The Incident Management workflow in Serena Service Manager is shown below. The states are represented by rectangles, such as Classification and Major Incident, and the transitions are marked with arrows, such as Close and Assign. The process starts with the Submit transition and can proceed along the different transition arrows.
You can view this diagram in SBM Composer or SBM Application Administrator. If you have the "View Workflow Graphically" privilege, you can also view it from the System tab on state forms in the SBM User Workspace. Use SBM Composer to modify the workflow.
