Chat Transcript: Office Hours for CA Service Management [Aug 13 2015]

Document created by Chris_Hackett Employee on Aug 17, 2015
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08/13/2015    07:00:20 AM    from Chris Hackett (CA) to Everyone:

  Hi All - We'll be starting in a few minutes!

08/13/2015    07:02:44 AM    from Chris Hackett (CA) to Everyone:

  OK Everyone - We're ready for questions!

08/13/2015    07:03:02 AM    from sharath to Everyone:

  Thanks.

08/13/2015    07:04:11 AM    from Allen Jacobs to Everyone:

  What is the lastest with SDM 14?

08/13/2015    07:04:38 AM    from Paul (CA) to Everyone:

  @Allen - what exactly do you mean about "the latest with SDM 14"?

08/13/2015    07:05:22 AM    from sharath to Everyone:

  I have put this question in community or might have asked CA earlier. All the requests from catalog will have a servicedesk request for fulfillment and when we have sdm request closed, we want to see the catalog order also to get closed. We can use PAM but on inactive ticket we cant trigger an event

08/13/2015    07:05:43 AM    from Chris Hackett (CA) to Everyone:

  Check out: CA Service Management: Going Big at CA World - https://communities.ca.com/community/ca-service-management/blog/2015/08/07/ca-service-management-going-big-at-ca-world

08/13/2015    07:05:49 AM    from Naveen Desham to Everyone:

  @Alex, were you referring to any known issues or patches?

08/13/2015    07:05:49 AM    from Allen Jacobs to Everyone:

  Any new cum patch or 14.x

08/13/2015    07:06:07 AM    from Paul (CA) to Everyone:

  @Allen - CUM#1 for SDM 14.1 is the latest release and is available on CA Support Online

08/13/2015    07:06:16 AM    from Sergio to Everyone:

  The Panels on PAM IRFs does not works. You can build it and use the IRF scripts to manage it but when you try to fill some object inside a Panel from a process it does not works.

Do you have any plans to solve this problem?

08/13/2015    07:07:01 AM    from Paul (CA) to Everyone:

  @Sharath - what version of CA SDM and ITPAM are you using?

08/13/2015    07:07:25 AM    from sharath to Everyone:

  Sorry, we use Service Management R14.1

08/13/2015    07:08:28 AM    from Andrea Holmes to Everyone:

  I registered for CA World yesterday and noticed there are no topics specific to Service Desk Manager.  Is this because they are already full or will there be some added?

08/13/2015    07:09:11 AM    from Naveen Desham to Everyone:

  @Sharath - Were you referring to catalog event trigger when the SDM ticket is closed or SDM should trigger an event after ticket closure?

08/13/2015    07:10:40 AM    from sharath to Everyone:

  @Naveen, I want a way to close catalog request as soon as serviecdesk ticket closes. SO looking for a way to trigger PAM from SDM after the ticket is closed , so my PAM proccess go back and close the relavent catalog request

08/13/2015    07:13:19 AM    from Paul (CA) to Everyone:

  @Sharath - In previous version of CA SDM, there was a test fix provided to allow PAM triggers on inactive/closed SDM tickets.  Please open a CA Support ticket and mention PROB#2878

08/13/2015    07:14:02 AM    from sharath to Everyone:

  Afterhours always helped me.. One more this time. Thanks

08/13/2015    07:14:31 AM    from Chris Hackett (CA) to Everyone:

  @Andrea - In the post above "Check out: CA Service Management: Going Big at CA World - https://communities.ca.com/community/ca-service-management/blog/2015/08/07/ca-service-management-going-big-at-ca-world" it says to "You can find general info at the CA World website and dig into session details in the Session Catalog (search on terms like ‘service management’, ‘ITSM’ or ‘asset manage’)."

08/13/2015    07:14:41 AM    from Paul (CA) to Everyone:

  @Sharath - You're welcome!  Hopefully the proposed solution works for you.

