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2015

Craziest_Ticket_V2_1500x300.jpg

 

   It’s Wednesday, and you are just going through your day, keeping pace with resolving new helpdesk tickets. But then – you see a ticket assigned to

   you that has an insane request in it. What do you do? You sit there in silence dealing with the aftershock.

 

   Does it feel like no one is there to experience this moment with you?

 

   You may laugh, cry or just be entertained, not able to share your experience with others that may have similar HORROR/FUNNY/SHOCKING stories to tell...

 

  Here is your short window of opportunity to share that crazy story with the rest of the ITSM community...

 

  Tell us about the Craziest Ticket you’ve ever received, and you’ll have a shot at getting a free pass to CA World®‘15 in Las Vegas with a free therapy

  session. There, we said it.

 

  To enter, simply type your response below in the comments section. Easy enough, right? All entries are subject to the Contest Terms and Conditions.

 

Submissions need to be made by no later than Oct 2nd and winners will be announced by Oct 8th – giving the winner enough time to plan the trip.

 

  We encourage you to vote for each entry by giving it a "Like". This will help us determine the most popular entries which we will

  use as one of the indicators to select a winner.

 

  To get you started, here is one story we thought was hilarious...

 

  “Craziest ticket I received was from an employee who received a new company Mac and was in the process of setting it up. Whenever he moved the mouse right, it moved left, and

   when he moved it left it would go right. I asked him which way the Apple logo was facing, he said it was facing away from him. I told him to turn around the mouse, and that it was

   backwards and he didn’t say a single word after that and just hung up ...”

 

  Good luck,

 

  CA Service Management Committee

 

Dear Community Member,

 

We are gearing up for providing you a preview of the next cumulative refresh of CA Service Management - 14.1.2 (TUCSON). Please join us on October 6, 2015 to kickoff the hands-on validation.

 

Invite and other details are available through the validation system - https://validate.ca.com/project/home.html?cap=56CC3F74B65B400EB7AC9F56774184FE

 

If you have not registered yet, register here - https://validate.ca.com/callout/?callid=23AFCFCE2A804319A349552F69BBE2AD

 

We look forward to having you join us !

 

The CA Service Management Product Team

profile-image-display.pngOnce 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 Timur Alimov Lead Specialist, JSOC Bashneft.

 

Location: Ufa, Russia

Current Gig: Specialist

One word that describes how you work: Flexible

How do you use CA Communities and any suggestions for others? Finding solutions and inspirations for own researches. Once I have joined the Community, my professional skills have started to grow faster, so I recommend it at least in read mode.


Mac or PC? PC

Mobile Device? Motorola Android Smartphones

Apps/software/tools you can’t live without? Notepad++, Google Chrome, BareTail

Besides your phone and computer, what's your favorite gadget? Sony/Minolta film/digital cameras

What’s your daily work space like? My colleagues calling it "Balding corner" because we have very small amount of space and it fully filled by PCs

How do you balance life/work? There is no load balancer in my current version

Best advice you can give and you have received? I think that recipe of success is to find something that you will do better than others

What everyday thing are you better at than anyone else? I'm kind of perfectionist and as we know : "There is no limit to perfection"

If you haven't already registered for CA World '15, what are you waiting for?

 

Early bird registration ends September 30th at midnight, so there's still time to take advantage of special community member pricing. CA Community members get an Early Bird rate of $1,295. After September 30th, regular $1,995 pricing applies.

 

And we’re very excited to announce that everyone who registers during the Early Bird timeframe will receive a Buy One, Get One (BOGO) complimentary pass for a colleague! So bring a colleague for free! (Some exclusions do apply).

 

CA World - Service Management Program Guide


11 Reasons to head early to CA World '15: Deep dive ITSM sessions!

 

CA World '15 Registration is Open. We hope to see you in Las Vegas.

Gutis

ObjectX Basics

Posted by Gutis Champion Sep 15, 2015

 

I have decided to do some research and create object by the means of functionality as close to incident as possible

WARNING: if you allergic to spel code, triggers or schema modifications don’t waste your time by reading this post.

   

Step 1 Table.

