Migrating Service Definitions and SLAs to a Different Environment

ID:    S141047
Published:    13 March 2015
Updated:    02 October 2018

Operating System(s)

  • All Windows


  • Service Manager


Important: This is an experimental feature in SSM 5.2 that you can enable and use at your discretion.  It is not accessible through the general user interface and must be consciously activated.  This feature provides functionality that may be useful to some customers, but has not been subjected to the rigorous testing that is required to meet Serena’s quality standards for generally available products.  By providing this feature in an experimental manner, we hope that you can gain an initial benefit, while providing feedback to Serena on usefulness and potential future direction.  While not considered fully supported, this feature will receive best-effort support by Serena, with defect fixes and enhancements considered for a future release.

In SSM 5.2, you can define service requests and Service Level Agreements (SLAs) in one environment, export them, and then import them into a different environment. This enables you to establish service requests and SLA in a test environment and then easily migrate them to a production environment.


NOTE: This feature is only available with on-premise environments.


The following elements are included in this feature:

Service Definitions

  • Containers
  • Categories
  • Service Requests


  • SLA settings
  • References to notifications used by SLAs

Request Center Properties

Includes global Request Center properties. For details on these properties, refer to the "Customizing the Request Center Portal" topic in the Serena Service Manager Getting Started Guide.

Consider the following information before you migrate service definitions and SLAs:

  • The import process overwrites existing service definitions and SLAs for the applications selected for the import.
  • Users with Remote Administration privileges can perform this task on any application that contains service definitions or SLAs.
  • For best results, limit imports to 2,000 service definitions at one time.


Migration Process

To migrate service definitions and SLAs:

1. In the originating environment, create SLA and service requests, categories, and containers for your applications.
2. Use SBM Application Repository to create snapshots for the applications that contain SLA and service definitions. For guidance, refer to the Application Repository online help or the SBM Application Repository Guide.
3. Paste this URL into your Web browser:
Where "server name" is your originating environment.
4. On the Export tab, select the elements that you want to export. Depending on the service definitions and SLAs in your system, you can select:
• Empty Categories
Applies only to service definitions and includes Request Center properties, such as contact and banner information. Also includes categories that are not assigned any services and empty containers.
• External Web Pages
Applies only to service definitions and includes service requests that reference an external Web page rather than an SBM project.
• Invalid Project References
Includes service definitions and SLAs that reference projects that cannot be detected. For example, if a service request references a project that is later deleted, it will be exported.
• Applications
Applies to service definitions and SLAs. Includes all applications that contain these elements.
5. Export the selected elements. Save the exported .zip file.
6. In the receiving environment, use SBM Application Repository to promote the snapshots you exported in step 2.
7. Paste this URL into your Web browser:
Where "server name" is your destination environment.
8. Import the .zip file you exported in step 5.
9. Click the Details link to view the import log.

Known Issues

• The migration feature only functions in on-premise installations.  It is not available for SSM on-demand. 
• < DEF265723>You cannot update existing SLAs in the destination environment.  You can only create new SLAs.
• < DEF265723>If you have an invalid SLA in your source environment, you cannot migrate it to the destination environment.  The import operation fails if an invalid SLA is found. 

• <DEF263552>The migration feature is not available in Internet Explorer 9.

• <DEF316362>Error exporting data appears with SBM 11.4 (fixed in 11.4.1) - HTTP500: SERVER ERROR - The server encountered an unexpected condition that prevented it from fulfilling the request.


Applies To

Service Manager 5.2

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