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As part of the ongoing updates to the Idea backlog, we will be moving several Ideas to the "Not Planned" stage due to lack of community support across the Service Management community. As such, we have determined that Ideas still in a "New" or "Under Review" stage that are low scoring, aging, and/or do have not had input this year will be moved to "Not Planned".


If you find that an idea that is moved to "Not Planned" should be reconsidered, we welcome you to create a new idea but ask for you to please consider searching the community first to find a synergistic idea and vote on it. If you need to create a new idea, please be sure to document the business problems that would be solved, the use case, the type of user, and the business value expected from having this feature.


Thank you!

Dear Community User:


Today, we are pleased to announce the availability of CA Business Service Insight 8.3.5 Cumulative Patch 3 (

As part of our ongoing commitment to customer success, we regularly release updated versions of our products. This patch includes several quality, stability and security improvements, bug fixes, and enhancements including the following:


  • Ability to configure empty report data per report in a booklet
  • Support IE11 Enterprise Mode
  • Support Oracle 12c
  • Support Windows 10
  • Support JDK 1.8
  • Vulnerability and functional issue fixes


We encourage you to visit CA Business Service Insight documentation wiki for release overview and how to implement the patch.


You can download your copy of CA Business Service Insight 8.3.5 Cumulative Patch 3 ( from CA Support Online.


Need More Help?


We have an action-packed Service & Asset Management agenda at CA World 2017 which is being held

Nov 13th to Nov 17th in Las Vegas.  Customers, partners, CA experts and industry analysts will present and engage in conversation about ideas, trends, experiences and solutions that are fueling transformation in  Service & Asset Management.  All this is spelled out in the first edition of our Program Guide (link below and attached). More sessions and details will be added over the coming weeks so keep checking back.

Click Here to View the Program Guide


You can get even more detail on each session by visiting the CA World Session Catalog and selecting the Service & Asset Management Area of Interest on the drop-down Filter.                        Click Here to View the Session Catalog


Here are some of the CA World 2017 Service & Asset Management highlights: 

  • Education Sessions: Topics and best practices covering upgrading, reporting/dashboards, change and configuration, software asset management, hands-on labs and much more.
  • Case Studies: Customer and partner case studies by MGM, Woolworths, First Horizon National Corporation, Intergroupo, RSM, Michigan State University, fusionPOINT, Deloitte & Touche, Derive Logic, CA Technologies, and more focused on ITSM/ITAM maturity, user adoption, service catalog, software asset management change and configuration management, IT Operations Management integration, process automation and more.
  • Technology & Market Sessions: CA leaders and authors presenting trends, vision and roadmaps.
  • Smart Bar: Access to CA product managers, CA Services, User Design, and SWAT resources for one-on-one discussions on ITSM, ITAM or product topics of your choice.
  • Product Demos: Live demonstrations of current and near-term product 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 Third Eye Blind and Counting Crows; Keynote by Jimmy Chin
    - Mountaineer, Skier and Filmmaker And.Richard A. Clarke - Former National Coordinator for Security, Infrastructure Protection and Counter-terrorism for the United States


Register HERE  - click at left or on the image below.

Hope to see you there!!!

As your Service Desk Manager environment continues to grow (in terms of the number of people using it, as well as the amount of data it contains) you may wish to improve the overall performance quality of the environment.

I should note that this document contains some general guidelines, as it's almost impossible to consider every possibility. I will say that the use of these guidelines has, in many cases, helped to resolve general performance issues. At the very least, the review and implementation of these guidelines are some great first steps to try before opening up a Support case.


1. Environment tweaking: CA Service Desk Manager Performance Problems - Quick Checklist 

This document  provides eleven best practices for managing the environment, and some examples of ways to make sure your data is kept well. Reducing the size or your data, or removing some of the inconsistent data can go a long way in improving the performance of your environment.


2. Offline Reporting: Replicated Database for Offline Reporting - CA Service Management - 17.0 - CA Technologies Documentation 

The "Checklist" in item 1 above mentions Offline Reporting, but it's so important that it's worth mentioning again. When a Reporting application is pointing to a production environment overhead is being added to the system. When reports are run, especially when they are large (as they tend to be), it may cause Service Desk Manager to become non-responsive or slow while it waits for the report to complete. Having an offline replica environment is a great idea and will help to reduce system slowness.


3. Architecture: Hardware and Software Requirements for the Install - CA Service Management - 14.1 - CA Technologies Documentation 

Installation Considerations - CA Service Management - 14.1 - CA Technologies Documentation 

This item is a little more tricky to give specific guidelines around as everybody's usage requirements are going to be different. The urls listed provide some good general information, but here are some additional questions to consider:


How many users will need to access this Service Desk Manager environment? 

What sort of tasks will the users be completing?

Are any products being integrated with Service Desk? Are they communicating through web services?

What components of Service Desk Manager are you enabling?

Are you looking to include some redundancy in the environment?


You may have a single Service Desk server with only a dozen people logging into it, but if you also have 10 applications making thousands of web service calls a minute against the same system, it's likely you're going to run into performance problems. Even in a Conventional Configuration it's still often a good idea to remove as much load from the primary server as possible, having a secondary server or two to offload the user and web services transactions is going to be a huge help to the overall performance of your system.



These steps should hopefully provide a good starting point to improving the usability of your Service Desk Manager install.