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All Places > CA Service Management > Blog > 2015 > July

Once a month we'll shine our virtual spotlight on one of the CA Service Management community's members. It's just a fun, easy way for us to get to know one another a little bit beyond our work-related interactions here on the site. This month, we're featuring Tiago Macul, Solution Architect / Pre-sales, CTIS Technologia (SONDA IT group).


São Paulo - Brazil

Current Gig:

Solution architect  / Pre-sales - CTIS Tecnologia (SONDA IT group)


One word that describes how you work:



How do you use CA Communities and any suggestions for others?

CA Communities is a powerfull toll where we can learn and share our knowledge, we all need help, being able to help others is good for everyone and

giving your time to development the communities gives place to share ideas.


Mac or PC?

Mobile Device?

Apps/software/tools you can’t live without?

Phone: Radio U.S.,Bank apps, whatsapp, Tripit

Laptop: Agent Ransack, Word, Excel, VMWare

Besides your phone and computer, what's your favorite gadget?
Kindle, Camera

What’s your daily work space like?

My work is clean using zero waste policy, productive, shared office space, usually I use two monitors in order to be productive and effective while performing the day-to-day tasks.

How do you balance life/work?
Work is our wonderful progress of development for life.

Best advice you can give and you have received?
Education is the best advice to give and to receive, do the best you can, do it at all.

What everyday thing are you better at than anyone else?

I’m not better than anyone else

Maheshwar Kusuma.jpg

Maheshwar Kusuma may be one of our newest support engineers in CA ITC Hyderabad office, but he's no stranger to our products. Maheshwar has Masters in Computing Software Technology from the UK, and has over nine years of CA product experience in his former role as a consultant.

His says CA has been his "dream company"...


"The work culture in support is awesome!"


Though he is new to this location, he already feels at home. He has enjoyed his transition from the implementation as a consultant to the support engineer role and suggests CA Service Management users  get involved in the communities.


"The communities brings users closer together. We can all work as one team and provide added knowledge. It's great to see new faces and learn how they are using the product."


Maheshwar also suggests browsing the knowledge base articles to better equip yourself with knowledge from past cases. By browsing the Self-Service Support content, users are better prepared to ask the right questions or resolve issues on their own.


To learn more about our channels for Self Service Support go to - we've got something for every product!




And here's a throwback thursday... back in 2012 when the CA Hyderabad office had a flash mob outside the building! My favorite part is at 05:57... Man, these guys can DANCE!

Follow the Support Engineer Here

Dear CA Service Management Community Member,


With so much going on in the Service Management Community I have consolidated recent activities in case you missed anything.

Upcoming Events

CA Webcast: Mobility. Social Media. Self-Service, Oh My! Welcome to Today’s ITSM Reality!

Allen Houpt, CA Technologies

Today’s IT consumers want answers to their questions immediately and in the way they want to communicate- no, they are not toddlers with tantrums, rather their productivity is being impacted and they have become accustom to the consumer experience.  Watch this webcast to learn the role mobility, social media, and self-service play in meeting today’s ”service expectations” of IT and tips on how you can use these methods to increase user productivity and satisfaction resulting in the improved perception of IT.

New Member Webcast - July 2015

Are you new to the communities? Or maybe you could use a refresher on some of the site's features?

If so, please join us for our monthly New Member Webcast on Thursday, July 30th at 12pm ET, which will include an overview of the system, a brief demo, and a Q&A session. We want you to get the most out of the CA Communities, so we're holding these webcasts monthly to help!

CA Webcast: Your IT Customers Have Changed, Have You?

Rob Stroud, CA Technologies

IT Service Management (ITSM) has focused on how to manage incidents quickly and effectively and generally speaking, we have become more operationally efficient in these areas, but what we did not foresee was the change in our users. They are comfortable searching for information online and communicating directly through social media – and they might be using tablets and mobile phones to do it. So how does your IT organization adjust especially if your ITSM technology stack is built for traditional communication?  Watch this webcast to learn the steps you can take to introduce new strategies and technology that will help you meet the needs of your modern users. See how these practical steps can help you to improve your customer satisfaction, adoption, and service management cost structure.

