Promoting the Serena Service Manager Snapshots

Perform the following steps to promote the Service Manager snapshots.

  1. Log in to SBM Application Repository using the following URL:
  2. Select the Snapshots tab.
  3. In the Sources drop-down list, select Serena Service Manager.
  4. Promote the snapshots (in no particular order) by performing the following steps:
    1. Select the snapshot, and then click the Promote icon.
    2. On the Destination page, select the destination environment, and then click Next.
    3. On the Entities page, select which entities to import. It is recommended that you import all of them, but it is not mandatory.
      Important: Select the Merge conflicts option if you have already promoted the snapshot to the target environment and you want to preserve changes that you made to the existing application. For example, if you want to keep new user roles that you added to an application, select the Merge conflicts check box to preserve them in the target environment after the promotion. If Merge conflicts is not selected, the existing entities will be deleted in the target environment.
      The following tables describe which options must be selected for each snapshot and which are optional.
      Table 1. Entities
      Type Notes
      Projects Mandatory.
      Notifications Optional, but suggested. Not importing notifications means that no notifications will be available until you create them.
      Notification Rules Optional, but suggested. Not importing notification rules means that notifications will not be sent within the workflow until you add new notification rules.
      Reports Mandatory.
      Auxiliary Table Data Depends on the process app. See the following table for more information.
      Transition Groups Mandatory.
      Mailboxes Mandatory.
      User Field Selections Mandatory.
      Templates Mandatory.
      Table 2. Auxiliary Table Data
      Snapshot Notes
      SSM - Asset Management
      • Cost Center: Not required.
      • Depreciation Types: Mandatory.
      • Hardware: Not required.
      • Leasehold: Not required.
      • Location: Not required.
      SSM - Change Management No auxiliary tables or data.
      SSM - Configuration Management System
      • CI Categories, CI Sub-Categories, CI Sub-Category Types: Recommended, but not required. If you do not import the table data, you must populate the tables with data before using Service Manager.
      • Relationship Types: Strongly recommended. If not, you must add relationship types before you can create relationships between CIs.
      • Model Numbers, Relationships, Software Platforms: Not required. Note that these tables do not contain data and selecting them to import will have no effect.
      • Vendors: Mandatory.
      SSM - Incident Management
      • Resolution Codes: Not required.
      • Symptom Codes: Not required.
      SSM - Integrations
      • CI Events: Mandatory.
      SSM - Problem Management
      • Workarounds: Not required. Note that these tables do not contain data and selecting them to import will have no effect.

      Once you have finished making your selections, click Next.

    4. If no mappings are needed on the Mappings page, click Next.
    5. Review the information that appears on the Summary page, and make adjustments as needed. Click Promote to finish the operation.
    6. Click the refresh icon, and check the Last Promoted column to verify that the promotion succeeded.
    7. Repeat this process for each snapshot in the solution.

The Service Manager apps are now accessible and ready for implementation. Complete the tasks described in Post-Installation Tasks, and then continue to Serena Service Manager.