their User Profile in Work Center.

For information on reporting, see 6. Incident Reporting.