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

Document created by David-Ng Employee on Dec 7, 2017
Version 1Show Document
  • View in full screen mode

Hello!  Welcome to December!

 

The following documents were published during the month of November, 2017 (15 most popular by hit count):

 

Tech Doc #

Doc Name

TEC1562958

Impact and Urgency fields on Service Desk tickets

TEC1763762

Toggling "Browse Catalog Services" link in Employee Interface

TEC1053875

How to obtain role information (example: who are all the Administrator users in Xtraction) for Xtraction users?

TEC1858024

After upgrade from CA SDM 12.6, a duplicate KPI entry for webConcurrentLicenseCt exists

TEC1337385

How to receive notification when a service type for an incident is delayed

TEC1452228

Is there any restriction in the number of SOAP Web Services Error Type templates?

TEC1565123

Attribute "chg.sched_start_date" comes blank for email message when using the Message Template: "Default message template for Task Notification"

TEC1983503

Constraint with groups

TEC1728071

Is it possible to change the the landing home page in USS from the dashboard to the browsing catalog ?

TEC1523546

Error message during test connection in Jasper sdm Data Source (for connection to Service Desk): [DataDirect][OpenAccess SDK JDBC Driver][OpenAccess SDK SQL Engine]Cannot open file '..\oa_tables.csv'. Error Code 0.[10202]

TEC1449411

Unable to login to xFlow / SDM Classic interface with any user. A timeout error occurs.

TEC1675155

How to grant the ability to "New Incident" and "New Incident based on this document"  options for a specific role in Service Desk Manager?

TEC1047458

Error accessing login page with 'Sponsor not found' message

TEC1427828

The installer for Service Management won't run, nothing appears to happen

 

 

The following documents were the most frequently accessed entries during the month of November, 2017 (top 15 by hit count):

 

Tech Doc #

Doc Name

Hit Count

TEC1680644

Getting the error "Web Intelligence Applet cannot be loaded, please make sure you have installed a Java virtual machine." when launching WebI using CA Business Intelligence 4.x

1024

TEC1541094

Tomcat error "Address already in use: JVM_Bind"

792

TEC1554771

415: Unsupported Media Type returned when making a POST call with REST

776

TEC1504286

The application experienced an internal error loading the SSL libraries

560

TEC1898353

How to change the universe that a WebI report uses

485

TEC1399639

Windows could not start the Apache Tomcat 8 on Local Computer. Error code 1

423

TEC1050901

Error "java.net.BindException: Address already in use: JVM_Bind" In Tomcat Logs When Starting Service Desk Services

321

TEC526592

Email notifications not being sent out with error "501 5.1.7 Invalid address"

302

TEC1327347

Account information not recognized: Could not reach CMS. The CMS on machine "***" was stopped due to critical error.(FWM 20031)

270

TEC586523

How can I check the Business Object (BO XI) version and service pack level of the CA Business Intelligence (CABI)?

266

TEC1057875

Destination disabled. []: [CrystalEnterprise.DiskUnmanaged]...(FWB 00031)

265

TEC1584216

How to install/configure IIS 8.5, CGI and Metabase Components for Windows 2012

265

TEC1319097

How Enable/Disable the Design button in Web Intelligence Launch Pad

244

TEC566608

With long-running reports, users often experience timeout issues in InfoView. The tips shown below should assist in alleviating your timeout problems.

204

TEC477003

Web Services Best Practices for CA Service Desk Manager (CA SDM)

180

 

  

Tech Doc of The Month:

 

Tech Doc IDTEC1847196

Title:  Possible Event Types in Service Desk Event Logs

 

Scenario:  Examining a CA Service Desk Manager (CA SDM) call request, incident, problem, or change order ticket, as well as Contact listings, one will notice that there is a Logs tab and an Event Log attached.  This is not the same thing as the Activity Log and is also not a reference to the Service Type Events.  Rather, it contains a log of events that an end user may be involved in, from creating a ticket or even logging into the application.

 

This document discusses the various events that may be logged in the above objects, and if they may be edited/modified in any way.

Attachments

    Outcomes