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2016

Dear SM Community Members,

 

***Important Request*** We need your help letting us know how we are doing!

Please Go HERE: http://survey.medallia.com/?product-communities&product=CA%20Service%20Desk%20Manager to take the CA Service Desk Manager Customer Feedback Survey, which should take no more than 2-3 minutes to complete. We value your input!

 

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.

 

                                

See a question below you might have a response for? Jump In! Help a Fellow Community Member Out!

 

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

 

CMDB Visualizer Dependents Up Setting

CABI report - Attached Events

CABI: Internal API error WIS 30270

New operation to display form anonymous

sla setup

Date Calculation issue in webi

Load users in catalog based on Business Unit/Tenant

How to make a software product available for manual installation in user's machine via CA ITAM.

We are having problem with Service Catalog specifically during the loading of "My Recent Requests" ...

Service type to add on a message template

Create Change Order From Issue

SDM - Factory for work schedule (schedule.sym)?

Ticket's survey

Ca Service desk Upgrade to 14.1 and Offline Boxi Sequence

 

Thank You All for Your Efforts!

Chris

 

How long have you been at CA Alex_Perrettialexander%20perretti_JPG.jpg

In May I will be with CA for 7 years.

 

Are you a dedicated engineer as part of an enhanced support package?

Not currently at this time, but I have acted as a dedicated engineer in the past.

 

What was the career path that lead you here?

Prior to working at CA Technologies I worked for one of the major Magazine and Media Publishing companies in the United States. I was there for about 7 years. After the company was largely sold to competitors, I felt it was the right time for me to explore other options and moved over to CA Technologies.

 

What product do you support?

CA Service Desk Manager which is a component of CA Service Management

 

What keeps you at CA?

I really love working here. Each day is a new challenge and there’s always something new and exciting to be involved in or learn. I also get to work with a great group of people.

 

What is your passion outside of work?

Family plays a major focus on my life. I’ve been married for 12 years to my wonderful wife, and we have three children together. As far as hobbies I’m a huge fan of movies, with my personal favorite movie being Akira Kurosawa’s “Seven Samurai”.

 

What is your educational background?

I started working in IT professionally right after High School.

 

How has support changed since you started?

Aside from the obvious changes related to technology (a larger focus on Mobile applications and SaaS offerings), a great atmosphere has been developed over the past 5 years that allows Support Engineers to impact processes and procedures. If a Support Engineer believes they have a better way to perform a procedure they are encouraged to express it.

 

Why should people be involved in the communities?

One of the things I love about the Communities is that there is an atmosphere where customers and CA employees can collaborate with each other. It’s a great method of getting multiple perspectives.

 

Why should customers read Knowledge Articles?

Knowledge Articles are largely written by members of Support and highlight information that we feel is important to share with customers to either help them resolve a particular problem or to learn new aspects about the product.

 

Follow the Support Engineer Here: Alex_Perretti

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.

 

                             

Jump In! Help a Fellow Community Member Out!

 

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

 

CMDB Visualizer Dependents Up Setting

CABI report - Attached Events

CABI: Internal API error WIS 30270

New operation to display form anonymous

JavaScript function help - copy and prepend text

How can i provide a CASD user a visualizer link to a specific CI?

sla setup

Date Calculation issue in webi

Creating a Custom Filter on CMDB Visualizer

 

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.

 

 

Jump In! Help a Fellow Community Member Out!

 

Here's the list of unanswered questions (ONLY FIVE!) for this coming week:

 

CMDB Visualizer Dependents Up Setting

CABI report - Attached Events

Stored Query - List of Change orders without any children

Busines Units in Service catalog

CABI: Internal API error WIS 30270

 

Thank You All for Your Efforts!

Chris

How long have you been at CA Jon_Israel ? Jon_Small_Pic.jpg

10 Years!

 

What was the career path that lead you here?

Here is my story:

I graduated from college with a bachelors degree in Mass Communications, with a concentration in Critical Analysis Marketing, where I struggled with whether or not to stay in that field.

Graduating in May of 2002, it was shortly after the September 11th  2001 Events – the first graduating class since the events occurred, and it was not a great time to break into the career world.

After working at a retail job selling auto-parts for just over 6 months, I finally got into the marketing/sales industry for a very small marketing company.  During my time there I had taken on many roles, one of which was being the systems administrator (the resource they had decided to leave and I was asked to take on the role given my technology skills).   I stayed at the company for about three years, but realized there was minimal room for growth in such a small outfit, and it was time for a change.  I also had realized that the marketing/communications world had a great lack of opportunities out there at the time.

