Miss the July Service Management Office Hours - Online Chat? Check out what you missed below and be sure to join us in August for the next session!
from Chris Hackett (CA) to Everyone:
Welcome if you have any questions please ask them now!
from Roger Morse (CA) to Everyone:
Hi, Everyone, we hope you are having a good Summer!
from David Vaughn to Everyone:
Good morning.
from Roger Morse (CA) to Everyone:
It might seem early, but CA WORLD is only 4 Months away! Community members get a discount. Go to caworld.com for more information.
from Roger Morse (CA) to Everyone:
@David, hello, thanks for joining us today!
from David Vaughn to Everyone:
My question revolves around FireFox support. Your certification matrix indicates you support Mozilla FireFox 3, 4, 5, 6, 7. But, when I go to the FireFox website they are up to version 39. How do the releases you indicate you support relate to the versions listed on the FireFox website???
from Roger Morse (CA) to Everyone:
@David, can you tell us which Support Matrix you are looking at? What version of SDM?
from David Vaughn to Everyone:
My client is running SDM 12.6 and I am looking at the CA Service Desk Manager
Unicenter Service Desk
Unicenter Service Desk Knowledge Tools
Certification Matrix on support.ca.com
from David Vaughn to Everyone:
and for SDM 12.9 the same matrix indicates support for FireFox ESR 17 and ESR 24.
from David Vaughn to Everyone:
It is my understanding that the ESRs match up with the FireFox versions and this would indicate that only FireFox versions 17 and 24 are supported for SDM 12.9, but FireFox has versions up to version 39
from Roger Morse (CA) to Everyone:
@David, browser vendors are updating way faster than we can maintain documentation. To address this, we have a general statement in the matrix about browser support.
from Roger Morse (CA) to Everyone:
Our general point-of-view is that we support a set of browsers and we will make those browsers work. Unless there is a significant change in the browser underlying technology, you should expect it to function.
from David Vaughn to Everyone:
Thank you.
from Roger Morse (CA) to Everyone:
One example is Chrome removing support for Java, which we do not control. But we put out a TechDoc for that.
from Roger Morse (CA) to Everyone:
http://www.ca.com/us/support/ca-support-online/product-content/knowledgebase-articles/tec1874892.aspx
from Walter Kirszbreaun to Everyone:
I have a question about BSI 8.3. When using IE 11, report drill down does not work. Has anyone encountered this, is there a solution?
from sharath to Everyone:
Question is Around USS/Open Space: We have hard time to search the request number or order number. It would be good if we have a search for request number too
from Roger Morse (CA) to Everyone:
@Sharath, can you tell us what version you are using? Is it Open Space 3.x, or is it Unified Self-Service in 14.x?
from sharath to Everyone:
Its USS R14.1 SP1
from sharath to Everyone:
@Roger, its configured with both Servicedesk and Catalog
from John Sorensen to Everyone:
@sharath: Do you want to be able to search for both the service request number (in Service Catalog) as well as the potential incident/request (in SDM) from within the USS/Open Space UI, i.e. the self-service user should merely be able to see her personal tickets through this search?
from sharath to Everyone:
@John, we dont provide SDM or Catalog interface to End users so its only USS. So it will be a great feature if we have the search option for both service request number and incident/request number. And I will be wonder if we already have it
from John Sorensen to Everyone:
@sharath: I understand that, but these ticket numbers are still visible in USS when the end-user looks at the details of the requests
from Avneesh Bhatnagar (CA) to Everyone:
@Sharath USS allows search for the requests and issues reported through the USS interface which essentially is the request id from catalog and that should be good enough for the business user. However if the business user is asked for the SDM ticket number they can get to that from the request details.
from sharath to Everyone:
@Avneesh, I majorly looking out for request ID search. In today's USS we dont have a search option where I can put a request ID and search for it
from Rajeev Kumar (CA) to Everyone:
@Sharat - We, deliberately, did not add 'search for requests' in USS as it's for Business Users. The request list can be viewed by the user though. This was primarily for 'keeping it simple', plus we found that Business Users don't have 10s of tickets in their list at a given point of time.
from John Sorensen to Everyone:
@sharath: Please open an idea in the communities on this one
from sharath to Everyone:
@john .. Thanks I have raised a idea about it. And for the users its only USS will be the interface so just 10 is not the ideal case for our client.
from Walter Kirszbreaun to Everyone:
I have a question about BSI 8.3. When using IE 11, report drill down does not work. Has anyone encountered this, is there a solution?
from Roger Morse (CA) to Everyone:
@Walter, thanks for the question. We do not have anyone from CA on today's call with BSI knowledge. Please open a ticket with CA Support so you can get your problem addressed.
from John Sorensen to Everyone:
@Walter Kirszbreaun: IE 11 support will be coming with the 8.3.5 release that is supposed to be announced soon (sorry, but I don't have any details about exactly when)
from Morten Nielsen to Everyone:
I like to know if Stored Queries can get more options in one Query like if you want Type: Change orders And Request in one. right now its locked down to one Type.
from Roger Morse (CA) to Everyone:
@Mike, thanks for the question. This is an Idea in the Service Management Community. This is something we are looking and we know it is something many customers have asked about. It is not an easy problem for us to solve, but it is something we are looking at.
from Roger Morse (CA) to Everyone:
@Mike, see this link https://communities.ca.com/ideas/103003312 which I think is very similar to what you are asking about. Feel free to add your commentary. Thanks!
from Chris Hackett (CA) to Everyone:
If anyone has any more questions please feel free to ask now!
from Holly VonBargen to Everyone:
Are others making use of Property fields in thier environments? If so, are there issues with the fact that the fields/values are lost if the request area is changed after the ticket is created? Has anyone come up with a work-around?
from Holly VonBargen to Everyone:
My question is in reference to SDM 12.9 environment.
from Celso to Everyone:
@Holly, one way is to make the request area ready only after the request is saved.
from Celso to Everyone:
@Holly that should be "read-only"
from Roger Morse (CA) to Everyone:
@Celso, thanks for the suggestion to Holly!
from Chris Hackett (CA) to Everyone:
Thank you everyone for joining today! Please visit us at the communities. Have a great summer!
from Roger Morse (CA) to Everyone:
@Everyone, thanks for joining us today. Some really good questions and interactions. Have a good Summer and we will chat with you again in AUGUST!