New online training for Service Support Manager

New online training for Service Support Manager

Micro Focus Education is pleased to announce a new online digital learning course

SSM 100 – Service Support Manager Essentials

Course Features

• Developed with Micro Focus ART

• Self-paced, with tracking and graded exam

• Interactive software simulations with voice-over and closed captioning

• Online resources include exercise scenarios and process app workflows

Course Registration

$300 for online access for 1 year; Free for Micro Focus employees

Search for SSM 100 from http://www.microfocus.com/training or use this direct link:


Course Description

This course provides the concepts and skills to work with Service Support Manager (SSM) applications and to configure Service Request Center (SRC).

Audience/Job Roles

This course is intended for Service Support Manager (SSM) users and administrators.

Course Objectives

Upon successful completion of this course, you should be able to:

• Work with Incidents, Problems, and Change Requests 

• Configure and use CMS for asset management

• Configure and use SRC for service fulfillment


Course Topics



Module 1: Understanding SSM Concepts

·         Identify and explain SSM terms and concepts

·         Identify how SSM supports ITIL

·         Explain the functions and relationships between SSM applications

·         Identify the function of SRC

Module 2: Working with Incidents and Problems

·         Submit an Incident

·         Associate an Incident with a Configuration Item

·         Assign an Incident to a Queue

·         Escalate an Incident

·         Associate an Incident with a Problem

·         Assign a Problem to a Technical SME

·         Investigate and Resolve a Problem

Module 3: Working with Change Requests

·         Submit a Change Request

·         Assign a Change Request to a Change Manager

·         Perform a Risk Analysis

·         Link a Change to an Incident and a Problem

·         Approve a Change

·         Assign a Change to an Implementation Team

·         Publish a Knowledge Base Article about a Change

Module 4: Creating Configuration Items

·         Create a record for an Asset

·         Transition an Asset from Planning to the Acquired state

·         Link an Asset to a new Configuration Item

·         Transition a CI from Classification to the Active state

Module 5: Customizing SRC

·         Change the Service Request Center logo

·         Add a URL tab to SRC

·         Add a Service Request to SRC

Course Assessment

·         Test your understanding of SSM terminology and concepts


Learning Path

SSM is built and administered with Solutions Business Manager and uses the SBM runtime engine. It is recommended that the SSM student also attend SBM training.

• SBM 100 – SBM Essentials

• SBM 120 ‒ SBM for Users

• SBM 200 – Designer and Administrator

• SBM 300 ‒ Advanced Designer

• SBM 400 ‒ Orchestration and Scripting



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New Search Features in SBM 11.5

Check out these exciting enhancements to the Search feature in SBM Work Center, available to you starting in SBM 11.5.

Regular Expressions

Work Center now supports searching for work items using a regular expression, which is a powerful search method that utilizes pattern matching to help you find work items. To search using a regular expression, select the RegEx option on the Work Center search page, and then enter your search query. For a list of operators that are available, refer to the SBM Work Center Guide or help.

Advanced Search

Have you ever used Advanced Search in User Workspace, and wished the same feature was available in Work Center? Well, now it is.

What’s cool about Advanced Search is that you can search all kinds of tables in addition to the primary table (if you have the appropriate privileges): auxiliary tables, archived tables, and notes/attachments. 

For example, let’s say I want to sort through all of the string IDs in the IDM application that have to do with the calendar. I select String IDs from the Search in Table list (see above), and then enter “calendar” as my keyword:

Here are my results: 

URL Attachments

While Advanced Search enables you to search notes and associated attachments, the main keyword search now enables you to search the names and addresses of attached URLs.

Below, you can see that I searched for items containing the keyword “Micro Focus.” In my results, all items with the attached URL named “Micro Focus” appear.

Search Results

Lastly, you can now choose how many fields you want to appear in each row of your search results. This option is available in your user profile on the Search tab:

If I set this to 5, then 5 fields will appear in a row in my search result:


We hope these search features make your SBM life easier and more efficient. Happy searching!


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New Administrative Changes View in SBM 11.5

In SBM, it’s useful to be able to analyze administrative changes, especially when you suspect changes to the system may have caused setup or security issues. In previous releases of SBM, you would have to query the TS_ADMINCHANGES and TS_ADMINCHANGESVALUES tables in the database to view these changes. Now in SBM 11.5, you can easily view administrative changes within Application Administrator.

The Administrator Changes view (available under the More category) displays the type of change made, the timestamp of the change, the administrator who made the change, the affected table name and record, and the value that was changed. Here’s an example of some of the changes you might see:

Click in the Changed Values column to view the prior value and new value.

To filter the list of changes, click Filter. Let’s say I want to view all changes that have been made involving the user Kathy. In the Record Name field, I enter “Kathy.”

Here are my results:

To see which privilege changed for Kathy, I can click Changed Privileges in the Changed Values column. Now I can see she was granted the Remote Administration privilege.

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New @user Mention Feature Available in SBM 11.5

You may already use a “mention” feature in other applications you use—it’s an easy way to catch another person’s attention within the context of a post. Wouldn’t it be handy to be able to do that from a work item in SBM?

Starting in SBM 11.5, you can. In an item’s text field or note, simply type “@” followed by the user’s login ID, and the user will be sent an e-mail notification.

For example, let’s say my team is collaborating on a particular issue, and we’ve met to discuss the issue and assign action items. I’ll add a note to the issue and mention the applicable users by typing @laura and @rhadika (highlighted below).

Once I add the note, Laura and Rhadika will each receive an e-mail notification similar to the following:

Handy, right? This means I don’t have to send a separate e-mail from the issue; I can just notify the users within the context of my note.


How does this work behind the scenes? SBM now provides a new “Any [item] mentioned user” notification and associated rule with every process app. Within the rule is a new Mentions operator. The default notification is set up so that when the current user is mentioned in a text field or note, a notification is sent to that user.

You can use this notification as-is or create a custom notification and rule that use this new Mentions operator.


To make sure that users receive a notification when they’re mentioned, subscribe them to the notification on the Subscriptions tab:

That's all there is to it!  Once you subscribe your users, make sure to let them know that they can now mention other users in text fields and notes.  When they thank you for the info, you now have a great pun to use as well. 

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Allow a User Web Portal to Automatically Sign a User into SBM

Recently, SBM has been used in conjunction with portal websites.  Once a user is logged into a custom web portal, it may be undesirable for the user to be required to also be forced to enter their password to login to SBM.  Why not just use the successful authentication to the portal site to authenticate the user to SBM?  This is now possible as of SBM 11.3.1 with the use of Single Sign On.

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