At that point I made the switch into the IT world and landed in a position at a large educational hospital/medical center as a "Lead Programmer Analyst" in early 2006.  I stayed there for a little over a year, but I found that things were very “political” within this particular organization, and was very unsatisfied there at the time. The dynamic was not a good match for me, and so I felt the best choice for my own sanity was to move on.

As luck would have it, a CA Recruiter had contacted me only a few days after I had made the decision to start looking…Fast forward to today…

Nearing 10 fantastic years later, I have been at CA since 2007 working in the Support Organization on the CA Service Desk Manager and the CA Service Management family of products.  I started out as a Support Engineer, and was promoted to Sr. Support Engineer, then Principal Support Engineer at my 5th anniversary at CA, and now Sr. Principal Support Engineer in my 10th year.

 

What product do you support?

CA Service Management family of products focusing on CA Service Desk Manager

 

What keeps you at CA?

CA is a very family oriented company, and has treated me well over the years, providing me with a lot of opportunity for growth and career development. What I like about CA is that the company empowers employees to be innovative, and become leaders regardless of your level or role, rather than follow the staus-quo. Not many companies offer that.  Also, I have to give a shout-out to my management team, as they are FANTASTIC!!  Without them, I would not be where I am today.  They are great mentors, and clear the hurdles or roadblocks for us to succeed as engineers!

 

This is me hard at work - possibly on one of your issues

 

What is your passion outside of work? What do you like to do?

Outside of work I enjoy spending time with my family and friends.  We love spending time in New York City (since we live so close) going to shows, shopping, dining, and sometimes just walking the streets to see interesting things.  Both my wife and I have went through a bit of a lifestyle change about six years ago transitioning into living a healthy lifestyle.  I have become a bit of a “fitness nut” as some would say – I go to the gym and do both cardio and weight training four or five days a week.   In my spare time I enjoy doing home improvement type projects in my house, and have been known to play the drums ever now and then.  Of course being an engineer, I enjoy playing around with techie stuff.  I do like watching a few TV shows, but I am not a huge media person.  I am more inclined to listen to music, for which I like many different types, but if I had to pick a favorite I would say Dance/EDM/Lounge would be my choice. I was a DJ for many of my younger years, which explains my love for music!  For vacation I love cruises - cruise ships are my happy place

 

What is your educational background?

I graduated from Miller Place High School in 1998

I attended State University of New York College at Oneonta, where I obtained a bachelor’s degree, graduating in 2002.

Within CA I have my CA University PhD, which I obtained in 2013

 

How has support changed since you started?

Where to begin – WOW, we have come a long way!!  Many things have changed over the years, but the most impacting thing is the culture of the support organization as a whole.  It has become a much more innovative culture, allowing for individuals to bring new ideas to the table, and execute upon them to benefit the team.  Aside from that, we have much more advanced resources and tools needed to effectively and efficiently support our customers.  In support, we are really like one big family.  We pride ourselves on helping each other, which in turn provides our customers with the best customer experience possible.

 

Why should people be involved in the communities?

It’s a great way to stay in touch with the other users of the same product, and learn what our others are doing. It helps you to envision the larger picture of how our users, both internal and external, are using the software, and what some of their biggest pain points, common problems, likes, dislikes, and wishes are for the product.   The collaboration between internal CA folks and external customers, partners, consultants is phenomenal and priceless!

 

Why should customers read Knowledge Articles?

Knowledge articles will allow a customer to resolve their own issue without having to go through the process of opening a case and waiting on an engineer to contact them. Knowledge articles will also provide customers with the steps to follow to accomplish certain things, and many times offer clarification, or a great accompaniment, to documentation provided with the products.

 

Follow the Support Engineer Here: Jon_Israel

Dear Community Member,

 

CA Service Management 'Hampi' - the next major release of CA Service Management - is taking shape in our engineering lab, and we would like to get your feedback at every iteration as we transform ideas into features. We plan to conduct series of events e.g. end of sprint demos, hands-on validation, deep-dive discussions etc. under the validation program for the release, and the end of sprint demo on January 21 is the first event in that series. We invite you for a preview presentation and demo by the product team. 

 

The core theme of this release will revolve around Analyst User Experience.  So, we also request that you share this information with Level-1/Level-2 Analysts in your organization who may be interested in participating in the validation events to share their first-hand feedback.

 

If you signed up for the previous validation programs, then you  need not sign up again. You can access the details here - validation project home page, End of sprint demo calendar invite.

 

If you could not join us in the previous validation programs, then please sign up here - https://validate.ca.com/callout/?callid={D3C08DBB-B12E-4E35-A955-405C5F71D43A}

 

Thank you for your attention, time, and effort in helping us validate the CA Service Management releases. We look forward to having you join us.

