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2015

Dear SM Community Members,

 

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". To help further responses to all questions we have the following campaign.

 

 

Have Fun! Help a Fellow Community Member Out!

 

Here's the list of unanswered questions for this coming week:

 

How to enable dashboard for End users?

Ticket activities from Mobile app

assets not assigned to contact

CMDB with pam in service management 14.1

Error report tab

Reference Price - Product/Article

Handle exporting data.

CA Service Catalog widgets

Ca Service Desk URL

 

Thank You All for Your Efforts,

Chris

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 pier-olivier.tremblay   Specialist, SSQ Vie Inc.

 

FB_IMG_1441303558307.jpg

 

Location: Québec, Canada

Current Gig: I’m currently working on Service Catalog, PAM and SCCM to deliver software from a Catalog Request!

One word that describes how you work: Party! (I work in the same way as I party! Hard and listening to electronic music. Yes, everyone ask me how I manage to listen to it all day long…)

How do you use CA Communities and any suggestions for others? I use CA Communities to get access to an amazing collection of powerful brains! I try to figure out everything by myself before asking out. And when I ask on the forum, I try to provide a context to help the other find a solution.

Mac or PC? PC

Mobile Device? Windows Phone! Lumia 1020, waiting for my Lumia 950 XL.

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

Besides your phone and computer, what's your favorite gadget? My DJ Controller. (Yep, electronic music) and my Microsoft Band.

What’s your daily work space like? Monstruous laptop with 3 screen. Two incredible coworkers, one more mature and the other one always throwing out p*nis jokes…

How do you balance life/work? Unless major problem, or project delivery, work stop at 5pm!

Best advice you can give and you have received? Walk to the other side of the problem, and take a look at it from another viewpoint. (I’m not sure how this one will sound in English since it’s almost a direct translation from French but anyway.)

What everyday thing are you better at than anyone else? Make people laugh.

Dear SM Community Members,

 

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". To help further responses to all questions we have the following campaign.

 

 

Have Fun! Help a Fellow Community Member Out!

 

Here's the list of unanswered questions for this coming week:

[REST API] KD Comments

ITAM 14.1 Data importer

How to enable dashboard for End users? 

SDM - installation/update with limited 'sysadmin' for MS SQL

ITAM 14.1 Data importer

Knowledge Comments - Default to KD Owner

Scoreboard nodes doesn't update the count of tickets inside

 

Thank You All for Your Efforts,

Chris

Dear SM Community Members,

 

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". To help further responses to all questions we have the following campaign.

 

 

Have Fun! Help a Fellow Community Member Out!

 

Here's the list of unanswered questions for this coming week:

 

How to enable dashboard for End users?

[REST API] KD Comments 

SDM, version 12.7 - Modify the action description text on the initial activity?

SDM - installation/update with limited 'sysadmin' for MS SQL 

Enable Single Sign-ON (SSO) for CA BI 4.1 without integrating BI with CASD or want to enable SSO for apache tomcat7 on CABI. Anybody done this then pls share the steps/docs

 

SHORT LIST! Let's see if we can get 100% this week!

 

Thank You All for Your Efforts,

Chris

Pushing application changes to production environment has always been a cautious, time-intensive weekend activity for service desk and IT asset management administrators. An administrator would typically create/modify and test customizations, workflows, searches, configurations, and business meta-data in a pre-production environment, collate various elements of 'ready to go' content in one place (in some cases, the source content is manually recreated in the target environment or by moving the full MDB back and forth), ensure compatibility of the content in the target environment, and keep fingers crossed when the content is finally applied to the production environment over a weekend.  Each of these steps requires manual work, has breakpoints, and needs time (more time). But there is a better way now.

 

The Environment Promotion feature in CA Service Management addresses these challenges out-of-the-box by enabling Administrators to plan and execute configuration and content promotion easily and quickly, resulting in valuable time saving during those weekends. Here is how:



 

1. Package all 'ready to go' changes together: All changes can be filtered and listed in one place, and an Administrator can pick 'ready to go' changes before exporting them to a package. It does not require Administrators to manually collate the changes anymore. Underlying dependencies that are not explicitly selected are implicitly packaged behind the scene. And, where needed, business/technical context can be captured, as description, in each package during export.  



 

2. 'Dry run' to avoid import failures: Dry Run helps check a package's compatibility in the target environment, without actually importing it; it enables Administrators to validate the content in the target environment prior to the weekend maintenance window. When packages are pre-validated, it is a matter of push-of-a-button over the weekend.



