CA Service Management

It is very important to know the ServiceDesk Version because Cumulative patches and Test-Patches are dependent on the version of ServiceDesk you are using. The first question that CA Support asks is "What is the ServiceDesk version you are using?". So there are 3 different ways to identify the ServiceDesk Version.

1) If you have access to the ServiceDesk Server, then open the "version" file located under /Service Desk Manager/pdmconf folder. Below are the Versions for different releases of ServiceDesk

ServiceDesk Release
Version
=================================
12.7

(asp-871 2012-07-12T09:48:31)
12.6

Version r12.6 (SDr12_6-160 2011-04-08T11:01:54)
12.5

Version r12.5 (anderson-603 2010-11-20T01:10:15)
12.1

(r12_1CP-196 2010-06-10T03:05:02 )
11.2

(t11US17 2006-05-12T03:35:36)

2) You can also open the GENLEVEL file located under the /Service Desk install folder to identify the versions. Below are the GENLEVELS and the respective ServiceDesk Versions

GENLEVEL
ServiceDesk Version
========================================
12712053G900
12.7
12611053G900
12.6
12510033G900
12.5
12109043G900
12.1
11208065R4
11.2 with Cumulative 4 Patches
1106033G900
11.2 GA
603G9030410
6.0 SP1
603G9030400
6.0 GA

3) If you don't have access to the ServiceDesk Server, then you can login to the ServiceDesk Web Interface -> Select Help Menu -> About. This will display the ServiceDesk Build version.

Version

Build Tag
==========================
r12.7

asp-871
r12.6

SDr12_6-160
r12.5

anderson-603
r12.1CP

r12_1CP-196
r12.1LOC
r12_1LOC-22
r12.1

r12_1-196
r12.0

main2920
r11.2L

t11LOC21
r11.2

t11US17
r11.1L

s11GA79
r11.1

s11GA63
r11.0

r11GA77
6.0 SP1

60MRG43
6.0 Fr

60LOC53
6.0 GA

GA6022
5.5 SP3

55SP321
5.5 SP2

55SP215
5.5 SP1

55SP115
5.5 GA

GA5506

Points to Note:
==============

1. The GENLEVEL, Version or Build Tag will not let us know the Current Patch Level. You will have to go through the Patch History File (<servername>.his) file located under /ServiceDesk install folder to know the exact patch level.

2. The Build Tag may vary depending on the Cumulative patches/Service Pack applied. The Build Tags mentioned above are for the ServiceDesk GA releases.

Great post, Nas. Thanks!

I've said it before, and I know I'll say it again - but the SDM Version number is without doubt the most needed and most left out basic piece of information that is related to SDM queries.

So anything which helps with this is appreciated. I like this post so much I've added it to the sticky thread Posting Suggestions.


* Most times we will need to know the[i] major release level of SDM (11.2, 12.5, 12.6, 12.7 etc) in order to just engage with the query at a basic level, as a lot can change between versions.

* Other times, we'll need to[i] go deeper, and for that, the[i] patches .HIS file is the thing to send in on a Support issue, every time.

Thanks, Kyle_R.

Thanks for the tip! :grin: