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questions+and+answers.jpeg

 

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".

                             

See a question below you might have a response for? Jump In!

Help a Fellow Community Member Out!

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

 

Get Request Form fields values

How to make a Data Object retreive a specific column in SC form 

CA Service Desk & CA Service Catalog Airport use case

SDM - Notify on Maileater Policy Violation

export a field of table "Lista de eventos" 

Attachment Mandatory - Service Option level

Logout event log doesn't shows the reason properly

USS Main page customiztion

CA SDM: ambiguous_ci_where warning

General Information-Status(Readonly)

CA Service Catalog

Query Embedded Entitlements Manager Group Membership

 

Thank You All for Your Efforts!

Chris

questions+and+answers.jpeg

 

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".

See a question below you might have a response for? Jump In!

Help a Fellow Community Member Out!

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

 

Service Desk 12.7, different status path by change type

Get Request Form fields values

How to make a Data Object retreive a specific column in SC form

Duplicate Event/Rule in catalog

Error en conexion con el servidor de correo

How to update custom field on grpmem similar to manager_flag

SDM - Notify on Maileater Policy Violation

export a field of table "Lista de eventos"

Attachment Mandatory - Service Option level

Logout event log doesn't shows the reason properly

property field label and value display on list form

How to change mdbadmin password in CA Service Catalog

Auto close ticket

 

Thank You All for Your Efforts!

Chris

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!

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

 

How to make a Data Object retreive a specific column in SC form

Duplicate Event/Rule in catalog

Error en conexion con el servidor de correo

Work Schedule on Groups

Integration CA SDM & CA SCM

Axis1.4 not generate ArrayOfString and ArrayOfInt and short path of windows 10 folder

Sorting data over LREL

How to update custom field on grpmem similar to manager_flag

SDM - Notify on Maileater Policy Violation

export a field of table "Lista de eventos"

CMDB Custom Image CI

Spel validation

Ca Service desk Upgrade to 14.1 and Offline Boxi Sequence

Mobile Sample Data (Attachments)

 

Thank You All for Your Efforts!

Chris

Rajeev.png

Once a month we'll shine our virtual spotlight on one of the CA Service Management community's members. It's just a fun, easy way for us to get to know one another a little bit beyond our work-related interactions here on the site. This month, we're featuring Rajeev Kumar, CA Technologies.

 

Location:  Hyderabad, India

Current Gig:  Principal Product Manager, CA Service Management

One word that describes how you work:  Collaboratively

How do you use CA Communities and any suggestions for others?  I use CA Communities mostly for product ideation and announcements, but I would like to spend more time reading the posts as there is always so much in them to learn about how a product is being used.  

Mac or PC?  Mac

Mobile Device? Android. Currently using Google Nexus 6P. No plans to switch to iPhone ever

Apps/software/tools you can’t live without? Outlook, WhatsApp, Kindle, TripAdvisor, Banking Apps, Google Keep

Besides your phone and computer, what's your favorite gadget? Digital SLR

What’s your daily work space like? A clean desk with my Macbook Air and Cisco phone.

How do you balance life/work?  I figured there is no ‘balance’.  So now I have a single backlog for work and life that undergoes continuous value-based prioritisation.

Best advice you can give and you have received? Perseverance is key to success. When it comes to communicating with people - listen, think, talk in that order.

What everyday thing are you better at than anyone else? There is always going to be someone better in all the areas that I consider myself good at. I guess what I don’t see often in people around me is the ability to constantly learn from others, that may be the one.

A few years back CA's move to 'gold key' provided its customers with a simplified license management approach for CA products. A CA product with a 'gold key' assumes that the customer is using the product per the terms, conditions and license metrics defined in the contract, and doesn't enforce a programmatic license check. While this mechanism eliminates the complexities involved with license keys and associated maintenance, it also transfers, almost entirely, the onus of ensuring license compliance to application administrators.

 

This blog explains the method for determining CA BSI license usage to help application administrators in ensuring compliance.

 

CA BSI has a UI screen buried in the product that provides usage information summarized on a single page. This page can be accessed by directly typing http://<bsiserver>/Licenses/Licenses.aspx  in a browser's address bar, where <bsiserver> should be replaced with the web server host/domain name. This should bring up a page similar to the image below:

 

bsi_lic.png

 

Here the 'Used' column is relevant from usage tracking perspective. It provides the number for each metric actively being used. The 'Maximum' column is not relevant as the 'gold key' transition removed maximum limits as enforced by the product earlier. For obtaining the accurate maximum limits for license metrics the contract document should be referred.

 

Name

Description

Adapters

Number of adapters that are currently connected to the CA BSI server.

Concurrent Users

Number of current concurrent users.

Contracts

Number of contracts currently defined in the system.

Metrics

Number of Metrics currently defined in the system.

Contract Parties

Number of contract parties currently defined in the system.

Reports

Number of saved reports in the system

Users

Total number of users defined in the system.

 

It's recommended that application administrators review this information at frequent intervals to take note of usage and address any compliance gaps.

 

Dear Community Member,

 

The next 'end of sprint demo' under CA Service Management 'Hampi' Validation program is scheduled for Friday, March 18, 10 AM ET. We will also kick-off the hands-on validation activity in this call to provide the validation participants with a hosted environment to play around with the features that we are building for the next release.

