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3 Posts authored by: Alex_Perretti Employee

Within the Service Desk Manager's "Web Screen Painter" (WSP) there exists an option "Schema Designer". This feature allows you to create custom database tables and columns, which you can use within Service Desk Manager.


I've compiled a few useful documents for the Communities that provide some details on how the Schema Designer works, as well as some useful things to look into in case you run into an issue.


1. You can find the full documentation on the Schema Designer here:

How to Modify Schema Using Web Screen Painter - CA Service Management - 14.1 - CA Technologies Documentation 

There's a lot of information how to use the tool.


2. This document provides some additional information on some things to look into if the schema publish fails:

Web Screen Painter schema modification - How it works and what to check if it goes wrong. 


3. This document provides some specific details for using the schema designer in an environment with Advanced Availability enabled:

How to Perform Schema Changes using Web Screen Painter on Advanced Availability Configuration 

In times past the only avenue for communication to Service Desk Manager through web services involved using SOAP calls. More recent releases now also provide the ability to communicate through REST web services calls, and in fact the Service Management mobile application communicates via REST as well. After deploying REST you may wish to test the communication, but aren't sure how. I'd like to highlight a very useful document that provides a detailed step by step guide on how to use the tool "SoapUI" to test RESTful web services calls. If you're starting to prepare to use your own REST applications, or plan to use the mobile app, this is a great guide to assist in your testing.


Is there a tool I can use to test CA Service Desk Manager REST Web Service functions? 

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.