Welcome to Service Support Manager 5.3.
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 11.2 or higher as described in the SBM Installation and Configuration Guide.
- If you are installing
11.2, you must update the
installation on each of your client machines.
This applies to SSM with SBM 11.2; if you are using SBM 11.3, you can install or upgrade SSM as you normally would according to the documentation available on the Documentation Center.
After you install SSM 5.3 on your SBM 11.2 servers, copy the 32-bit or 64-bit client installers to each client machine. The installers are located on the SBM Application Engine here:
- SSM is available in English only.
- This document pertains to both the on-demand and on-premise versions.
The following changes have been made to the installer packaging:
- SSM has been rebranded—SSM is now Service Support Manager. SRC is now Service Request Center.
- The SLA features are now powered by the SLA engine that is included with the SBM platform. For details on this change, refer to the upgrades section below.
- The SSM 5.3 framework is powered by SBM Tomcat and requires that you install or upgrade to SBM 11.2 or higher.
- SSM and SRC are the only solutions are delivered by the installer. Release Control is no longer delivered in the same installer as SSM.
- Download SBM 11.2 or higher from https://www.microfocus.com/support-and-services.
- Follow the instructions in the SBM Installation and Configuration Guide to install and configure SBM.
- Verify that SBM successfully installed and configured.
- Download SSM 5.3 from https://www.microfocus.com/support-and-services.
- Follow the install instructions in the SSM Getting Started Guide.
- Installation Upgrade
In the installation upgrade phase, you install and configure the latest versions of the framework files for SRC. The solutions that you have implemented from previous releases are supported with the upgraded framework files.
- Solutions Upgrade
In the solutions upgrade phase, you do one of the following:
- Import the new solutions and promote the process apps to take advantage of the latest improvements.
- Import the new solutions and then compare, merge, and deploy. If there are modifications that you made to process apps that you want to keep, use SBM Composer to compare and merge your changes into the new process apps, and then deploy them.
Before you perform a solutions upgrade, review the list of changes to determine the benefit of upgrading your solutions as opposed to only upgrading the framework files.
For upgrade instructions, refer to the SSM On-Premise Upgrade Guide or the SSM On-Demand Upgrade Guide.
Note the following important upgrade considerations:
- For upgrades, the classic SRC theme is enabled by default. If you want to use the new SRC theme after the upgrade, select Customize | Request Center Properties and change the Theme option to Flat Blue.
- The SLA features are now powered by the SLA engine that is included with the SBM platform and not the engine that was originally included with SSM. In this release, the SLA engine provided by SBM runs automatically after you click Apply in SBM Configurator. For details on stopping the new SLA service from running after SSM is installed, refer to solution S142208.
- If you are upgrading from version 5.2.X, upgrade the SSM
installation and consider skipping the solutions upgrade phase. The process
apps are nearly identical between 5.2 and 5.3, with the exception of updated
forms and an enhancement to the Knowledge Management process app. This means
that you can upgrade from 5.2 to 5.3 simply by upgrading the framework.
If you are upgrading from an older version such as SSM 4.5, you can still just upgrade the framework; however, the 5.X solutions offer several enhancements that you might consider using.
- As of SSM 5.2, the Knowledge Management process app uses SBM's
native Rich Text Editor.
If you are using an older version of the Knowledge Management app
that uses the Aloha text editor, the Knowledge Management app will not work
after you upgrade to SSM 5.3.
This means you must either promote the new version of the Knowledge Management app or upgrade the text editor according to the steps provided in solution S141033. If you are not sure which editor you have, visit the solution for help.
- If you are upgrading from a previous version that included Release Control, the Release Control files are not upgraded by the SSM installer. The SSM installer only upgrades your SSM framework files and delivers the SSM 5.3 solutions to Application Repository.
- If you have an existing installation of Release Control, it will continue to operate after you upgrade to SSM 5.3.
- If you plan to use SSM and Release Control, ensure that you have installed and configured your desired version of Release Control before you upgrade SSM to version 5.3. You cannot run an earlier installer (such as the 5.1.1 installer to install Release Control) after you have run the SSM 5.3 installer.
The SSM installer delivers the following components:
- Solution Files – Solution files are process app snapshots
and blueprints that contain the latest changes and updates for the
process workflows and data models.
