Miss this Office Hours session for CA Catalog and SDM? Check out the chat text below and be sure to join us November 20th for the next Office Hours!
Michelle Maillard to Everyone: We have two production databases of SDM and would like to have one SQL server with mulitple SQL instances on same server. Is this advisable?
Paul Coccimiglio (CA) to Everyone: @Michelle - can you explain the usage of the "two production databases of SDM"? Also, what version of SQL are you running and what are the hardware specs of the SQL server (RAM, CPU)?
Michelle Maillard to Everyone: @Paul - We are running an IT SDM and a CRM SDM. Both are on SQL 2008 r2. We are in the process of refreshing hardware and upgrading both to 12.9 so will then move to SQL 2012. I want to build out a new server that can handle this.
Paul Coccimiglio (CA) to Everyone: @Michelle - as you are probably already aware, when running multiple SQL instances on the same SQL server, you need to ensure that SQL has enough resources and it is configured correctly. Technically speaking, you can have different MDBs on the same SQL server AS LONG AS they are within their own seperate instance
Derek Cavour to Everyone: @Paul, is there a Service Catalog equivalent of the 'pdm_configure' command to update the MDB?
Michelle Maillard to Everyone: @Paul. Great that's what I thought but wanted to verify.
Jeff Welch to Everyone: For SDM r12.9, we are looking at the integration with OpenSpace. What are the reports available for when a customer is able to resoolve their issue without opening a ticket or selecting a Knowledge document from SDM? We need to know how many calls were avoided and also to feed into our First Contact Resolution metrics.
Roger Morse (CA) to Everyone: @Jeff... there is a lot of what you are asking for through SDM Knowledge Management. Open Space itself does not have a "report" for "resolving without opening a ticket". If the end-user is reading a KM knowledge document and they use the features of the knowledge document, those results are recorded and can be shown in the Knowledge Report Card.
Jeff Welch to Everyone: @Rajeev. Thanks. What reports are available for OpenSpace? Is there a data dictionary for which tables and fields are used in the MDB?
Roger Morse (CA) to Everyone: @Jeff... Open Space does not use the MDB, it has its own database. There are no CA Business Intelligence reports for Open Space.
Jeff Welch to Everyone: @Jon. @Roger Thanks for the ldap and OpenSpace info. I'll add Ideas for product enhancements in Communities.
Roger Morse (CA) to Everyone: @Jeff... there is the ability for people to click a "thumb-up" or "thumbs-down" in Open Space Community conversations, which is a feedback mechanism.
Jeff Welch to Everyone: @Roger. Thanks - we will need to be able to capture OpenSpace responses that we can link to MDB data for FCR.; otherwise it ends up being another help desk portal without integrated metrics. We will probably remain with using Knowledge Managment and the employee interface for now.
Roger Morse (CA) to Everyone: @Jeff, thanks for the insight, very helpful. We are always looking for ways to improve the usability of the solution.
Jennifer Penn to Everyone: SDM 12.6: what is the best way to refresh a dev environment with production data? Are there any documented steps or is it as simple as copying the MDB database from one environment to the next?
Paul Coccimiglio (CA) to Everyone: @Jennifer - assuiming that the SDM versions are at the same version and patch level, then you can simply do a MDB backup and restore and run pdm_configure on the DEV SDM Primary server
Naveen Desham to Everyone: @Jennifer, to add to what Paul had mentioned, after restoring MDB to new server, run the query sp_change_users_login 'AUTO_FIX','ServiceDesk' and then run pdm_configure
Jennifer Penn to Everyone: @Neveen where would I find this query sp_change_users_login 'AUTO_FIX','ServiceDesk?
Naveen Desham to Everyone: @Jennifer, you may execute this query on SQL "sp_change_users_login 'AUTO_FIX','ServiceDesk'"
Naveen Desham to Everyone: remove " "
Jennifer Penn to Everyone: @Naveen What does the sp_change_users_login 'AUTO_FIX', do? is there any documentation on this?
Ram (ADP) to Everyone: that will fix orphan users
Naveen Desham to Everyone: @Jeniffer, you may refer the tech document TEC578669, part 2 step 5
Derek Cavour to Everyone: Can SOAP calls be made directly from the script attached to a Service Catalog v12.8 form? If so, where can I find an example for the correct syntax?
Rajeev Kumar (CA) to Everyone: @Derek - CA Service Catalog supports standard Javascript along with the forms. So long as a SOAP request/response can be handled through the JS, it's possible. Another mechanism to achieve the same is through Plug-ins.