 

If you have already signed up for the validation program, please download the calendar invite here - https://validate.ca.com/project/article/admin/item.html?cap=F2B02079ABFA495D81344D57E4E09310&artid={29F1D1C9C3FC4166A3D5…

 

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' sessions to catch up on what we have covered so far. We look forward to having you join us on March 18.

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!

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

 

CA Service Catalog SLA

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

CA SDM-RA integration through IT PAM

Service Desk 12.7, different status path by change type

Get Request Form fields values

How to make a Data Object retreive a specific column in SC form

Duplicate Event/Rule in catalog

Add / modify field in Web Screen Painter (CA Service Desk)

Error en conexion con el servidor de correo

Ca Service desk Upgrade to 14.1 and Offline Boxi Sequence

 

Thank You All for Your Efforts!

Chris

Register for the ITSM Virtual Summit before March 23rd and be entered to win an Apple Watch!

 

Each year we host an ITSM virtual summit which gives you an opportunity to hear from industry thought leaders  (i.e. Forrester, Ovum, ITSMF, HDI, Pink Elephant) and experts at CA Technologies. This year we have a great list of speakers and sessions, but along with that, we have an exciting prize for early registrants. An Apple Watch giveaway (see T&C) for anyone that registers before March 23rd.  

 

To enter the contest, you can (a) register for the Summit on BrightTALK by March 23rd and attend any/multiple sessions or (b) tweet something interesting about the event using the hashtag #ITSMSummit (see T&Cs). Of course, doing both will increase your chances. 

 

About the Virtual Summit

 

The CA ITSM Virtual Summit is a great way to learn about top trends and latest best practices from industry thought-leaders.  In this ITSM Virtual Summit, you’ll hear experts discuss how to provide users with a simple way to connect with IT.   You’ll learn how to deliver services in a way that users expect in an app economy.   The future of ITSM is built for speed, and designed for humans.  Embrace the team, not the ticket.

 

 

Register now and secure your seat, and a chance to win a new gadget!

 

Enjoy the Virtual Summit!

 

 

Thanks,

CA ITSM Product Team

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.

 

 

Member Activity

 

Ask a Question, Get a Response - Unanswered Question? Offer a Solution (Mar 4 - Mar 11)

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

 

Meet the 2016 CA Champions for Service Management!

 

MACUL2012

Lindsay_Estabrooks

gbruneau

Gutis

cdtj

Alex_Perretti

camja06

Paul_Coccimiglio

Naveen_Desham

Jon_Israel

Brian_Mathato

Michael_Mueller

Kyle_R

Raghu.Rudraraju

Gale_Bacon

Congratulations!

Learn more about the CA Champions Program HERE: Community GO! CA Champions

 

Meet CA Support Engineers

 

Meet CA Support Engineer for Service Management: Vinod Subburaj

 

vinodsubburaj.jpg

 

Thank you for all contributions to the CA Service Management community Vinod!

 

service-management-chat.jpeg

 

CA Service Management

available worldwide

8am - 6pm

US Eastern Time

Additional Times May Apply


Tips and Helpful Information

 

CA SDM Loading Organization pdm_load

 

CA SDM Data partition::. call_req cr

get_object_values

Meet CA Support Engineer for Service Management: Vinod Subburaj

iWatch Givewaway | ITSM Virtual Summit | T&Cs

Best Tweet Contest | ITSM Virtual Summit | T&Cs

BOP-LOGIN Spel Method to get session information

New CA SAM Catalogs (v. 4.2.3) are available in CA Service Management

Courtesy Announcement for Service Management Customers re Process Automation 4.1 0000, 4.1 SP01, 4.2 0000 and 4.2 SP01 EOS

CA SDM - CA Service Desk - AHD Codes - Error

Community Hack - Meet the 2016 CA Champions

Community Hack - Changing Your Landing Page

add_contact

SPEL API methods

add_issue

add_change_order

add_request

Using ethnographic research to build a better service desk - Highlight

Tip: How to confirm the version of Windows that a computer is on

Tip: After ITSM 14.1 C2, patch to fix change Assignees being limited ONLY to Group lookup

What are the top 3 things you show new team members before they start using CA products?

generic_activity_log

CA Service Management: Meeting Today’s ITSM Challenges

Moving IT Service Management to the 21st century

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

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

 

Top 10 Latest Ideas by Activity

Prevent Activity being logged if no changes are made1NEW

Add time spent to activities for analysts in mobile app1NEW

Survey per tenant configuration6NEW

Tenant Survey9NEW

Service Catalog - Combining Service View and Request View1NEW

BSI OFFICE plugin compatibility with Win10 and Office 201611NEW

Federated Search by Role Tenancy Permissions45UNDER REVIEW

Link to APM asset from SDM15UNDER REVIEW

Increase the length of a text field property2NEW

Impersonate capability1NEW

 

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

 

tortuga.jpeg

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.

 

      

Such an AWESOME job by members helping others last week that this weeks list is about HALF as long!

 

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

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

 

CDB creation failed

Update Catalog Form error

CA Service Catalog SLA

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

CA SDM-RA integration through IT PAM

Service Desk 12.7, different status path by change type

Get Request Form fields values

How to make a Data Object retreive a specific column in SC form

Time spent mandatory field, for to escalate, to transfer, to research and update solved status.

 

Thank You All for Your Efforts!

Chris

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