Knowledge Doc Report:  January, 2018 (Monthly and Quarterly)  CA Service Desk Manager

Document created by David-Ng Employee on Jan 4, 2018
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Hello!  Welcome to January, and the beginning of a new quarter!

 

The following documents were published during the month of December, 2017 (15 most recent):

Tech Doc #

Doc Name

TEC1104166

How to send a notification to the WF task assignee?

TEC1206045

WDEPLOY error when attempting to upgrade CA Business Intelligence (CABI) 4.x Tomcat web server

TEC1931652

Duplicate rows in Data Sources in Unified Self-Service

TEC1954362

How to display in Support Automation the local language of the end user?

TEC1621775

The "attached_sla" table on the Service Desk MDB is not updating with tickets which have SLA's associated.

TEC1832374

Stored query for Category in change Orders and Incident/Request/Problem

TEC1462045

How to add the Incident/Request/Problem Properties inside a Message Template

TEC1063384

Reindexing resulting in a critical error reported

TEC1504149

Running the Applyptf tool on a Windows system with Norwegian localization fails with a message that it cannot connect to the registry.

TEC1725703

New "/switchview" Xflow command not working when Xflow installed in a Secondary server

TEC1988357

How can I find out where certain data is stored in the database?

TEC1008719

Service Desk Reports Tab displays a blank screen with no error when connecting via IIS.

TEC1942597

Support Automation: Unable to fetch URL

TEC1036686

After installing xFlow, using Apache, the page will not load

TEC1133973

How to use Secret Key Authentication with REST API?

 

 

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

Tech Doc #

Doc Name

Hit Count

TEC1541094

Tomcat error "Address already in use: JVM_Bind"

1295

TEC1554771

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

888

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

820

TEC1399639

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

503

TEC1050901

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

471

TEC1504286

The application experienced an internal error loading the SSL libraries

448

TEC1898353

How to change the universe that a WebI report uses

382

TEC526592

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

251

TEC1133973

How to use Secret Key Authentication with REST API?

235

TEC1057875

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

228

TEC1319097

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

220

TEC1327347

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

213

TEC566608

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

200

TEC1584216

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

198

TEC1966599

After upgrading Oracle to 12c, the database is experiencing high CPU load and Service Desk Manager is experiencing Delayed Server Responses due to slow Oracle DB.

177

 

 

The following documents were published during the most recent quarter, FY 2018 Q3, October – December 2017  (15 most popular by hit count):

Tech Doc #

Doc Name

TEC1966599

After upgrading Oracle to 12c, the database is experiencing high CPU load and Service Desk Manager is experiencing Delayed Server Responses due to slow Oracle DB.

TEC1133973

How to use Secret Key Authentication with REST API?

TEC1816438

CA Service Desk Manager (CA SDM) 17.0 install fails when connecting to SQL Server database with error "Existing connection was forcibly closed by the remote host".  Client unable to establish connection."

TEC567016

How to un-install and re-install CA Service Desk Manager (SDM) ODBC services

TEC1745967

Error (15) Failed to find the CA certificate

TEC1774753

How Can I Migrate Customized Web Forms in CA Service Desk Manager?

TEC1193678

Jasper Studio License Expired

TEC1187737

Presence of pdm_hw_nxd("Heat Weather") daemon even when xFlow is not installed

TEC1334143

How to disable NTLM or EEM authentication options in CA Unified Self Service without using the USS Control Panel

TEC1287591

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

TEC1470929

Java error while launching Support Automation analyst console in Firefox

TEC1903629

Configure Service Desk Manager to use FQDN or Alias

TEC1874892

Launching the analyst interface of Support Automation from a Chrome browser provides a prompt to install Java even though Java is installed.

TEC1135304

When the "Projected Violation Time" attribute is shown in ticket list page?

TEC1749041

Configure SSL and FQDN for Service Desk

 

The following documents were the most frequently accessed entries during the most recent quarter, FY 2018 Q3, October – December 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

2862

TEC1541094

Tomcat error "Address already in use: JVM_Bind"

2522

TEC1554771

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

2100

TEC1504286

The application experienced an internal error loading the SSL libraries

1526

TEC1898353

How to change the universe that a WebI report uses

1336

TEC1050901

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

1209

TEC1399639

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

1150

TEC526592

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

793

TEC1057875

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

784

TEC1327347

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

750

TEC1319097

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

714

TEC586523

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

676

TEC1584216

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

636

TEC566608

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

612

TEC1966599

After upgrading Oracle to 12c, the database is experiencing high CPU load and Service Desk Manager is experiencing Delayed Server Responses due to slow Oracle DB.

523

 

 

Tech Doc of The Month:

Tech Doc IDTEC1529944

Title:  17.0 AA, trying to install xFlow on a brand new server into this 17.0 AA, getting error: current release version is not compatible with xFlow analyst interface

 

Scenario:  In a Service Desk Manager 17.0 Advanced Availability setup, attempting to install xFlow Analyst Interface on a brand new server gives an error "The current CA Service Desk Manager release version is not compatible with xFlow analyst interface. Select CA Service Desk Manager for installation"

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