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Dear Community Member,

 

We are pleased to announce that CA Service Management 17.2 is now available. Some of the new features and enhancements included in this release are:

 

  1. Service Point: A modern user experience for business users that uses a search-centric approach and natural language input to deliver self-service that can drive down the cost of level-1 support and improve user satisfaction.
  2. Service Point Mobile App: A new light-weight mobile app aligned with the Service Point user experience on Android and iOS® platforms. The app is published as “CA Service Point” in Apple® App Store and Google Play. This app does not replace the existing CA Service Management mobile app. The two apps will co-exist until announced otherwise.
  3. Self-Service Reporting: Reporting content for CA Business Intelligence (Jaspersoft®) providing the ability for users to create reports for Service Desk capabilities using drag-and-drop functionality.
  4. xFlow Analyst Interface Improvements: Several usability and personalization enhancements for analysts to be more productive while using xFlow. 
  5. Secure Configurations: New functionality making it easier for administrators to configure TLS/SSL in Service Desk Manager and associated product components.
  6. Several other usability, performance, and security improvements.


We encourage you to use the following resources to learn more about the release.

 

You can download your copy of CA Service Management 17.2 online at https://support.ca.com where you can also utilize CA’s case management system. To install or upgrade your product, follow the installation procedures at https://docops.ca.com/ca-service-management/17-2/en/upgrading. If you have any questions or require assistance, contact CA Customer Care online at http://www.ca.com/us/customer-care.aspx.

 

Should you need assistance in understanding these new features or in implementing this latest release, CA Services and/or services partners can help.  For information about how these service experts can help you, contact your CA account representative.  To connect, learn, and share with other customers, join and participate in our CA Service Management Community at https://communities.ca.com/community/ca-service-management

Please review the CA End of Service/End of Life Policy within the Working with CA Support guide available at https://support.ca.com by navigating to the Support Policies link.

 

Thank you again for your business.

CA Technologies, a Broadcom Company, is continually working to improve our software and services to best meet the needs of our customers. In accordance with the CA End of Service/End of Life Policy within the Working with CA Support guide available at https://support.ca.com by navigating to the Support Policies link, please consider this email your written notification that we are discontinuing technical support for CA Process Automation 4.3 0000 and 4.3 SP01 effective March 31, 2020. This will allow our Development organization to more effectively focus its resources and add value to the next release of CA Process Automation. After March 31, 2020, CA Technologies will continue to make self-service support available until the end of your current maintenance term.
At this time, we encourage you to plan for the migration to CA Process Automation 4.3 SP04 as soon as possible, so you can take full advantage of the features and enhancements this release has to offer. For information on CA Process Automation, please visit the CA Process Automation pages at CA Support Online (https://support.ca.com).
As CA Technologies would like to make your upgrade to CA Process Automation 4.3 SP04 as straightforward as possible, we are offering the following:
• CA Process Automation 4.3 SP04, at no charge, providing you have an active maintenance contract for CA Process Automation. Documentation to help you prepare for your upgrade to CA Process Automation 4.3 SP04 can be viewed on the CA Process Automation pages at CA Support Online (https://support.ca.com).
• Accelerated time-to-value when you engage CA Services to assist you with any or all parts of your upgrade. Additional information can be found in Seven Strategies for Successful Upgrade and Upgrade Services available on www.ca.com/services. Please contact your CA account representative to receive a quote for such services.
• Upgrade assistance from qualified local CA partners. For more information and a list of partners in your area, please contact your local CA Channel Partner Group office, (http://www.ca.com/partners.aspx).
• CA Extended Support, a CA Technologies support offering, that extends support for CA Technologies software product versions or releases that have reached End of Service. CA Extended Support may be available for a limited time after the End of Service date. Please note however, that in most cases CA upgrade services will provide a more cost effective and valued approach than CA Extended Support alone. Please visit our website, CA Support Online (https://support.ca.com) for more information.
Your success is very important to us, and we look forward to continuing our successful partnership with you.

 

 

Copyright © 2019 Broadcom. All Rights Reserved. Broadcom, the pulse logo, Connecting everything, CA Technologies and the
CA technologies logo are among the trademarks of Broadcom. The term “Broadcom” refers to Broadcom Inc. and/or its
subsidiaries.

Frequently Asked Questions for Oracle® Java® in Service Management products.

CA Service Desk Manager (SDM), CA Service Catalog (Service Catalog), CA Asset Portfolio Management (APM), CA Business Service Insight (BSI), CA Embedded Entitlements Manager (CA EEM)

 

Q: There are a lot of Java folders that are created by the installer of Service management products. Is CA Technologies, A Broadcom Company, responsible for the licensing of these instances?

A: Yes, wherever CA ships Java Runtime Environment (JRE) or Java Development Kit (JDK) with CA Service Management products, CA is responsible for licensing and maintenance of those instances of Java.

