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Dear Community Member,


Today, we are pleased to announce the availability of CA Service Management 17.1. This release delivers maintenance patches as well as new features, and is a minor version upgrade from CA Service Management 17.0.


Customers currently on CA Service Management 14.1 or below can upgrade directly to CA Service Management 17.1. The improved installer with this release performs major and minor version upgrade sequentially to ensure zero-hop upgrade experience.


This release includes the following key features:


  1. Advanced Reporting (Insights): Through a new Insights app, xFlow provides access to reports and dashboards powered by CA Business Intelligence JasperReports Server. The new capability includes canned ITSM metrics definitions for Incident and Request Management processes supporting adhoc analysis of metrics and corresponding historical trends.
  2. Workflow Tasks in xFlow: Analysts can now access and update workflow tasks in xFlow.
  3. SLA Management in xFlow: Analysts can now view and manage Service Types associated with tickets in xFlow.
  4. New Improved Maileater: CA Service Desk Manager provides an improved Maileater capability that supports HTML or RTF formatted inbound emails and better secure configuration options with the Mail server.
  5. SAML 2.0 Support: CA Service Desk Manager and xFlow support SAML 2.0 based authentication with external identity providers.
  6. License Usage Tracking: CA Service Desk Manager license tracking is now easier than before. Administrators can easily view license usage and availability under the Administration tab.
  7. Usability Enhancements in xFlow: Several usability enhancements in xFlow are added in this release to improve Analyst productivity.



This release also includes maintenance patch(es) for CA Service Management 17.0 along with performance and security improvements. In order to receive a seamless maintenance and support experience, it’s essential to keep your CA Service Management solution updated with the latest available version. For details, please refer to the Defect Resolution Process.  


You can download your copy of CA Service Management 17.1 from CA Support Online


We encourage you to visit the CA Service Management documentation wiki for the release overview and upgrade/update information.


If you have any questions or require assistance, please contact CA Customer Care online at where you can submit an online request. You can also call CA Customer Care at +1-800-225-5224 in North America or see for the local number in your country. 


You may also contact CA Support via chat by clicking the Chat button on the Case Management – Create New Case page at CA Support Online


Should you need any assistance in understanding these new features, or implementing this latest release, our CA Services experts can help.  For more information on CA Services and how you can leverage our expertise, please visit  


To connect, learn and share with other customers, join and participate in our CA Service Management Community.

To review CA Support lifecycle policies, please review the CA Support Policy and Terms located at:  

Thank you again for your business.

Dear Community Members,


We are pleased to announce the General Availability of CA Service Management 17.1. The Feature Walk-through provides a quick overview of CA Service Management 17.1. You can also review the Release Notes for a summary of all the new features and enhancements. This release also includes several bug fixes and security improvements.

The product documentation for other supported non-English languages is expected to be published on March 23, 2018. We encourage you to take advantage of the collaborative features of DocOps.