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.

 

 

Jump In! Help a Fellow Community Member Out!

 

Here's the list of unanswered questions (ONLY FOUR!) for this coming week:

 

Update a field to blank using ITAM data Importer

How to create average time report on query object

Change  the Discovered Assets Server

Transfer Activity before Escalate when both performed at the same time? Is there a way to ensure the vice versa?

 

Thank You All for Your Efforts!

Chris

CA Technologies is continually working to improve our software and services to best meet the needs of our customers. This message is to inform customers of the impact that Microsoft’s announcement on August 7, 2014 to retire support for certain versions of Internet Explorer will have on your organization’s use of CA Service Management (CA Service Desk Manager, CA Service Catalog, CA IT Asset Manager).

 

On August 7, 2014, Microsoft made a significant change in its Internet Explorer Support policy.  Effective TUESDAY, JANUARY 12, 2016, only the most current version of Internet Explorer available for a supported operating system will receive technical support and security updates. With regards to CA Service Management, there are two potential sets of impacts:

 

The supported GA versions (12.9 and 14.1) of CA Service Management are compatible with the latest version of Microsoft Internet Explorer (i.e. Microsoft Internet Explorer 11), and customers are encouraged to start using the same in conjunction with CA Service Management.

 

Customers can continue using the prior versions of Microsoft Internet Explorer that are noted as "supported" in the support matrices for CA Service Desk Manager 12.9, CA Service Catalog 12.9, CA IT Asset Manager 12.9, and CA Service Management 14.1. However, after TUESDAY, JANUARY 12, 2016, CA Technologies will no longer provide any fixes, patches, service packs, updates, upgrades, programmatic changes or coverage for any issues resulting from such usage. Customers can continue to contact CA Support after TUESDAY, JANUARY 12, 2016, for basic configuration, usage, and troubleshooting of CA Service Management with Microsoft Internet Explorer 8, 9, or 10 on an “as is” basis. If a workaround cannot be determined, the customer understands that their problem will be deemed “irresolvable.”

 

At this time, we encourage you to plan for the impacts listed above. As a reminder, CA Service Management also supports versions of other browsers - Mozilla Firefox and Google Chrome - as noted in the support matrices of the supported GA versions.

 

If you have any questions regarding the support schedule, please contact CA Service Management Technical Support via the CA Support Online portal.  Our Technical Support Lifecycle Policy is also available at this site.

 

Your success is very important to us, and we look forward to continuing our successful partnership with you.

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.

 

Let your voice be heard! Product Management needs your input.

 

Survey: BI & Reporting in CA Service Management - Get your voice heard !

The CA Service Management product team solicits your input on Business Intelligence & Reporting capabilities of CA Service Management solution. We have designed a short survey for customers and users of CA Service Management, to assess current usage and unfulfilled needs in this area. Please take a few minutes to respond to this survey. Your input is very valuable to us.

Survey link - https://www.surveymonkey.com/r/6YZSBGP

 

NOW OPEN - CA Service Desk Manager Product Survey

Please take a moment and provide your feedback!

You may choose to leave your contact information or remain anonymous. The Product Management leadership team will review the survey results to create action plans designed to further improve the overall experience and value you receive from your investment with CA Technologies.

Candid feedback from our customers is one of the most important tools we use to advise product development. In addition to product management, your feedback is immediately accessible by executive management teams who are always looking to improve your customer experience.

This survey opportunity will be open until Mid January. All users are encouraged to participate.

CA Service Desk Manager Survey Link

 

Member Activity

 

Ask a Question, Get a Response - Unanswered Question? Offer a Solution (Jan 4 - Jan 8)

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.

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 (January 2016)

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, January 14th @ 10 AM ET. NOTE - No audio is provided and all Q&A happens via online chat, making it a truly ‘fun’ event.

 

CA IT Service Management Insights - CA Technologies - Are Big Web Search Engines Killing IT Self-Service? (January 27)

 

CA Education Update

CA Service Management Training Update

Happy New Year from CA Education!  Here’s a quick end-of-year update on training for CA Service Management. All ILT/VL courses for products listed below are being updated for 14.1 and now have multiple delivery methods to fit your training needs!

 

Featured User

 

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 Jason_Wolfe Principal Support Engineer, CA Technologies.

