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2016

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.

 

                       

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

Plenty to choose from this week so if you have any ideas please share

 

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

 

wrongs assets showing while spooling from query

Service Catalog - blank form getting auto submitted

Error using CA Service Catalog "assignBusinessUnitRoles" Soap from "UserService" in Process Automation

Customize CA BI Screens.

Custom Create SDM Incident

Use Catalog WEB Service in C#

Update Catalog Form error

CA Service Catalog SLA

Assigned time in group with no client delay

APM - Windows Server Roles configuration question.

Is there any step by step guide for configure EEM with SAML?

which are the best practices to configure correctly MS Exchange 2010?

Unknown Database Connector Error [] w/ a specific Crystal Reports - 301885

Survey feedback form (questions answers options) directly on email template.

Spectrum 9.4 integration with SD

Ca Service desk Upgrade to 14.1 and Offline Boxi Sequence

With the advent of the Unified Self Service (USS) interface,  I was wondering if anyone has put together a set of UAT test scripts for Unified Self Service?

CABI: Internal API error WIS 30270

Delay Time remaining

 

Thank You All for Your Efforts!

Chris

How long have you been at CA subvi02 ?

vinodsubburaj.jpg     9 years

 

What was the career path that lead you here?

As Part of Technical Support we troubleshoot complex cases which require lot of learning and Thinking. At the End of the Day i attain Job Satisfaction .

 

What product do you support?

CA Service management  Product ( CA Service desk manager, IT Asset Manager)

 

What keeps you at CA?

CA has one of the best work cultures. Excellent place to work and learn. Freedom to work on your own terms.

 

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

I start my weekday with workout at Gym, I try to take time out for my favorite sport Chess, badminton,Tennis, Table Tennis, Swimming.

 

What is your educational background?

Master’s in Computer Application.

 

How has support changed since you started?

In This 9 years of CA Support, We got a chance to upskill ourselves with latest Technologies, we Provide guidance / assistance to customers on various Aspect like Administration, Implementation,Best Practice on the usage of CA product which is Best in industry. On top of it we have good Work life balance. We reach client/customers/Partners through Email/Phone/Communities and Trouble shoot various     Technical issues and that lead us to create Good Knowledge Documents and Videos. With all these Effort customer get benefited which Gives us satisfaction  on this Job.

 

Why should people be involved in the communities?

CA communities is the  forum where all Technical experts from Development, QA,Support,Services & Customers meet share knowledge , try to help each other . Knowledge Sharing is Immense. This is the Best place to provide an update on Any new release,best Practices, Announcements.

 

Why should customers read Knowledge Articles?

Reading Knowledge articles empowers customers by providing self-service capabilities that can help them in not only resolving their issues faster and find useful information that was otherwise not readily available.

 

Follow the Support Engineer Heresubvi02

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.

 

 

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

Plenty to choose from this week so if you have any ideas please share

 

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

 

Load users in catalog based on Business Unit/Tenant

wrongs assets showing while spooling from query

Service Catalog - blank form getting auto submitted

Error using CA Service Catalog "assignBusinessUnitRoles" Soap from "UserService" in Process Automation

Customize CA BI Screens.

Custom Create SDM Incident

Use Catalog WEB Service in C#

Update Catalog Form error

CA Service Catalog SLA

Assigned time in group with no client delay

APM - Windows Server Roles configuration question.

As polled data increase

CA Service Desk 14.1 Popup Window

Impact of Knowledge Management on SDM 14.1

LDAP problems on Service Desk

concat user information in empty text

Is there any step by step guide for configure EEM with SAML?

Ca Service desk Upgrade to 14.1 and Offline Boxi Sequence

With the advent of the Unified Self Service (USS) interface,  I was wondering if anyone has put together a set of UAT test scripts for Unified Self Service?

CABI: Internal API error WIS 30270

Delay Time remaining

 

Thank You All for Your Efforts!

Chris

In the last 15 years we’ve seen the explosion of the global Internet, the proliferation of mobile devices and the subsequent emergence of the app economy. Everything has changed. Except ITSM. darwincampaign.jpgToday’s business user simply has to fill out a help desk ticket to re-live the technologies of the late 80s.

 

The ITSM experience doesn’t reflect the technology experience today’s users are accustomed to, so IT is perceived as doing things the old-fashioned way. For an industry that claims its purpose is to uniquely transform services, the technology seems hopelessly static.

