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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Which User Interface (Shell) are my SBM End Users using?

Which User Interface (Shell) are my SBM End Users using?

Information on which interface your users are using is logged in the Active Diagnostics MongoDB database (SBM Logging Services). Please follow the instructions below to be able to use this information. There is a short video that takes you through step by step available here - Video.

(1)    You need to ensure that (a) the SBM Logging Services is started via Configurator on the server that it is installed on and (b) that the Authentication/Licensing Runtime Configuration is a minimum of INFO.





(2)  To look directly into your Active Diagnostics database you can install the freeware MongoVUE on the server hosting Active Diagnostics. Alternatively, you can “Collect Log Files” in Configurator and take the following file from the zipped logs and diagnose separately - ConfigUtility.mongodb-dump.sbm.diag.bson

(3)  Configure MongoVUE as below where the password is “sbm” in lower case. These are default values.

(4)   The select sbm>Collections> diag. Go to the Table View and select Find (see below for filter criteria.



(5)    When you have selected Find, you can Enter Find Criteria. These are JSON format. The below will give you details of UserId’s and the user interfaces that they are using from a specific time. You can adjust as needed.

Find Criteria: {Shell: {$ne : null}, Msg: "New session",TStamp: { $gte: ISODate("2018-03-19T16:50:20.000Z")}}

Fields: {TStamp:1, Shell:1, UserId:1}

Classic = User Workspace

Swc = Work Center

Srp = Request Center

(6) These can be exported to a .txt file if needed etc..

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Why I Love This Product Essay Contest

We know you love using Micro Focus products, so now’s your chance to tell us about it. The ‘Why I Love This Product Essay Contest’ is a chance for you to tell us how Micro Focus products make your life—and your users’ lives—easier. Whether you’re using ZENworks to manage your endpoint devices or Silk to accelerate the delivery of your applications, we want to hear how much you love Micro Focus products. ONE-T-shirt_smPlus, by entering the contest, you’ll receive a free Micro Focus Community t-shirt.

To participate in the contest, simply send your finished essay to cool.guys@microfocus.com with the subject line that includes the title of your essay as well as the solution group your product falls under. For example: Why Visual COBOL Rocks my World—COBOL Development All entries must be submitted by 10 July 2017 to be eligible.

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How to test GSOAP webservice call

We have all had that issue with the Repository or the Orchestration Engine being unable to get to the gsoap web service URL.  And, this is with all SBM components installed on the same server.  Why can't it get to itself?  Or in the case orchestrations, maybe we cannot figure out why the OE is unable to reach a third party web service.

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How to have SLAs send notification warnings to owners and/or managers set in user fields of at-risk items

Let's say you have a scenario where you would like Owners of items to be notified whenever any of their items are at risk of violating the SLA in 1 hour if they fail to action the item.  Additionally, you might like to have a manager or supervisor (defined in a user field within the item) alerted if the item is still not actioned within 15 minutes of violation.

The problem is when you configure an action for SLAs to send notifications, the available IF conditions of the SLA action or properties of the SLA notification do not give you the ability to create a rule to utilize the (current user) dynamic variable to only send the notification to users populated in selected user fields within the item (such as the Owner).  It only allows you to subscribe particular users statically which would normally be the manager/supervisor that oversees the entire project and needs to be aware of items that may or already have violated SLAs.

In order to fire off notifications to individual users selected in user fields within the items such as the owner of the item or perhaps a particular manager/supervisor that may change based upon the item, you can use the escalation options within that SLA notification to fire off a standard escalation notification in which you can create a normal rule that allows you to include the (current user) dynamic user variable.

Below is the procedure on how to set up such a solution using the aforementioned scenario.  This article assumes you have already setup the terms of your SLA.

First, we'll need to create two escalation email notifications; one for the Owner and one for the Supervisor.  Make sure to check the "Escalation" checkbox so this notification can only be tripped if executed by the escalation parameters of another notification which will be the SLA notification we'll create later.  Make sure to select or create an appropriate message template:

Click the button to the right of the "When" field to create your When rule to restrict the recipient of the email to just the Owner of the particular item.  If you wish, you can also include other user fields by simply repeating the condition with the appropriate user field joined by an "OR" operator.

If you wish, you can define Escalation conditions to continue sending the email to the user every X minutes/hours until the item is actioned as defined by your termination rule, most likely when the item changes state.  Just keep in mind that the title of your notification would remain the same so "1 Hour to SLA Violation" would technically only be true on the first email they receive.  You may want to change it to something open-ended like "SLA Violation Risk" if you decide to have it repeat.

Make sure to subscribe all users and/or groups that will be owners of items in this project.

If applicable in your case, create another escalation notification for the supervisor using the same process with appropriate value changes.

Now we'll need to go into the SLA section of the project to setup two SLA actions; one for triggering the notification to the owner with 1 hour to violation and another for triggering a notification to the manager/supervisor with 15 minutes to violation: 

Under each action, configure the conditions appropriately:

If you need to specify any additional parameters in the 'IF' condition for your use-case, do so here.

Click the icon by "Run notification" to create your SLA notification.  Since we cannot configure this notification to send emails to users selected in the item's various user fields dynamically, we won't need to have it run an action:

Name and save the notification then go under the Escalation tab to configure this notification to fire the escalation notification we created earlier for Owners.  You will need to define a termination rule in order to utilize the Escalation Parameters, but it is logically irrelevant since we are looking to fire the escalation immediately "After 0 minutes":

Save the notification.  Repeat those steps for the Supervisor (or any other) SLA alert action.

Once complete, users will receive notifications of items that are approaching SLA deadlines.

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