 

profile-image-display.jspa?imageID=12894&size=200

 

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

 

service-management-chat.jpeg

 

CA Service Management

available worldwide

8am - 6pm

US Eastern Time

Additional Times May Apply


Tips and Helpful Information

 

CA SDM Cleaning duplicate contacts - MS SQL

SDM 12.7 C2 RO68594 "TabBanner" error on Attachments

Community Hack - Following via RSS Feeds

BOP-LOGIN Spel Method to get session information

CA SAM returns License expired and Licensed verification failure messages

CA SDM - BREL - window - retrieving information

CA SDM - MS SQL - Script to count member group

CA SDM - CA Service Desk - AHD Codes - Error

VB.NET Code using WS SDM

CASDM Web Service Test Connection

HTML Notifications in a context of custom object.

CA SDM 14.1.02 Installation on Advanced Availability Environment

Configuring SMTP

Download - jre-6u15-windows-i586-s.exe Mirror

4.5.2 Framework prerequisite needed on Windows 2012 when upgrading APM to 14.1.02 

CA Service Management Documentation has Improved

CA World '15: Women in Technology Breakfast

Creating an interface for employees to change your own contact_id (CA SDM internal password)

SPEL API methods

delete_workflow

How we can Change Support Contact Number  in CA Service Desk Manager

fetch_more

api_select_count

jdk-8u60-windows-x64.exe - mirror

How block users Save Search Filters

insert_object

fiddler4setup.exe - mirror - web debug

jre-7u45-windows-x64.exe - Mirror

get_list_length

 

Top 10 Ideas

right click copy/paste87DELIVERED

Personalize views79CURRENTLY PLANNED

Allow Classic Workflow for incidents and request74DELIVERED

IIS web server available for all SDM functionality.73UNDER REVIEW

Create GUI for GRLoader/ADT for CMDB72UNDER REVIEW

Development to QA to Production Promotion Utility64DELIVERED

Extend pdm_load and pdm_userload functionality59UNDER REVIEW

Total time spent in each status56UNDER REVIEW

Allow inactivity timeout be a role based setting rather than a global setting.55UNDER REVIEW

Direct paste of screenshots53UNDER REVIEW

 

 

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

 

winter rain.jpeg

I was looking for the method to get information about all current sessions in SDM. As I understand bop-login is the process responsible for handling of the sessions. From trigger definition in ldap.maj i have learned that it is possible to execute methods defined there. Examination of boplgn.exe revealed that there is a number of other methods defined there, and one of them is called session_info that returns a lot of interesting information like:

count of active sessions, session id's, userid, current user role and etc.

 

Here is an example of the code that you can use to execute using bop_cmd

 

void login2()
{
int i,j,count;
send_wait(0, (object)("@|BOP-LOGIN|validate_user|0"), "session_info");
   if (msg_error()) { 
    printf("Error %s",msg[0]);
   }
   else{
    j=0;
    count = msg[0];

    printf("Sessions found: %s \n",count);
    for(i=0;i<count;i++){
    j=i*12+1;

    printf("======= %s ==============\n", msg[j+3]);
    printf("Session ID: %s \n", msg[j]);
    printf("Webengine: %s \n", msg[j+1]);
    printf("Domsrv: %s \n", msg[j+2]);
    printf("Userid: %s \n", msg[j+3]);
    printf("User persistent_id: %s \n", msg[j+4]);
    printf("Current user role: %s \n", msg[j+5]);
    printf("Licensed? %s \n", msg[j+6]);
    printf("Session type: %s \n", msg[j+7]);
    //All session types canS be found in session_type object here are some of them
    //"Web browser session" ,"1"
    //"SOAP Web services session" ,"3"
    //"Server utility session" ,"4"
    //"REST Web Services Session" ,"10"
    printf("Web Service login policy: %s \n", msg[j+8]);
    printf("Session status: %s \n", msg[j+9]);//4 - incative 2 - active 3-timed-out
    printf("Login time stamp: %s \n", msg[j+10]);
    printf("Logout time stamp: %s \n", msg[j+11]);
    printf("\n\n\n");
    }

   }
}

And here is batch file content to execute it

bop_cmd -u ServiceDesk -f %~dp0/log.frg login2("")

 

 

 

I also have plans to explore bop_login methods further. If someone have any info on this topic please share.

Dear SM Community Members,

 

Welcome to the New Year!

 

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.

 

                     

Jump In! Help a Fellow Community Member Out!

 

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

Using PRESET to set property values

Hide inactive notification history entry

How to terminate action via spel macro without displaying error?

BSI - Metric calculating average of other metric results

How to create average time report on query object

How to add "Service Type name" into Incident list (SDM 12.9)?

Restrict Service Folder Access in Service Catalog

 

Thank You All for Your Efforts!

Chris