Managing Users

Use the following general steps for establishing user accounts:

Determine the types of user accounts you need.
To better manage sets of users, log in to Application Administrator, and then create groups, such as "Release Engineers" and "Product Owners."
Add accounts for each active user.
Assign users to the applicable groups you created. This will ease the process of assigning users to roles.
Assign groups to roles in each process app.

Types of Users

Before you add user accounts, consider the types of users you need. This helps you determine the product-access level you should assign to each user.

For example, Serena Request Center has two distinct types of users: requesters and fulfillers. Requesters are those who request IT services, such as logging a ticket to report a problem and asking for additional network access. Fulfillers are those who respond to requests by either directly working on them or by managing incoming requests to ensure that an organization's activities are streamlined.

Use the following information to determine which product-access type to assign to each set of users:

Occasional User
Assign to users who will use Serena Request Center to submit IT service requests. These users can also view and update the requests and proposals that they submitted.
Regular User
Assign to users who will fulfill requests.
Managed Administrator
Assign this product-access level to users who will configure Serena Request Center, administer your process apps in SBM Composer and Application Administrator, manage user accounts, and other administrative duties. By default, this product-access level is automatically granted to the user who establishes your on-demand account.

Adding User Accounts

Each active user in your system must have an account that includes:

Name and e-mail address
Product-access level
Group membership (optional, but recommended)

To add user accounts, log in to Application Administrator, and choose one of the following methods:

Select the Users icon and manually add individual user accounts.
Select the Import Users icon to import users from a spreadsheet.

For details steps on adding or importing users, creating groups, and assigning users to groups, click Help in Application Administrator.

Assigning Users to Roles

After you establish accounts for each user in your system, assign these users to applicable roles in Application Administrator using the following guidelines.

Product-access Level	General Guidance	Example
Occasional User	Assign these users to roles intended for IT customers and planners who submit requests and who need to view and update their requests later.	Incident Users (SSM - Incident Management) Service Request Users (SRC - Service Request)
Regular User	Assign these users to roles intended for IT staff who will fulfill requests submitted by IT customers.	Level 2 Techs (SSM - Incident Management) Editor/Publisher (SRC - Knowledge Management)
Managed Administrator	Assign these users to roles intended for users who will administer the process app in Application Administrator, SBM Composer, and Application Repository.	CMS Administrator (SSM - Configuration Management System) PM Administrator (SSM - Problem Management)

Product-access Level

General Guidance

Example

Occasional User

Assign these users to roles intended for IT customers and planners who submit requests and who need to view and update their requests later.

Incident Users (SSM - Incident Management)

Service Request Users (SRC - Service Request)

Regular User

Assign these users to roles intended for IT staff who will fulfill requests submitted by IT customers.

Level 2 Techs (SSM - Incident Management)

Editor/Publisher (SRC - Knowledge Management)

Managed Administrator

Assign these users to roles intended for users who will administer the process app in Application Administrator, SBM Composer, and Application Repository.

CMS Administrator (SSM - Configuration Management System)

PM Administrator (SSM - Problem Management)