Q: I have installed or upgraded an instance of the JRE/JDK myself, is CA responsible for the license of these instances?

A: CA is NOT responsible for licensing of the JRE/JDK instances that are not shipped with CA’s products.

Q: What about the pre-requisite JRE used during the APM 17.x/14.x installation?

A: JRE/JDK is not a pre-requisite for APM 17.x/14.x installation.

Q: Given that there won’t be public updates of Java 8 after January 2019, what is CA’s status for Java 8 with respect to 14.x and 17.x releases?

 A: CA has Extended Support for Java 8 until July 31, 2019. If there is a new security vulnerability found and Oracle provides a patch to address it, CA will provide access to any such patches to customers for JDKs shipped with CA products.

Q: What is CA’s position on Java 11?

A: Java 11 is currently planned to be certified and packaged with the next release of CA Service Management products – version 17.2, which is currently planned to be released in the first half of calendar year 2019.*

Q: What about getting the latest Java 11 patches? Will CA be providing these updates?

A: Yes, if we determine that a Java update is required and Oracle has published an update addressing those requirements, CA would provide access to such patches through CA Support. Such patches would be rolled out in similar fashion as that of other standard packages for the products.

 

Copyright © 2019 Broadcom.  All Rights Reserved.  The term “Broadcom” refers to Broadcom Inc. and/or its subsidiaries. Broadcom, the pulse logo, Connecting everything, CA Technologies and the CA technologies logo are among the trademarks of Broadcom. Oracle and Java are registered trademarks of Oracle and/or its affiliates. Other names may be trademarks of their respective owners.

 

*Please note, the development, release and timing of any features or functionality described in this presentation remain at CA’s sole discretion and is subject to change or withdrawal by CA at any time without notice.

CA Service Management 17.1 Roll-up Patch 2 (17.1.0.2) Released

 

Dear Community:

 

On behalf of CA Technologies, a Broadcom Company, we appreciate your business and the opportunity to provide you with high-quality, innovative software and services. As part of our ongoing commitment to customer success, we regularly release updated patches for our products. Today, we are pleased to announce the availability of CA Service Management 17.1 Roll-Up Patch 2 (17.1.0.2). This Roll-Up patch is delivered for CA Service Management 17.1 and above.

 

Summary:
Customers planning to upgrade to CA Service Management 17.1 and those who have already upgraded to CA Service Management 17.1 should install this patch in order to obtain resolutions to the issues identified in the Release Notes section of the product documentation as well as to receive future fixes as detailed in the Defect Resolution Process.

 

Patch Content:

This update includes several fixes for CA Service Desk Manager, CA Service Catalog, CA IT Asset Manager (Asset Portfolio Management), Unified Self-Service, and xFlow. We encourage you to visit CA Service Management 17.1.0.2 Release Notes for a summary of the fixes included in this patch and to also review How to Implement 17.1.0.2 prior to applying the patch.

You can download your copy of CA Service Management 17.1 Roll-Up Patch 2 (17.1.0.2) from CA Support Online - CA Service Management Solutions & Patches.

 

Need More Help?

 

Thank you again for your business.

After implementing CA Service Management 17.X, fuzzy text is displayed on the web interface. This font is difficult for few users to read and understand. As a workaround, users can override the default font for the web interface.

For more information, see Troubleshooting CA Service Management.

 

Dear Community:

 

On behalf of CA Technologies, we appreciate your business and the opportunity to provide you with high-quality, innovative software and services. As part of our ongoing commitment to customer success, we regularly announce updated releases and maintenance for our products.

 

Today, we are pleased to announce the availability of CA Service Management 14.1.05 Roll-Up Patch 1 (14.1.05.1). Installing this patch provides for your systems to be current on maintenance for CA Service Management 14.1.05 per the guidelines detailed in the Defect Resolution Process.

 

This update includes maintenance for CA Service Desk Manager, CA Service Catalog, CA IT Asset Manager (Asset Portfolio Management), Unified Self-Service, and xFlow. We encourage you to visit https://docops.ca.com/ca-service-management/14-1/en/release-information/ca-service-management-release-14-1-05-1 for a summary of the updates included in this patch and to also review https://docops.ca.com/ca-service-management/14-1/en/implementing/implementing-ca-service-management-14-1-05-1 prior to applying the patch.

 

You can download your copy of CA Service Management 14.1.05 Roll-Up Patch 1 (14.1.05.1) online at CA Service Management Solutions & Patches.

 

If you have any questions or require assistance, contact CA Customer Care online at http://www.ca.com/us/customer-care.aspx.

 

Should you need any assistance, our CA Services experts can help.  For more information on CA Services and how you can leverage our experience, please visit www.ca.com/services.

