What you may have missed in the CA Service Management Community! October 2017

Document created by Chris_Hackett Employee on Nov 14, 2017
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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.


Customer Feedback Survey

No one is more important than our customers. That is why we need your feedback on the CA Service Management solutions and our support of them.

We recently launched a Customer Feedback Survey for CA Service Management (includes CA Service Desk Manager). This few-minute survey enables us to gauge your satisfaction with the product and our support of it. Thank you to those of you who have already completed the survey. But we need to hear from more of you! 

Our CA Service Management product team, including Product Management, Product Marketing and Support, reads each and every survey submission to help make our solutions and support better.

So please take a few minutes and complete this survey by clicking on the Survey icon below.

Click Image to 
Complete Survey

Make sure to, click the "Finish" button at the bottom of the last page of the survey to submit your responses.

We're looking forward to hearing from you!





CA ITSM Community Webcast - Get Optimal Value from CA Service Management’s Change Management Capabilities – Dec 11th 11:00AM ET 


CA Service Management has extensive Change and Configuration Management capabilities, but are you getting all the value you can from them? Are you even using them? This session will look at additional value CA Service Management can bring to your organization in the area of Change and Configuration Management and how it can help increase your shop’s ITSM maturity. You will learn about best practices, tricks and processes that can make this traditionally complex area easier to pull value from. Topics covered will include discovery, federation, reconciliation, synchronization, rogue changes, service modeling, integrating with release automation tools and more.


Presented by John Weston, Sr. Principal Consultant, CA Technologies


RSVP and Add to Your Calendar HERE: CA ITSM Community Webcast - Get Optimal Value from CA Service Management’s Change Management Capabilities – Dec 11th 11:00AM ET 


CA ITSM Roadmap Session – December 19th 11:00AM ET 

We heard you ask for more information about where your CA product investment is going. Attending a Product Roadmap session is an opportunity for you to get a clear view of what’s coming down the road, including details on upcoming product functionality, features and architectural enhancements.


Presented by the CA ITSM Product Management Team


Register HERE: Product Roadmaps & Feedback Sessions - CA Technologies  


NOTE - Roadmap session registrations are open to Enterprise Users only





CA ITSM Community Webcast - Drive ITSM Maturity and Increase User Adoption with CA Service Catalog – October 31st 

Drive ITSM Maturity and Increase User Adoption with CA Service Catalog


CA Service Catalog is a free capability of CA Service Management, but are you getting all the value you can from it? Are you even using it? This session will look at the value CA Service Catalog can bring to your organization, how it can drive user adoption and satisfaction and increase your shop’s ITSM maturity. You will learn about such topics as how to use Service Catalog as the front-end for all kinds of request activities - both technical and non-technical, how it plays with Unified Self-service, how to leverage CA Process Automation to increase the catalog’s value, using CA Service Desk Manager and CA IT Asset Manager in conjunction with the catalog for fulfillment activities, and more.


Speaker: John Weston, Sr. Principal Consultant, CA Technologies


Replay: Replay - CA ITSM Community Webcast - Drive ITSM Maturity and Increase User Adoption with CA Service Catalog 

Presentation: Service Catalog Webinar 2017-10-31 





CA ITSM - Ask a Question, Get an Answer (November 10 - November 17) 

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!





CA Service Management

available worldwide

8am - 6pm

US Eastern Time

Additional Times May Apply



Tips and Tricks: Creating a custom schema with the Schema Designer 

Your Feedback is Needed on CA Service Management 

Full Listing of ITSM and ITAM Sessions at CA World 

Seven Steps to Continuous Service Improvement (and How to Integrate CSI into a Scrum Framework) 

CA Service Management 17.0 is now available 

Tips and Tricks: Testing RESTful Web Services 

CA Service Management 14.1 Cumulative Patch 4 Roll-up #1 ( is now available 

Service Desk Manager versions, patches and codenames 

CA SDM::. CUM4 / CP4 RO80229 for Conventional Configuration 

SPEL: Dynamic filling of related fields in edit mode 

Loading Tenants - tenant ca_tenant inquilino 

CA SDM Loading group members pdm_load 

Multiple CIs on Request / Incident / Problem (CR to NR lrel/brel) 

Knowledge Doc Report:  November, 2017 (Monthly)  CA Service Desk Manager 

Knowledge Doc Report:  November, 2017 (Monthly)  CA Service Catalog 

Knowledge Doc Report:  November, 2017 (Monthly)  CA IT Asset Manager 

CA Service Management "Meet the Experts" Community Webcast Series 

CA ITAM/SDM - SQL Query Select CORA tables 

CA Asset Portfolio Management 17.0 - Windows 2016 IIS requirements 

ITIL - Glossary of Terms, Definitions and Acronyms.xlsx 

CABI6::. How to create Data Source Using  TIBCO Jaspersoft Studio 

CABI6::. How a New Jasper Report Using  TIBCO Jaspersoft Studio 

How to Download the latest version of CA Software Asset Manager 

Knowledge Doc Report:  September, 2017 (Monthly)  CA Service Catalog 

Display Service Catalog Request Link on Associated Service Desk Request 

How to add a new field while we export the ticket (incident) list 

AHD04022:Login failed for userid (servicedesk); no active tenant found for session type (1) 

Getting Started with CA Software Asset Manager Sample Connectors 

*** Alert - Known Issue with Mobile Application connecting to SDM 17.0 *** 

Courtesy Reminder for PHP 5.6 Release End of Service for ITAM customers 

Pink Elephant & CA Team Up for a Service Catalog Webcast 

CA SDM integration with SOC solution!!! 

TIP: How to set up Change Calendar to span Daylight Savings Time changes, in Service Management 

GA for CA ITAM - Software Asset Manager 4.2.3 capabilities 

Business Value Dashboards in CA Boxi 

Chat Transcript - CA Service Management Office Hours: A Live Online Chat (October 2017) 

Tip: How to Archive and Purge a specific ticket, in Service Desk Manager. 

CA SAM Master Catalog 5.0.5 Available 

CA PAM Real Installation video using 16 minutes 

CA Process Automation 4.2 SP2 - Install Guide - Brazilian Portuguese Screenshots 





Total time spent in each status85WISH-LISTED

Ability to calculate ticket durations based on the analyst's workshift hours, as well as to omit durations the ticket was in a particular status20WISH-LISTED

Download attachment via webservice26DELIVERED

CA SDM::. Shortcut for Attach12NEW

"LIKE" option in atomic conditions10UNDER REVIEW

"Contains" option in atomic conditions2NEW

Add Copy Feature to Macros4UNDER REVIEW

Role parameter for web_url9UNDER REVIEW

Re-engineer Property functionality10UNDER REVIEW

Ability to right click and open in a new tab22UNDER REVIEW

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!





Community Manager, Agile Management and Security

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