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Announcement 1 CA ITSM - Ask a Question, Get an Answer (December 14 - December 21)
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Is possible on the close activity send the resolved comment. For example, my customer resolve the ticket and notify to the end user, then after 3 days the the auto close activity close the ticket and send an email to the end user whit the link to survey, my customer want see on the notificattion the description and the analist's comment who… (Show more)
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Click to view contentSDM 14.1.x, 17.1.x   Background:  We are in a MSP organization and are developing procedures to onboard new tenants.  The current situation requires separation of duties between DEV and PROD; so we have to hand off all procedures and files during development to the PROD team - who do not have access to DEV or QA.   We gather core information… (Show more)
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Can the priority "Description" field be added to the Request ticket form so when the priority field is set to 1, the priority description field shows the text High?   I don't want to change the Priority field (symbol) to show 1 - High as that would require several changes (reports, scoreboard queries, etc.) to now reflect the change where as if I… (Show more)
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Hi Team   How can we get surveys answers in xtraction dashboard submitted by the end users? does xtraction support this?
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Click to view content  It's great that we have such a vibrant community to get quick answers to questions and gain product knowledge! We have very active members jumping in to help others out all the time. The goal of the community is to respond to every members' question so that no one goes away "empty handed". Shoutout to the following members who provided tips and…
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Daniel Becker Bighelini
If you are tired of having to access the application servers of the CA Service Desk Manager (SDM) tool to query the log files, do not miss this video. This customization was done using the languages PERL, Spel, HTML and Javascript. Enjoy!
Video preview image▶︎
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We want to show only the categories to the change type which is selected on the Change form. We know that the category has a field type, so category is already mapped to which change type it has to go. Only thing I need here is to show only the list of categories below to the change type.   I have changed the category from dtlhier to dtllookup… (Show more)
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Hello team. Has anyone installed CA SDM 14.x or 17.x on Linux SUSE? We're having a trouble (Install.log file is attached)   - We're running installation with "srvcdesk" user which has rights to execute SUDO commands. - Installation path is "/opt/ca" (a file system with 50 GB is mounted on it), but when installing the wizard tries to create/use… (Show more)
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The switch of the sql database cluster may need 20 minutes. During this time, the database is not available. The cache of SDM process are not in good state (bpvirtdb, webengine, domsrvr) . We have to restart the bpvirtdb, webengine domsrvr...   We would like to avoid to stop SDM before to do the sql cluster switch, then restart SDM   We would…
Hi Team, I've uninstalled the ITPAM-Options in Service Desk Manager Version 17.0. Now I want to upgrade to 17.1 but in the product integration selection the process automation integration flag is checked an I cannot uncheck it.In the next step the provider URL etc. for the itpam integration has to be specified, but it is not possible to do… (Show more)
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