 

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

Thanks to all who participated in the Community survey we did last month focused how customers are using CA Service Management outside of IT. As promised, we are sharing the results with you, and they are quite interesting.

 

In fact, the results are so interesting, we are going to have customers present their use cases in future Community webcasts and in CA World sessions. Why? Well, the fact is that while almost all are using CASM as an IT service desk, 51% are getting additional value from it by using it in scenarios outside of IT. We are thinking that maybe customers can learn from these non-IT use case presentations to gain more value from their existing investments in CASM.

 

Here are the results

 

In reality, these results aren't completely surprising as non-IT use of ITSM solutions has been a building trend over the past 5-10 years; it has gained enough momentum that it is now referred to as Enterprise Service Management, or ESM, and is a big focus of industry analysts and pundits; some have even abandoned the term ITSM and now solely use ESM. We'll have some industry pundits speak on this topic as well in the coming months. Stay tuned!

 

Feel free to contact me with any questions at allen.houpt@ca.com

Dear Community:

 

On behalf of CA Technologies, we appreciate your business and the opportunity to provide you with high-quality, innovative software and services. As part of our ongoing commitment to customer success, we regularly release updated patches for our products. Today, we are pleased to announce the availability of CA Service Management 17.1 Roll-Up Patch 1 (17.1.0.1). This Roll-Up patch is delivered for CA Service Management 17.1 and above.

 

Summary:
Customers planning to upgrade to CA Service Management 17.1 and those who have already upgraded to CA Service Management 17.1 should install this patch in order to obtain resolutions to the issues identified in the Release Notes section of the wiki as well as to receive future fixes as detailed in the Defect Resolution Process.

 

Patch Content:

This update includes several fixes for CA Service Desk Manager, CA Service Catalog, CA IT Asset Manager (Asset Portfolio Management), Unified Self-Service, and xFlow. We encourage you to visit CA Service Management 17.1.0.1 Release Notes for a summary of the fixes included in this patch and to also review How to Implement 17.1.0.1 prior to applying the patch.

You can download your copy of CA Service Management 17.1 Roll-Up Patch 1 (17.1.0.1) from CA Support Online - CA Service Management Solutions & Patches.

 

Need More Help?

 

Thank you again for your business.

CA Technologies is conducting a short CA Service Management/CA Service Desk Manager (CASM) survey that we hope will help you get more value from the product. We are interested in how customers use CASM. Are you using it in clever ways? In departments outside IT like HR, Finance, AV, Facilities...? Externally for enabling business applications like managing manufacturing defects, retail complaints, hospitality requests, facilities requests or issues, access to public services...? We will share the survey findings in the CASM Community so you can see how others are using the product and maybe learn new ways to get more value from your existing product investment.

 

The survey is being administered by TechValidate, takes less than 5 minutes and can be accessed here:

 

 

Thanks in advance for your participation. We truly appreciate it.

The CA Service Management Product Team

CA Virtual Summit

CA is hosted a Virtual Summit that included an ITSM track entitled "ITSM: What's Hot, New, Next and Not!"   We assembled a cast of ITSM industry analysts, industry experts and CA experts who discuss the future of ITSM and the service desk, and what we need to do now to be ready for it. The webcasts are free; all you need to do is click on the links below to sign up.  Here is the line up...Don't miss out on these great thought leader sessions:

 

Click on each session title for more details and to register for the session

 

Click to RegisterITSM: Helping Enable the Future Workplace

Service management helps organizations enable and support modern working practices that increasingly embody more mobile and flexible work styles. Ovum senior analyst Adam Holtby will discuss how the way people work is changing in response to digital transformation and share findings from recent Ovum research into the digital workplace and why service management is important in delivering against digital initiatives.

 

The IT Service Management Hub: A Magnet for IT Transformation Click to Register

Leveraging recent research data, EMA vice president Dennis Drogseth will examine how ITSM is evolving to become a hub for all of IT. He will share ITSM's role in integrated asset management, integrated operations and war-room needs, DevOps/agile, SecOps and ITSM’s growing role as a center for IT governance. He will explore what technologies, organizational changes, and process adoptions are critical and obstacles.

 

Click to Register

How Will AI, Machine Learning and Robotics Change ITSM?

AI, Robotics, Machine Learning.  EVP of Pink Elephant George Spalding will present how these new technologies will be exploited to change the way we do Service Management, IT and business in general. He will discuss how they will disrupt and change the value proposition of any Service Provider and our jobs (if they still exist). Listen in for an in-depth explanation of these technologies in ITSM and learn what’s coming next.

 

Click to Register

Will the Real ITSM Please Stand Up?

Thomas Mendel, Managing Director of industry analyst firm Research in Action, presents new findings derived from his recent research into 1500 IT organizations and how they use ITSM and the vendor tools they employ.  Hear about the market trends and challenges these ITSM practitioners consider important to and what ITSM practitioners think of the top 20 ITSM vendors. What you hear may surprise you.