 

3. Traceability: The information about who imported what and when is recorded by the system for future viewing. The business/technical context, if provided, in packages helps establish why a change came into the production environment, and what all was included in the package.

 



Environment Promotion is a new feature available through CA Service Management 14.1.02 in CA Service Desk Manager and CA Asset Portfolio Management.

Miss this great presentation? Check out the webcast recording and presentation below to learn about exciting new capabilities being made available in CA Service Management. They are being made available as a value pack that doesn’t require a full upgrade. Capabilities include:

 

o Configuration Promotion – A simplified process to move configuration changes through Dev, QA, UAT to PROD environments

o Common Patch Installer – Simplifies patching of solution components

o Community-driven Enhancements – Includes MDB level setting, search personalization, SDM attributes in Unified Self-service, and controlling the visibility of “communities”

 

Speaker: Rajeev Kumar, Principal Product Manager at CA Technologies

 

Recording: Replay - Announcing New CA Service Management Capabilities

Presentation: CA Service Management 14.1.02 Release Overview

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 Weekly Member Activity

Ask a Question, Get an Answer - See an Unanswered Question, Offer a Solution (11/6/15 - 11/13/15)

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". To help further responses to all questions I am starting the following campaign.

  • Every week I will post a blog entitled "Ask a Question, Get an Answer - See an Unanswered Question, Offer a Solution".
  • In the blog will be links to questions in the community that have had no response.
  • Members review the subjects and if they have a response they can quickly click on the link and provide a potential solution.
  • IMPORTANT - As a part of the response include #helpinghands (it will look like: helpinghands when you select the tag from popup).
  • In the weekly blog post I will be thanking all the "helpinghands" who responded to unanswered questions in the previous weeks blog.

Shoutout to all the members who helped out with the unanswered questions so far! Thank you for all your help!

 

Upcoming Events

CA Service Management Office Hours: A Live Online Chat (November 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, November 12th @ 10 AM ET. NOTE - No audio is provided and all Q&A happens via online chat, making it a truly ‘fun’ event.

 

Did You Miss?

CA Software Asset Manager Update - Recording and Presentation

Miss this great presentation? Check out the webcast recording and presentation below to learn about exciting new CA Technologies capabilities in software asset management. Topics covered included:

o CA Software Asset Manager 4.0 – the latest upgrade including a greatly enhanced user experience

o CA Software Asset Manager Optimization & Simulation Module – A new offering delivering advanced optimization capabilities for performing cost comparisons of different license models to support more strategic procurement decisions, simulation features enable more accurate forecasting and demand planning, and much more.

Speaker: Michel Avenel, Sr. Principal Product Manager at CA Technologies

 

ITSM Maturity: The Panacea, the Reality, and the Journey - October 20 @1PM ET

Almost every IT shop claims that increasing their IT Service Management (ITSM) maturity is an important objective, but very few have gotten far down the road. What exactly is ITSM “maturity”? Is it the same for everyone? Is it truly attainable? How do we get there? And how do we measure our progress during the journey? Hear about models that measure ITSM maturity and where most organizations stand today. Get ideas about where you may focus to get some quick hits increasing your ITSM maturity. These questions and topics are explored in what will surely be a highly relevant and entertaining webcast by PINK Elephant’s George Spalding and CA Technologies’ Allen Houpt. Buckle your seatbelt and enjoy the ride to ITSM maturity; but, don’t ask “Are we there yet”?

Replay: ITSM Maturity: The Panacea, the Reality, and the Journey.

 

Announcing New CA Service Management Capabilities

Learn about exciting new capabilities being made available in CA Service Management. They are being made available as a value pack that doesn’t require a full upgrade. Capabilities include:

o Configuration Promotion – A simplified process to move configuration changes through Dev, QA, UAT to PROD environments

o Common Patch Installer – Simplifies patching of solution components

o Community-driven Enhancements – Includes MDB level setting, search personalization, SDM attributes in Unified Self-service, and controlling the visibility of “communities”

Speaker: Rajeev Kumar, Principal Product Manager at CA Technologies

*Replay and Presentation will be posted soon.

 

caw15-small.pnghttps://www.travelhq.com/events/caworld15?mc=GLOB-DSP-CORP-AAM-000052-00000923&code=userCA 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.