 

Think of today’s GPS systems as an example: Providers don’t simply digitize a paper map and put it on a screen. They add significantly more value by detecting your current location, helping to find the most direct, traffic-free route to your destination and then talking you through the process of getting there. The technology has an innate human focus.

 

Current ITSM products are designed for processes, not people

It seemed like a good time to step back and evaluate the ability of today’s ITSM to solve human problems. CA Technologies conducted a deep, labor intensive study involving ethnographic research to get a full picture of the current state of ITSM. We didn’t want to conduct a study limited to our own product line and customers, or to taint it with any preconceived ideas, so we took the necessary steps to give us an honest, state-of-the-industry perspective. And we got one.

 

Already aware that ITSM had some deficiencies, we didn’t expect perfection. But we were surprised at the extent of some of the issues.

 

The bottom line? ITSM products today aren’t built to help people solve problems. In fact, they’re not designed for people at all. They’re designed for and built around IT processes.

 

Users are running away from IT self-service

Today’s ITSM tools don’t begin to compare with the innovation in consumer technologies. As a result, IT analysts frequently resort to working outside the system.

 

The key issues cited? Managing too much data from too many knowledge sources across multiple systems. Difficulties in prioritizing excessive numbers of tickets. And service level agreements meant to ensure speedy resolutions are actually promoting bad analyst behaviors instead.

 

We also found that business users take every possible step to avoid IT self-service solutions. They have trouble locating them deep inside the corporate intranet, and when they do, they find them confusing, laborious and loaded with difficult-to-understand IT jargon.

 

Building a solution that embraces the team, not the ticket

With a detailed, research-based understanding of how we can revitalize IT Service Management, we’ve set out to create a new, improved solution designed for humans and built for service.

 

We’re working on new features, realigning functionality and incorporating entirely new algorithms not common in the ITSM market. We’re reengineering the IP in ways that will help analysts to deliver top-notch service management.

 

An ITSM solution that embraces the team rather than the ticket will support business growth, provide better customer service and user experience, improve workforce productivity and manage costs. A new approach rooted in customer research will help to modernize and reinvigorate the entire ITSM market.

 

We’re excited about the future of ITSM at CA. And we’ve created a white paper that outlines some of the initial findings of our study as well as a vision for how ITSM should work in the app economy. We invite you to download it here.

Dear SM Community Members,

 

***Important Request - This is the Last DAY the Survey is Open*** 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!

Plenty to choose from this week so if you have any ideas please share (CABI is popular this week)

 

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

 

CABI report - Attached Events

CABI: Internal API error WIS 30270

CABI: Internal API error WIS 30270

New operation to display form anonymous

sla setup

Load users in catalog based on Business Unit/Tenant

I want to remove few assets from ITAM tool? What are the steps do i need to perform?

Service Catalog - blank form getting auto submitted

The specified item was not found.

Customize CA BI Screens.

Custom Create SDM Incident

Use Catalog WEB Service in C#

New type on act_log

Update Catalog Form error

CA Service Catalog SLA

Assigned time in group with no client delay

Delay Time remaining

Ca Service desk Upgrade to 14.1 and Offline Boxi Sequence

With the advent of the Unified Self Service (USS) interface,  I was wondering if anyone has put together a set of UAT test scripts for Unified Self Service?

 

Thank You All for Your Efforts!

Chris

 

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.

 

LAST CHANCE - CA Service Desk Manager Product Survey

Please take a moment and provide your feedback! Survey closes End of Day, February 12.

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. 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 (Feb 5 - Feb 12) 

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 (February 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, February 11th @ 10 AM ET. NOTE - No audio is provided and all Q&A happens via online chat, making it a truly ‘fun’ event.

 

Meet CA Support Engineers

 

Meet CA Sr. Principal Support Engineer for Service Desk Manager: Jon Israel

 

Jon_Small_Pic.jpg

 

Meet CA Support Engineer for Service Management: Alex Perretti

 

alexander%2520perretti_JPG.jpg

 

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

 

service-management-chat.jpeg

 

CA Service Management

available worldwide

8am - 6pm

US Eastern Time

Additional Times May Apply


Tips and Helpful Information

 

IT Asset Manager (ITAM) – Asset Portfolio Management (APM) 14.1 Performance tweaks.