Featured User

Community Member Spotlight for June - Giedrius Bekintis

Once a month we'll shine our virtual spotlight on one of the CA Service Management community's members. It's just a fun, easy way for us to get to know one another a little bit beyond our work-related interactions here on the site. This month, we're featuring Gierdrius Bekintis, Consultant, Synergy Consulting.


Thank you for all contributions to the CA Service Management community Giedrius!

The CA IT Asset Manager Customer Feedback Survey – Please Respond


Our CA IT Asset Manager customers are some of the most loyal and passionate customers we have across the entire CA Technologies family.  Your participation in the future of CA IT Asset Manager is what makes this product so special, and it’s a partnership we take very seriously. Your feedback and ideas help us maximize your investment with CA Technologies and take us to even higher levels of quality, customer experience, satisfaction and value.


That’s why I encourage you to let your voice be heard and take the brief CA IT Asset Manager Customer Feedback survey. Your feedback will be key in helping us understand what is or isn’t working.  The CA IT Asset Manager leadership team will review in detail the overall results, and will build out action plans based on your feedback to further improve the overall experience and value you receive from your investment with us.


Click to take the brief survey, which should take no more than 2-3 minutes to complete.


Thank you!


Tips and Helpful Information


MS SQL Server Migration

CA Service Desk - Create a new table - out-of-box

Incident Page for Service Desk Manager 14.1 cumulative#1 Updated

New CA SAM Catalogs (v. 3.9.1) are available

CA Service Management Office Hours: A Live Online Chat (July 2015)

Don't Forget About CA World '15 Discounts for Community Members -- Plus Buy One, Get One

CA Open Space: OnBoarding

PsTools - mirror

SPEL: Register custom webengine OP

HTMPL Default files - CA SDM 14.1 - Brazilian Portuguese

Tuesday Tip - Knowledge Document Versioning

Out of DB Validation - Cannot connect to xxxx - A network-related or instance-specific error occurred while establishing a connection to SQL Server

In AA Setup, HTMPL file publish fails with a Timeout error if there are multiple webengines mapped to the local Webdirector setup on the Application Servers

Configure the Tenancy Settings in CA Service Desk Manager - Screenshots (Brazilian Portuguese)

Fixes published on 22/06/2015(CALL SERVICE DESK FEATURE)

Assignee Field Read-Only after Inc is Created and saved

Tuesday Tip - Dealing with CA Business Intelligence - Service Desk Manager reports in Localized environments

CA Process Automation 4.2 SP2 - Install Guide - Brazilian Portuguese Screenshots

CABI4::. - BOXI - Web Intelligence - Date Formats - How to change date formats - Como formatar datas

Where can I find Spel functions documentation?

ITIL - Glossary of Terms, Definitions and Acronyms

CA Service Desk Manager Load Category using pdm_load - pcat - Prob_Category - Prob_Ctg

Category.xlsx Schema - CA Service Desk Manager Load Category using pdm_load - pcat - Prob_Category - Prob_Ctg

Leap Second on 30-June-2015

Can CA SDM 14.1 be installed on MS SQL 2012 - CA Service Desk Manager

SDM command logger

Carga Estados Brasileiros / Brazilian State load - ca_state_province

CA Usability Survey for Level-1 Support Analysts

Usability Study -- Get Involved!

Does the Service Management mobile app support custom (htmpl) forms for task approvals?

Tip -- Set default filter for Visualizer button on SDM UI

Introducing the 2015 CA Community Champions!

CA PAM - Database test fail - O teste não foi concluído com êxito. Verifique as configurações de banco de dados.


Top 10 Ideas


right click copy/paste87DELIVERED

Allow Classic Workflow for incidents and request74DELIVERED

Personalize views69UNDER REVIEW

Development to QA to Production Promotion Utility64CURRENTLY PLANNED

Multiple file upload53DELIVERED

Easily Convert Incident to Request, and vice versa.50NOT PLANNED

Ability to migrate web forms (htmpl) from one release to another49CURRENTLY PLANNED

Allow inactivity timeout be a role based setting rather than a global setting.48UNDER REVIEW

Create GUI for GRLoader/ADT for CMDB48NEW

Attachments on Configuration Items47DELIVERED


That's it for now folks but I'm sure there will be a lot more soon! Take a moment to get in on the CA Service Management discussions and make your voice heard!





Community Manager, IT Business Management