CA World Service Management Session Changes

 

Great times were had in the WHAT’S THE CRAZIEST SERVICE TICKET YOU’VE EVER RECEIVED? competition!

We have picked a WINNER, Cindy Smith, Sr. IT Knowledge Manager from McGladrey, LLP. 

We look forward to having Cindy join us at the CA World conference. Here is her winning submission:

"I worked at an IT Help Desk that also took facilities calls. The most memorable call was "My desk is by a window and a bird flew into the window. There is blood and feathers everywhere. Can someone please come clean the window; it is very distracting in its current state making it hard for me to work."

The entire CA ITSM team would like to thank all members who participated and provided the great stories we all got to read. We appreciate you staying engaged with our community and contributing to all the great content generated by our members and community.

Craziest_Ticket_V2_1500x300.jpg

 

Featured User

Community Member Spotlight for October - Jon Israel

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 Jon Israel Principal Support Engineer, CA Technologies.

 

Jon is pictured with his wife and son.  IMG_1462.JPG

 

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

 

service-management-chat.jpeg

 

CA Service Management

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Additional Times May Apply


Tips and Helpful Information

CA Service Management 14.1 - RO80318 for Windows 14.1.01 CUMULATIVE

CA Service Management -- Incident and Problem Management

CA World 2015 ITSM Program Guide

Download CA Service Management APP Google Play (Android) & Itunes (IOS-Iphone)

CA Service Management 14.1.02 is now available

SPEL API methods

CA SDM - CA Service Desk - AHD Codes - Error

Cloud Platform Demo and Overview of New Features

New CA SAM Catalogs (v. 4.0.8) are available in CA Service Management

CABI 4.1 Supported Platforms

fiddler4setup.exe - mirror - web debug

Resolution Code - usp_resolution_code - resocode - Código de resolução - Resolución - 解決

CA SDM pdm_load 537  Invalid character encountered in input - error

Resolution Method - usp_resolution_method - resomethod - Método de resolução - Resolución - 解決

Root Cause - rootcause - rc / Causa raiz - 根本原因 -

ITIL - Glossary of Terms, Definitions and Acronyms

CA Service Desk Manager (SDM) r12.1 SDM Advanced Functionality and Reporting

Where can I find Spel functions documentation?

MS SQL and CA Service Desk Performance

Add button to get ticket url!

CA SDM how to delete location?

SPEL EVENT methods

SPEL: HTML styled notification via SPEL

CA PAM Real Installation video using 16 minutes

Everything you need know about CA Service Desk Date format

PDM_LOAD : ERROR: Invalid row termination, expected }

Before open a support issue - Environment Informations

Upgrade from UAPM 11.3.4 to APM 14.1, mdb update errors with: The ALTER TABLE statement conflicted with the FOREIGN KEY constraint "AVIVJOIN01"

AIDA32 3.94.2 - Hardware inventory portable - Mirror

Configuring APM 12.9 SSL with IIS 7

Service Desk Manager 15 days Implementation

Notification (or any other action) on call back date for the requests

 

Top 10 Ideas

right click copy/paste87DELIVERED

Personalize views76UNDER REVIEW

Allow Classic Workflow for incidents and request74DELIVERED

IIS web server available for all SDM functionality.72UNDER REVIEW

Create GUI for GRLoader/ADT for CMDB70UNDER REVIEW

Development to QA to Production Promotion Utility64DELIVERED

Extend pdm_load and pdm_userload functionality56UNDER REVIEW

Multiple file upload53DELIVERED

Allow inactivity timeout be a role based setting rather than a global setting.53UNDER REVIEW

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

 

Dash Halloween.jpeg

CA World is ramping up to be quite an event for CA Service Management. We have over 340 ITSM registrants who will be meeting CA ITSM experts, attending 29 CA Service Management customer, partner and CA sessions, and getting a glimpse of the future of ITSM. We have some additions, cancellations and time changes for some previously posted sessions that we want to bring to your attention below. All session times, topics and locations can be found in the recently updated CA World ITSM Program Guide. Here are just the changes:

 