08/13/2015    07:15:21 AM    from sharath to Everyone:

  @Paul. thanks!

08/13/2015    07:16:32 AM    from Martin Hammond to Everyone:

  Google Chrome is removing NPAPI how is CA responding to this, removing Chrome from Certification?

08/13/2015    07:16:33 AM    from Naveen Desham to Everyone:

  @Sergio - Did you open support issue for the panel issue with IRF already? Was that identified as bug or by design?

08/13/2015    07:17:03 AM    from Sergio to Everyone:

  Yes, and this is a product issue.

08/13/2015    07:19:22 AM    from sharath to Everyone:

  CA should plan to allow configurations/customizations to USS.. Any development ont his already?

08/13/2015    07:19:48 AM    from Naveen Desham to Everyone:

  @Sergio, was that identified as a bug or a product limitation? If it is a product limitation, did you open enhancement idea already?

08/13/2015    07:20:08 AM    from Rajeev Kumar (CA) to Everyone:

  @Martin - We are looking hard into addressing the NPAPI removal from Chrome. Chrome is currently supported, and we do not plan to take it off the list of supported browser. We will keep the community posted on the updates surrounding this topic. 

08/13/2015    07:20:59 AM    from Sergio to Everyone:

  @Naveen, I'm not sure at this moment but I think that this is a bug.

08/13/2015    07:22:08 AM    from Naveen Desham to Everyone:

  @Sergio - pls open support ticket if not there so that our engineers would confirm if it bug or product limitation so that it can be addressed accordingly.

08/13/2015    07:22:41 AM    from Sergio to Everyone:

  Ok @Naveen, thank you

08/13/2015    07:23:36 AM    from Martin Hammond to Everyone:

  @raveev we will be looking for your updates - Could you also comment on MS Edge and SDM 12.9 and SM 14.1 please - taking it will be fully supported

08/13/2015    07:24:19 AM    from Rajeev Kumar (CA) to Everyone:

  @Sharat - We are addressing configuration for some USS fucntionality in the next release of CA Service Management. Please submit your ideas so that we don't lose track of good thoughts. It will be great if you can participate in the validation program to give us feedback on pre-release capability.

08/13/2015    07:25:06 AM    from sharath to Everyone:

  @Rajeev. Definetly, Will do. thanks!

08/13/2015    07:27:04 AM    from Rajeev Kumar (CA) to Everyone:

  @Martin - Microsoft Edge browser (Windows 10) support is on our radar as well. We will announce support for it once we are done with the compatibility verfication.

08/13/2015    07:27:05 AM    from Martin Hammond to Everyone:

  Is there plans to bring the code 'merge' tool into SM 15.1? and also when can we expect 15.1 to be released. given the smart upgrade and your increased cycle of products we want to be enabled as possible to keep in step

08/13/2015    07:27:55 AM    from sharath to Everyone:

  We have a remote MDB and my database team doestnt want to keep any CA files... Can we remove the installation files on the database server

08/13/2015    07:28:28 AM    from Naveen Desham to Everyone:

  @Allen - Here is the URL for the R14.1 CUM1 patches:

http://www.ca.com/us/support/ca-support-online/product-content/recommended-reading/technical-document-index/ca-service-desk-manager-14-1-solutions-patches.aspx?id=%7B7ADE9AB0-ABCC-4488-A668-E05BDB0A885E%7D

08/13/2015    07:28:49 AM    from sharath to Everyone:

  Program Files (x86)\CA\SC\Mdb-- refering to this Path

08/13/2015    07:28:52 AM    from Martin Hammond to Everyone:

  @Rajeev Thank you, just trying to keep on top of browsers given the diverse demographic we have to satisfy

08/13/2015    07:29:43 AM    from Avneesh Bhatnagar (CA) to Everyone:

  @Martin sorry which 'merge' tool are you refering to here please?

08/13/2015    07:29:48 AM    from Paul (CA) to Everyone:

  @Sharath - what is the concern with the MDB install files?  They are not that large.