New CA SAM Catalogs (v. 4.1.9) are available in CA Service Management

Tip: Export Button and Multi-Tenancy

How to Mark Answers as Correct

CA Configuration Automation 12.8.3 is now supported with CA Service Desk Manager

NEW ITSM Blog: Moving IT Service Management to the 21st century

Community Hack - Mark Notifications as Unread

generic_status_change

CA Asset Portfolio Management 14.1 - How to upgrade AMS to Tomcat 8 and JRE8

CA Service Management Office Hours: A Live Online Chat (February 2016)

Service Desk Manager 15 days Implementation

IT Service Management Process Maps

CA Service Management Process Maps

CA SDM - CA Service Desk - AHD Codes - Error

Today’s ITSM challenges require a full set of capabilities that are mobile ready. See full features for support analysts.

CA SDM CI - contracts  - conx -  ci_contract

Risk Survey form doesn't show the Scroll Bar.

Can software enable a diverse, agile society?

CA SDM Categories

SPEL: Register custom webengine OP

Improved autosuggest in lookup fields

SDM REST Client 1.00.zip

z_help.spl

z_executar.zip

spel for notepad.zip

get_list

Chat Transcript - CA Service Management Office Hours: A Live Online Chat (January 2016)

SPEL group_leader

AHD05949 Unable to acquire a repository session file not uploaded

RFP Number FQ15162 WMATA - CA SDM

Impact of Microsoft’s Announcement regarding End of Support for Internet Explorer 8, 9 and 10 with regards to CA Service Management

Loading Tenants - tenant ca_tenant inquilino

 

Top 10 Latest Ideas by Activity

Setting Property Values with Template2NEW

delete all ITAM logs8UNDER REVIEW

Single search for all ticket types including requests, incidents, problems, changes, and issues28NEW

Extension Field13UNDER REVIEW

Delete a Configuration5NEW

Limit the data importer rights12NEW

Default sort order of notes in ITAM10UNDER REVIEW

Link to APM asset from SDM15UNDER REVIEW

mobile reporting ability7UNDER REVIEW

EXPORT RESULT13NEW

 

 

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

 

sf city pic.jpeg

Dear SM Community Members,

 

***Important Request - This is the Last Week the Survey is Open*** 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! Plenty to choose from this week so if you have any ideas please share

 

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

 

How to delete\remove an assest from ITAM remotly ?.   \ how to uninstall CA ITAM agent remotly ??

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

CMDB Visualizer Dependents Up Setting

CABI report - Attached Events

CABI: Internal API error WIS 30270

New operation to display form anonymous

sla setup

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.

I want to remove few assets from ITAM tool? What are the steps do i need to perform?

wrongs assets showing while spooling from query

Service Catalog - blank form getting auto submitted

The specified item was not found.

Create an Incident from a URL and preset logged in user as AEU

Error using CA Service Catalog "assignBusinessUnitRoles" Soap from "UserService" in Process Automation

Customize CA BI Screens.

Ca Service desk Upgrade to 14.1 and Offline Boxi Sequence

 

Thank You All for Your Efforts!

Chris

Dear Community Member,

 

The next 'end of sprint demo' under CA Service Management 'Hampi' Validation program is scheduled for Tuesday, February 09, 10 AM ET.

 

If you have already signed up for the validation program, please download the calendar invite here - https://validate.ca.com/project/article/item.html?cap=F2B02079ABFA495D81344D57E4E09310&arttypeid={B4ADE67C-C31C-46AB-93CE-C973E3A1E046}&artid={29F1D1C9-C3FC-4166-A3D5-A45FF15E7DBC}

 

If you have not signed up for the validation program yet, you can do so here - https://validate.ca.com/callout/?callid={D3C08DBB-B12E-4E35-A955-405C5F71D43A}

 

It's recommended that you view the recording of the previous 'end of sprint demo' to catch up on what we have covered so far if you could not join us for the previous 'end of sprint demo'. We look forward to having you join us on February 9.

Dear Community Member,

 

We are pleased to announce that the latest release of CA Configuration Automation – 12.8.3, is now supported with CA Service Desk Manager 14.1 and 12.9.

 

Should you need any additional assistance with this or have questions, you can contact us at CA Support Online