 

I have created the following table:

 

////////////////////////////////////////////////////////////////////////

// Factory:   zobjectx (objectx)

////////////////////////////////////////////////////////////////////////

 

OBJECT zobjectx {

  DISPLAY_NAME "objectx";

  ATTRIBUTES zobjectx {

    customer SREL cnt;

    delete_flag SREL actbool

      REQUIRED

      {

      ON_NEW DEFAULT 0;

      };

    description STRING 4000;

    open_date DATE

      WRITE_NEW REQUIRED

      {

      ON_NEW DEFAULT NOW;

      };

    requester SREL cnt

      REQUIRED

      {

      ON_NEW DEFAULT USER;

      };

    last_mod_dt DATE { ON_CI SET NOW; };

    last_mod_by SREL cnt { ON_CI SET USER;

                           ON_NEW DEFAULT USER; };

  };

  FACTORY zobjectx {          

    STANDARD_LISTS {

      MLIST OFF;

      RLIST OFF;

    };

    REL_ATTR id;

    COMMON_NAME description;

  };

};

 

 

Step 2. Security

 

Since I want to manage security by standard means I need to enable data partitions and functional access functionality for my object

 

  1. Functional Access -  I have created the following functional access record

        

Defined this functional access for my table:

 

   

  1. Data Partitions – Since it is not possible to do this from interface, we need to load it by using pdm_load

     

    pdm_load –m –i –f dp.load

     

    content of dp.load:

     

    TABLE Controlled_Table

                  del desc obj_name sym

                  { "0" ,"Object X" ,"zobjectx" ,"Object X" }

     

    After that it is necessary to recycle service of CA SDM

     

    Ok now it is possible to define data partitions for my objectx

    

Step 3 Forms:

I have created files detai_zobjectx.htmpl and list_zobjectx.htmpl from the template files in bopcfg (detai.template; list.template). Files attached.

 

Step 4 Scoreboards:

Now I have object and forms, next I would like possibility to define scoreboards for my custom object, and have default filter for inactive objects.

 

Since I need to do some modifications that cannot be controlled by pdm_wsp, I created objectx.mod file where I place schema modifications that are needed for scoreboards

 

Content of object.mod

 

////////////////////////////////////////////////////////////////////////

// Factory:   zobjectx (objectx)

// Description: Fac_Attr_Entry zobjectx

////////////////////////////////////////////////////////////////////////

OBJECT zobjectx {

  FACTORY zobjectx {

    DISPLAY_GROUP "stored_query";

  //domset used for user scoreboard counts

    DOMSET scoreboard_user_bin "id" "" DYNAMIC ;

STANDARD_LISTS {

  WHERE "delete_flag = 0" ;

  MLIST OFF;

  RLIST OFF;

};

 

  };

};

Now I can define stored query and scoreboard for the type ObjectX

 

Conclusion:

 

  1. I have created custom object
  2. I can fully control security for this object
  3. I can write stored queries and scoreboard
  4. I have main forms for my object

  

 

 

Next I will look for the way to create activity log for my object, enable notifications for it and etc. If anyone have experience with that please share your knowledge.

 

Let’s face it. Transitioning to a new version of a solution often takes a lower priority for business and IT stakeholders than daily operations. Because of this, you need a better way to understand and perform upgrades.  You also need upgrades to be easy, complete and at a low cost.

 

With CA’s latest Service Management Upgrade Services, you can upgrade seamlessly, leverage the latest features, thus gaining more value from your ITSM investment.


Learn about strategies to help you with a seamless upgrade leading to:

  • Increased user satisfaction and adoption
  • Improved productivity for all employees
  • Easier administration
  • Reduced business risk
  • Less scheduled downtime/business impact
  • Better alignment with business objectives
  • Shorter time-to-value for new services


Presenters

Titus Moore, Avneesh Bhatnagar, Adam Frary and Allen Houpt


WebEx Recording: Recording Information

YouTube Recording: Back Dated Releases Are So 2013 – CA Service Management Upgrade Services Webcast Replay

Presentation: CA Service Management Upgrade Services


 

It's here!! The new CA World Program Guide for Service Management.

  

Here is the easiest way to uncover what CA World offers you as an IT Service Management professional.  The Service Management Program Guidehttp://www.ca.com/~/media/Files/lpg/ca-world-15/caw15-program-guide-itsm.pdfidentifies:

        • all the service management education, Program Guide Banner.jpg
          customer, partner and CA expert sessions
        • what days the sessions will be presented

        • customer and keynote speakers

        • what products will be demonstrated

 

Detailed session descriptions can be viewed in the on-line CA World Session Catalog (go to Advanced Search and select Service Management from the Area of Interest drop-down box). 