 

Click to RegisterITSM in the Modern Software Factory: The New Way to Drive IT and Business Value

Agile, DevOps, Lean, digital transformation, cyber threats and constant change. To keep up IT must become a “Modern Software Factory” with a strong ITSM foundation. Darren Arcangel, co-author of the book ITIL® and the Information Lifecycle - Integrating Agile, DevOps and ITSM, explains the Modern Software Factory, how these things all interrelate, and the challenges and opportunities they present to ITSM and IT organizations.

 

Hope You Enjoy the Show!

Hi everyone,

 

This came up on couple of other threads too and I thought of resurfacing the links a bit. CA team has put together some great education material on 17.1 and its free from what I know, here are a few links:

 

1) CA Service Management 17.1: Feature Walk-Through 

The content is very modular too and has a good mixture of short videos and reading about:

- Various xFlow Interface and Service Desk Manager enhancements in CA Service Management 17.1

- Identifying the installation and upgrade process for CA Service Management 17.1 

- Identifying the different issues that might arise during installation, configuration, and post-installation process and be able to troubleshoot them

 

Good thing about this content is that you can pause and resume your learning as you go through it.  You can revisit it later on etc., too.

http://educationcontent.ca.com/CA_SM_Feature_Walk-Through/index.html#/?_k=5a9i06

 

2) In additional there are more modules too:

 

1) There's a short video on Insights here: 

CA Service Management 17.1 Release Notes - CA Service Management - 17.1 - CA Technologies Documentation 

 

2) A recording of 17.1 overview that was done on this Community previously: Replay - Repeat: CA Service Management 17.1 – Overview and Drill-down

 

3) Finally, a great Upgrade webinar that was done for this Community earlier:

Replay - Tips, Tricks & Tools to Make Upgrading to New Releases of CA ITSM Easier

 

Hope all of these together will help you understand the new modules in 17.1 as well as pave a way for upgrades etc.,

 

As always, both the Community here as well as CA Support are available in case you have any questions.

 

_R

Dear Community User,

 

We are pleased to announce the availability of CA Service Management 14.1 Cumulative Patch 5 (14.1.05). This cumulative patch is delivered for CA Service Desk Manager 14.1, CA Service Catalog 14.1, and CA Asset Portfolio Management 14.1 and above.

 

Summary
We recommend upgrading your CA Service Management implementation to the latest release to take advantage of all current features and improvements. If you are unable to upgrade to the latest release, CA has made a patch available for CA Service Management 14.1. Customers with CA Service Management 14.1 should install this patch if you are interested in obtaining resolutions to the issues identified in the Release Information section of the wiki as well as to receive future fixes as detailed in the Defect Resolution Process.

 

Patch Content

This update includes several fixes for CA Service Desk Manager, CA Service Catalog, CA IT Asset Manager (Asset Portfolio Management), Unified Self-Service, and xFlow along with all previously released cumulative patches for CA Service Management 14.1. We encourage you to visit CA Service Management documentation wiki to review the fixes included in this patch and how to implement the update.

 

You can download your copy of CA Service Management 14.1 Cumulative Patch 5 (14.1.05) from CA Support Online - CA Service Management Solutions & Patches.

 

Need More Help?

Dear Community User,

 

We are pleased to announce the availability of CA Service Management Mobile App 3.1.13. 

 

This update includes several fixes for the Mobile App along with support for Android 8 and iOS 11. We encourage you to visit CA Service Management documentation wiki to review the fixes included in this patch.

 

You can download the CA Service Management app now from Google Play or iTunes.

 

Thank you!

 

Dear Community -

 

As part of the 17.1 release announced this week, we have delivered the following Ideas from the Community:

 

SAML 2.0 support for Service Desk authentication 

Support for HTML/Rich Text formatted emails 

Maileater to support wild card SSL certificates 

Ability to calculate ticket durations based on the analyst's workshift hours, as well as to omit durations the ticket was in a particular status 

Install Jaspersoft on SQL Server named instance database 

SDM emailEater SSL Connection 

NTLM authentication required for Knowledge Management/Sharepoint adapter  

Change font size or color on Request offerings 

Total Resolution time 

Calculation of mean time from open to close 

 

Your Ideas continue to be a vital part of our product planning process. Please continue to submit, vote, and discuss Ideas so that we can be sure to continue to improve the solution where you - our customers - need it most.

 

Thank You!

Carol Piccus

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 http://www.ca.com/us/customer-care.aspx where you can submit an online request. You can also call CA Customer Care at +1-800-225-5224 in North America or see http://www.ca.com/phone 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 www.ca.com/services.  

 

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: https://support.ca.com/.  


Thank you again for your business.