The following solutions are delivered by the installer:
- Service Request Center
- SRC - Starter Pack Forms - IT
- SRC - Knowledge Management
- SRC - Service Request
- Service Support Manager
- SSM - Change Management
- SSM - Configuration Management System
- SSM - Problem Management
- SSM - Incident Management
- SSM - Asset Management
- SSM - Integrations
- Service Request Center
- Framework Files – The framework files augment your underlying installation and enable certain features in the process apps. The framework files include new templates, images, and code that are backward compatible with your existing installation.
For specific product issues, contact Support at https://www.microfocus.com/support-and-services.
Additional technical information or advice is available from several sources:
The following features and changes are new in this release.
SRC now includes a new theme with updated, modern styling.
To revert back to the previous theme, select Customize | Request Center Properties and change the Theme option to Classic.
- Allow on Mobile Setting
Administrators who can customize service requests can now select Allow on Mobile to control whether or not a service request appears in the SRC Mobile app. This option is selected by default for all service requests that are provided with SRC.
- Public File Attachments in
You can now attach files to Knowledge Center articles that can be viewed by Knowledge Center end users. Administrators can continue to attach internal files to articles that can be viewed and managed only in SBM.
- Mobile Support for
Mobile support is now enabled by default for all SSM process apps.
For customers who are upgrading to SSM 5.3 and intend to use the mobile client, ensure that the Enable options for Serena mobile app check box is selected on the application in SBM Composer and re-deploy each process app.
Modern forms, introduced with SBM 11.1, use technologies such as HTML5 and .css properties to achieve greater stability in layout and less reliance on scripting overall. In this release, SSM now uses modern forms, which make it possible to offer these advanced features:
- Responsive Forms
Responsive forms enable the layout to adjust to the screen size by wrapping rows to new lines as needed. For smaller screen sizes like tablets and mobile phones, responsive forms eliminate the need to scroll horizontally to view the contents of the form. All scrolling is vertical.
- Required Fields Control
The Required Fields control appears next to the Actions menu, and helps users easily identify and satisfy all the required fields on a form. This control displays the total number of required fields on the form and maintains a running count of empty required fields that remain as users begin to enter data.
- Expand Control
The Expand control appears next to the Actions menu, and enables users to navigate to a section and expand it, while collapsing all other sections. Users can also expand all sections on the form.
- Restricted Display of Transition Buttons
In previous releases, transition buttons appeared on the left side of the form, with secondary transitions and item actions available in the More Actions menu. Now, the form header displays up to three primary transition buttons that represent the usual path through the workflow. The rest of the transitions appear in the Other drop-down list to reduce the clutter on the page, while the item actions appear in the standard SBM Actions menu.
Any forms that you created based on legacy SSM forms will continue to be supported; however, you will not be able to use the advanced features mentioned above.
To convert your forms to modern forms, do the following:
- Make sure the Enable HTML5 features check box is selected in the Form Options tab of the SBM Composer Options dialog box.
- Create a new form based on your existing form, and make sure the Legacy mode check box is cleared.
- Validate the process app and check for form errors.
The SSM - Change Management process app in SSM 5.3 can be configured to work with RLC 6.2. With the integration, you can:
- Automatically add changes to a release package so that they are available as deployment objects in the release packages task collection.
- Automatically transition a change once a release package has been deployed.
For detailed instructions on configuring the integration, refer to solution S142221.
For a complete list of known issues and potential workarounds, refer to the Knowledge Base.
Service Request Center Issues
- The SRC catalog fails to load and an error appears in the browser's console if one of the legacy tab names (Approvals, My Requests, Knowledge) contains a single quote. To work around this problem, rename the tab or contact Support and refer to DEF296606 for assistance.
- Problem Management: Update "Create Tech Note" Value After
With this release, the mobile implementation of the Problem Management application causes the Yes and No values for the Create Tech Note field to be reversed for active problems. To address this issue, follow these steps after upgrading and deploying the new Problem Management application:
SBM Work Center,
create a listing report in the Service Mgmt application group. Make sure to do
- Select Problems as the Report Item Type.
- Add Create Tech Note to the Select Columns to Display list.
- Set the search filter to Active/Inactive = Active.
- Run the report.
- Select the problems that should have Create Tech Note set to Yes, and run a mass update to change the field value to Yes.
- Select the problems that should have Create Tech Note set to No, and run a mass update to change the field value to No.
- In SBM Work Center, create a listing report in the Service Mgmt application group. Make sure to do the following:
Serena, Dimensions, ChangeMan, Comparex, and StarTool are registered trademarks of Serena Software, Inc. The Serena logo, PVCS, TeamTrack, License Manager and Composer are trademarks of Serena Software, Inc. All other products or company names are used for identification purposes only, and may be trademarks of their respective owners.