ChangeSession TitleSession Abstract
New session Wednesday 11/18 at 4:30pVision and Strategy: The Road to a New IT Service ManagementJoin this session to hear James Harvey, General Manager for the CA IT Service Management (ITSM) solutions, and Paul Pedrazzi, Sr. Vice President of Product Management, CA Technologies, discuss the future user experience of ITSM experts. They will explain how CA Technoloiges research-driven product design methodology will provide your IT analyst teams with an amazing user experience and improve customer service.  Oppenheimer Funds will share its experience and perspective as a participant in this research effort.  With months of customer research in hand, these three speakers will present initial findings and insights that help product and design teams better understand the issues impacting ITSM workers. They will show how this research has enabled CA Technologies to create new IT analyst capabilities and give you a sneak peek into the new designs.Experience
New session Thursday 11/19 at 10:30aDesign Studio: Are You Interested in Impacting the Future Design of IT Service Management? (Pre-Registeation Required)We want to tap into your knowledge and imagination. This unique design studio session is meant for our IT Service Management customers to have direct impact on how the next generation ITSM solution is designed. This interactive session is led by our user experience experts at CA Technoalogies and is meant to drive collaborative thinking.  As a customer, you will engage in this design session as we explore idea generation and group insights on how the future of ITSM should work.  We will brainstorm and explore visual solutions and discuss and iterate as a group.  All that is needed is a willingness to participate and explore some innovative ideas and have fun.  Hang out with your peers and join us for this design studio session and engage in a creative exercise that collaboratively explores new ITSM concepts.
Moved from Wednesday 11/18 at 4:30p to Thursday 11/19 at 3:45pVision and Roadmap: CA IT Service ManagementJoin this session to hear Dale Clark, Vice President, IT Service Management (ITSM) Product Management, CA Technolgoies, discuss the roadmap for CA ITSM. The road to ITSM success synthesizes industry trends, technological advancements, customer research and, of course, innovation.  Dale will discuss the vision and strategy for CA ITSM and the solution roadmap that will enable customers to exploit these items for business value.
Moved from Thursday 11/19 at 3:45p to Wednesday 11/18 at 3:45pThe Importance of ITSM Upgrades: People, Process and Technology Working TogetherAre you getting the most out of your IT service management  investment by upgrading to the latest releases? Hear about new advances that make it even simpler to upgrade CA Service Management.
Moved from Thursday 11/19 at 11:30 to Wednesday 11/18 at 2:00Appriss Supercharges ITSM Efficiency with Process Automation to Save LivesLearn how Appriss leverages advanced process automation in IT service management to save lives of crime victims across the United States. Time equals lives. Process efficiency saves time. Learn how you can automate CA Service Desk processes for optimal efficiency.
Cancelled from Wednesday 11/18 at 3:45pHealth Care Service Corporation Delivers Agile ITSM Through Holistic Change and Configuration ManagementIt seems the whole IT world has become ʺagile,ʺ while service management still embraces best practices for managing and implementing change that was used, in some cases,  decades ago. This session will look at ʺHolistic Change Management" and CMDB best practices that deliver results consistent with today's business expectations of technical and market agility. Learn what is achievable, as evidenced by a real world example at Health Care Service Corporation.

Dear SM Community Members,

 

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". To help further responses to all questions I am starting the following campaign.

 

 

Have Fun! Help a Fellow Community Member Out!

 

Here's the list of unanswered questions for this coming week:

 

erroneous query report

Save reports published in Dashboard

With the advent of the Unified Self Service (USS) interface, I was wondering if anyone has put together a set of UAT te…

Web Screen Painter - Unable to Login / Invalid Credentials

Enable Single Sign-ON (SSO) for CA BI 4.1 without integrating BI with CASD or want to enable SSO for apache tomcat7 on C…

How to enable dashboard for End users?

[REST API] Updating status

[REST API] KD Comments

Hyperlink request ref num in BOE results into NEW window

CA SDM 12.7 send Outlook Calendar invites for Approved Changes

 

Thank You All for Your Efforts!

Chris

Miss this great presentation? Check out the webcast recording and presentation below to learn about exciting new CA Technologies capabilities in software asset management. Topics covered included:


o CA Software Asset Manager 4.0 – the latest upgrade including a greatly enhanced user experience

o CA Software Asset Manager Optimization & Simulation Module – A new offering delivering advanced optimization capabilities for performing cost comparisons of different license models to support more strategic procurement decisions, simulation features enable more accurate forecasting and demand planning, and much more.


Speaker: Michel Avenel, Sr. Principal Product Manager at CA Technologies


Recording: Replay - CA Software Asset Manager Update

Presentation: Nov 3 - Community Webcast - CA Software Asset Manager Update