 

You can find additional info at the CA World website

 

Offer: Buy One, Get One FREE and Community Member Discount

Register for CA World before September 18, 2015, and you’ll get a FREE registration pass for a colleague. Some restrictions apply.

 

Hope to see you there!!!

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.


NEW CA Service Management Survey. We want to hear from you!

The CA Service Management Product Team has launched a survey designed to gain insight into changes and challenges our customers are facing delivering optimal service and support experiences to their business consumers, IT teams and management.  The results of this survey may be used for validating product direction and strategy, marketing message and more.


Upcoming Events


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

Have a question about CA Service Desk, ITAM and/or CA Service Catalog? Connect with CA Technologies technical experts to get answers via Office Hours for CA Service Management. Our team is here to help you get more out of your technology. Join us for one hour Thursday, September 10th @ 10 AM ET. NOTE - No audio is provided and all Q&A happens via online chat, making it a truly ‘fun’ event.


Back Dated Releases Are So 2013 – CA Service Management Upgrade Services

Let’s face it. Transitioning to a new version of a solution often takes a lower priority for business and IT stakeholders than daily operations. Because of this, you need a better way to understand and perform upgrades.  You also need upgrades to be easy, complete and at a low cost.

With CA’s latest Service Management Upgrade Services, you can upgrade seamlessly, leverage the latest features, thus gaining more value from your ITSM investment.

Join us on Sep 10th to learn about strategies to help you with a seamless upgrade leading to:

  • Increased user satisfaction and adoption
  • Improved productivity for all employees
  • Easier administration
  • Reduced business risk
  • Less scheduled downtime/business impact
  • Better alignment with business objectives
  • Shorter time-to-value for new services


caw15-small.png

Register today and get special community member pricing.


CA Service Management: Going Big at CA World

We have an action-packed Service Management agenda at CA World which is being held Nov 16th to Nov 20th in Las Vegas.  Customers, CA experts and industry analysts will present and engage in conversation about  ideas, trends, experiences and solutions that are fueling transformation in IT Service Management.  Here are some of the highlights:

 

  • Education Sessions:Topics and best practices covering process automation/workflow, reporting/dashboards, change and configuration, software asset management and more.
  • Case Studies: Customers speaking about driving ITSM maturity, user adoption, team approaches to ITSM, change/config management for agile ITSM, effective use of process automation in ITSM, and much more.
  • Technology & Market Sessions: CA ITSM leaders and industry analysts presenting ITSM trends and CA product vision, strategy and roadmaps.
  • Micro-sessions (Tech Talks): Focused, small-group sessions on topics including Knowledge Management, Mobility, ITIL and more.
  • Meet the Experts (Smart Bar): Access to CA product managers, SWAT resources, etc. for one-on-one discussions on ITSM and product topics of your choice.
  • Product Demos: Live demonstrations of current and near-term capabilities for CA Service Management solutions including service desk, self-service/catalog, asset management, reporting/dashboards, and more.
  • And the Fun Stuff: Concert performances by Sheryl Crow and Back Street Boy; Keynotes by Fareed Zakaria - host on CNN, author and columnist, and Steven Kotler - New York Times best-selling author, award-winning journalist and entrepreneur.

 

11 Reasons to head early to CA World '15: Deep dive ITSM sessions!

This is a great opportunity to do a deep dive on some aspects of the products that you have been using, or just to learn more about any of our solutions!


Featured User


Community Member Spotlight for August - Gale Bacon

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 Gale Bacon IT Asset Manager - Principal Support Engineer, CA Technologies.


profile-image-display.jpg


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



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CA Service Management

available worldwide

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Additional Times May Apply


 

Tips and Helpful Information

 

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Check out these Community Hacks in The Water Cooler community!

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Top 10 Ideas

 

right click copy/paste87DELIVERED

Allow Classic Workflow for incidents and request74DELIVERED

Personalize views74UNDER REVIEW

Development to QA to Production Promotion Utility64CURRENTLY PLANNED

IIS web server available for all SDM functionality.61UNDER REVIEW

Multiple file upload53DELIVERED

Allow inactivity timeout be a role based setting rather than a global setting.52UNDER REVIEW

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

Direct paste of screenshots50UNDER REVIEW

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

 

 

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!

 

Regards,

 

Chris_Hackett

Community Manager, IT Business Management

 

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