Administration → Serena Service Manager → Preparing Applications for Use → Enabling Notifications
Notifications keep users and staff aware of changes to items. These notifications are contained in the application snapshots that were promoted during installation.
After the snapshots have been promoted, the administrator must grant allow subscription privileges to the users who will subscribe to the notifications. Once a user has been allowed subscription to a notification, the user or the administrator can subscribe the user to a notification. The administrator grants these privileges using SBM Application Administrator.
Users manage subscriptions on the Notifications tab of their User Profiles, where they can subscribe or unsubscribe to notifications.
Service Manager contains specialized notifications and notification templates in addition to the default notifications usually available with SBM applications. The following are the default notifications available for a deployed process app:
The following table explains additional or modified notifications available with each process app:
|Application||Notification Name||Modification to the Notification|
|Incident Management||IM - Incident submitted which affects me||Notifies Affected By user and Additional Contacts users when an incident is submitted.|
|Incident Management||IM - Automatic Escalation to L2||Notifies when incident is moved to the Investigation & Diagnosis state.|
|Incident Management||IM - Resolved||Notifies Reported By, Affected By, and Additional Contacts users when incident is moved to Resolved state.|
|Incident Management||IM - Resolved Repeat Cancel||Notifies user when an incident moves from the Resolved state.|
|Incident Management||IM - Resolved with Workaround||Notifies Reported By, Affected By, and Additional Contacts users when an incident is moved to the Resolved by Workaround state.|
|Change Management||CM - Change Closed||Notifies the submitter and the user selected as the contact when the change request is closed.|
|Problem Management||PM - Problem Closed||Notifies the submitter and the user selected as the contact when the problem is closed.|
|Problem Management||PM - Problem submitted which affects me||Notifies Affected By user and Additional Contacts users when a problem is submitted.|
|Configuration Management System||CMS - Configuration Item submitted||Notifies users that the configuration items they submitted were submitted successfully.|
Service Manager also contains specialized notification templates. For on-premise installations, these templates are prefixed by ITSM and are installed into the following directory:
Copyright © 2012–2016 Serena Software, Inc. All rights reserved.