Derek Cavour to Everyone: Which PC development tools should be used to test how a Service Catalog form will appear when using the mobile CA Service Management application?
Iain Lambert to Everyone: @Derek The Service Catalog equivalent for 12.8 or higher is the Setup Utility - which is a web-based utility you can call. http://hostname:port/usm/config
Rajeev Kumar (CA) to Everyone: @Derek - To verify a mobile-friendly form, we recommend that Administrators build the form and offering in a DEV environment and test that out by hooking a mobile phone running CA Service Management mobile app to that instance of Service Catalog.
Derek Cavour to Everyone: Has an EOL date been set for Service Catalog 12.8 and PAM 4.1? Where is this information published?
Rajeev Kumar (CA) to Everyone: @Derek - We have not yet published an EoS or EoL date for CA Service Catalog 12.8
Derek Cavour to Everyone: Thank you, @Rajeev
Jennifer Penn to Everyone: Do other CASD users typically have different SLA violations defined in service desk for incidents and request?
Paul Coccimiglio (CA) to Everyone: @Jennifer - CA SDM clients use SLA violations in different ways to meet business requirements. They range from simple SLAs to more complex SLAs configurations. Depending on how Incidents and Requests are being used, they definitely could be a need to have different SLAs associated to them.
Ram (ADP) to Everyone: I tried SLA based on enduser time zone and i dont see SLA timing based on end user timezone. MDB data shows dates are in Esatern same as SD server date and time
Naveen Desham to Everyone: @Ram, does the enduser has any workshifts defined?
Ram (ADP) to Everyone: @Naveen , no
Ram (ADP) to Everyone: @Naveen but Servicetype events has its own workshift
Naveen Desham to Everyone: @Ram, you may check if the SLAs are considering these workshifts
Ram (ADP) to Everyone: @Naveen, its category based Servicetype. and Servicetype config hasd "based on end user timezone" (flag checked)
Jennifer Penn to Everyone: CASD 12.6 integrated with BOXI 3.1: Is is ok to install SP5 without also installing SP6 for our BOXI Server?
Paul Coccimiglio (CA) to Everyone: @Jennifer - what version of CABI are you currently running? You can check via the CMC under MANAGE->SETTINGS
Jennifer Penn to Everyone: @Paul cabi version is 3.1 with sp5
Paul Coccimiglio (CA) to Everyone: @Jennifer - that version of CABI will work with CA SDM 12.6, 12.7, and 12.9. However, the latest release is SP7 which includes many performance fixes and new features. TEC611630 has steps to apply SP7 to an existing CABI install
Jennifer Penn to Everyone: @Paul: Should we then install sp7 instead, or will we need to install sp5, and 6 before we can install 7?
Paul Coccimiglio (CA) to Everyone: @Jennifer - you can apply SP7 on top of SP5. Verify the Product Version via the CMC under MANAGE-SETTINGS-PRODUCT VERSION. It will be 12.x.x.x. The second # will tell you the SP level.
Jennifer Penn to Everyone: @Paul: ok thanks. That helps us know what to do in our dev instance. however our prod instance is cabi 3.1 without sp5 (not sure which sp we are on). is sp5 a pre-requisite to sp7?
Paul Coccimiglio (CA) to Everyone: @Jennifer - SP7 can be applied to any CABI install with CABI version 12.5.0.xxxx or above - so yes, SP5 is a pre-req
Jeff Welch to Everyone: SDM r12.9-Can I exclude mutiple attributes using pdm_ldap_sync? For example -c "userid != 'z_'" OR "location != 'Downtown'"
Jon Israel (CA) to Everyone: @Jeff - with ldap_sync I dont believe you can use an "OR" statement - as of now you can only use a single mapped object.
Lumir Botur to Everyone: Hi, we would like to try new configuration for SDM
- Only one primary server (4x 3GB CPU, 18GB RAM, Win Server 2012, SQL 2012)
- SDM 12.9 + Cum patch
- CABI 3.3 + SP1
- about 200 users logged at one time
it is possible to use only one instance of Tomcat? Can you see any a problem in this configuration?
Paul Coccimiglio (CA) to Everyone: @Lumir - CABI and CA SDM must use their own Tomcat instance. We highly recommend that CABI and CA SDM ARE NOT installed on the same server. I would highly discourage from implementing the architecture that you have proposed. You might want to engage with CA Services for a proper architecture assessment