08/13/2015    07:30:37 AM    from Rajeev Kumar (CA) to Everyone:

  @Martin - On browser support - agree. It gets overwhelming pretty quickly with jet fast releases and auto-updates :P.

08/13/2015    07:30:41 AM    from sharath to Everyone:

  Per the client standards only database files we should havem not application files. After an installation, do we need those files

08/13/2015    07:30:47 AM    from Martin Hammond to Everyone:

  @Rajeev we have awareness of some beta tooling that assists in merging CA and custom code.

08/13/2015    07:31:42 AM    from Paul (CA) to Everyone:

  @Sharath- they really should be kept there since the next time you attempt to update/upgrade the MDB, the installation will be looking for those files to validate the MDB install.  You will just be causing yourself issues down the road if they are removed.

08/13/2015    07:32:31 AM    from sharath to Everyone:

  @paul, we have installed it on E drive, and without a reinstall do we have a better solution to move them to C drive

08/13/2015    07:32:52 AM    from Avneesh Bhatnagar (CA) to Everyone:

  @Martin we do not have a definative date for our next major release, are the plans of the same firm up we will update the community.

08/13/2015    07:33:18 AM    from Paul (CA) to Everyone:

  @Sharath - it is not as simple as moving the directory as there are also registry entries created that refer to the install location

08/13/2015    07:34:18 AM    from sharath to Everyone:

  @Paul.. thanks.

08/13/2015    07:34:56 AM    from Catherine Schuman - CJ (CA) to Everyone:

  Does anyone have any other questions today?

08/13/2015    07:35:12 AM    from Asheesh to Everyone:

  I have a question regarding not_log table ?

08/13/2015    07:35:14 AM    from Martin Hammond to Everyone:

  @avneesh We have developed SM 14.1 with CP1 and we now very interested in what changes are coming to SM 15.1 so we can plan. We will await the announcement.

08/13/2015    07:35:17 AM    from sharath to Everyone:

  Couple of more on MDB, with out enabling the SQL browser services and named pipes it was not easy to Install MDB. Is it same with R14.1 or can we disable it after /before installation

08/13/2015    07:36:21 AM    from Paul (CA) to Everyone:

  @Sharath - the SQL server requirements have not changed with SM 14.1 so the same regarding named piper and browsing services will apply

08/13/2015    07:36:46 AM    from vinod (CA) to Everyone:

  @Avneesh  what query you have on not_log

08/13/2015    07:36:55 AM    from sharath to Everyone:

  @Paul, so we need to have them enabled for SQl 2014 version. ?

08/13/2015    07:37:18 AM    from Paul (CA) to Everyone:

  @Sharath - that is correct

08/13/2015    07:37:32 AM    from sharath to Everyone:

  Thanks

08/13/2015    07:37:48 AM    from Martin Hammond to Everyone:

  One last question as customer outages for upgrades are always of real contention - We raised https://communities.ca.com/ideas/235722348 about rolling maintenance in AA is this something being considered to reduce downtime?

08/13/2015    07:37:50 AM    from vinod (CA) to Everyone:

  @Asheesh what query you have on not_log ?

08/13/2015    07:37:56 AM    from Asheesh to Everyone:

  What if I purge it as its is growing large what all ticket data i will loose ?

08/13/2015    07:38:08 AM    from Naveen Desham to Everyone:

  @Sharath, nothing has changed in terms of SQL requirements

08/13/2015    07:38:42 AM    from vinod (CA) to Everyone:

  it will hold only notification information, i,e all the email notification which goes out from SDM will be recorded

08/13/2015    07:38:56 AM    from Naveen Desham to Everyone:

  @Asheesh, there wont any loss to ticket data, just that notification information will be lost for the tickets

08/13/2015    07:38:58 AM    from sharath to Everyone:

  @naveen, thanks. So can conclude that without enabling the sql browser service and named pipes we cant install MDB on remote server

08/13/2015    07:39:05 AM    from vinod (CA) to Everyone:

  if the size is increasing, you may try to run a query to delete them on the tickets which are closed

08/13/2015    07:40:02 AM    from vinod (CA) to Everyone:

  @Asheesh , these are the queries you may try to run : DELETE  from not_log

   WHERE cntxt_obj in (Select persid from call_req where (persid in (select

   cntxt_obj from not_log where cntxt_obj

   like 'cr%') AND active_flag =0))

08/13/2015    07:40:25 AM    from vinod (CA) to Everyone:

  this is for call_req, like wise you have to run it on change order aswell

08/13/2015    07:40:39 AM    from Asheesh to Everyone:

  will it also impact log data and notification data also

08/13/2015    07:40:46 AM    from Naveen Desham to Everyone:

  @Asheesh, if it is SQL DB, then after running the query mentioned by Vinod, make sure you run dbshrink which reduces the DB space

08/13/2015    07:40:59 AM    from vinod (CA) to Everyone:

  no not log data..

08/13/2015    07:41:00 AM    from Asheesh to Everyone:

  Ticket logs

08/13/2015    07:41:14 AM    from Naveen Desham to Everyone:

  @Asheesh, no impact on activity or tickets logs

08/13/2015    07:41:24 AM    from Asheesh to Everyone:

  great .... Thanks

08/13/2015    07:41:28 AM    from vinod (CA) to Everyone:

  @Asheesh, you have archive and purge rule on it

08/13/2015    07:41:39 AM    from Rajeev Kumar (CA) to Everyone:

  @Martin - We will post review updates on the idea as it progresses in the ideation process. For now, it's not included in a 'release' plan.

08/13/2015    07:42:23 AM    from Derek Cavour to Everyone:

  Is there a release date for SM 15.x?

08/13/2015    07:43:13 AM    from Vishnu to Everyone:

  Road Map for CA SDM ?

08/13/2015    07:43:40 AM    from Asheesh to Everyone:

  @Vinod yes

08/13/2015    07:43:41 AM    from Chris Hackett (CA) to Everyone:

  OK Everyone - We're wrapping up for this month and finishing up any last questions. Thank you for participating today and please join us back here in September!

08/13/2015    07:45:00 AM    from Vishnu to Everyone:

  How to change an existing Service Provider tenant and replace it with a new one in CA SDM 12.5?

08/13/2015    07:45:13 AM    from Avneesh Bhatnagar (CA) to Everyone:

  @Derek no there is no planned date yet for the next CA SM release. We will keep you posted as it get's planned. However we do expect a minor refresh by the end the current CY, which is subject to change as on date.

08/13/2015    07:45:54 AM    from Rajeev Kumar (CA) to Everyone:

  @Vishnu - If you are interested in CA SDM roadmap presentation, please reach out to the respective CA Account/Sales person or send a note to me (rajeev.kumar@ca.com). We will be happy to conduct a roadmap session with you.

08/13/2015    07:46:37 AM    from Chris Hackett (CA) to Everyone:

  Thanks again everyone!

08/13/2015    07:46:55 AM    from Vishnu to Everyone:

  How to sort the values in a custom dropdown field on the detail_in(incident detail form)? The custom mod file doesn't help to sort on detail form

08/13/2015    07:47:13 AM    from Naveen Desham to Everyone:

  @Vishnu, I would suggest you post this query in SM communities about service provider tenant replacement.

08/13/2015    07:48:31 AM    from Derek Cavour to Everyone:

  Thank you!

08/13/2015    07:48:32 AM    from Naveen Desham to Everyone:

  @Vishnu - Also, about the custom drop down field

08/13/2015    07:48:38 AM    from Vishnu to Everyone:

  okay

08/13/2015    07:48:40 AM    from Vishnu to Everyone:

  Thanks!!

08/13/2015    07:48:51 AM    from Rajeev Kumar (CA) to Everyone:

  Thanks everyone. Have a great day !

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