For those who may have missed today's great chat I've posted the chat text below. Be sure to join us to the next SM Office Hours in May!
04/09/2015 07:03:35 AM from Chris Hackett (CA) to Everyone:
Hi All - We're ready for questions!
04/09/2015 07:04:56 AM from Dana to Everyone:
Is there sound?
04/09/2015 07:05:11 AM from Roger Morse (CA) to Everyone:
@Dana, this is a chat session only, there is no audio
04/09/2015 07:05:19 AM from Dana to Everyone:
okay thank you
04/09/2015 07:05:32 AM from Holly VonBargen to Everyone:
I am interested in knowing what methods/technologies are being used to create an offline reporting instance of mdb. We looked at SQL Merge Replication but ran into issues with db blocking.
04/09/2015 07:05:35 AM from sebastian palamut to Everyone:
is 743 462 401 accesible from outside US ?
04/09/2015 07:06:03 AM from Celso to Everyone:
Is there documentation stating what "customizations" are supported?
04/09/2015 07:08:15 AM from Jon Israel (CA) to Everyone:
@Sebastian - this meeting is chat only - there is no phone conference.
04/09/2015 07:08:27 AM from sebastian palamut to Everyone:
ok ...
04/09/2015 07:08:29 AM from Andrea Holmes to Everyone:
Is there any consideration in the future of moving to transactional replication of the database rather than merge replication?
04/09/2015 07:08:39 AM from Doug Faber to Everyone:
@Holly - we use Xtraction for SDM and ITAM reporting
04/09/2015 07:09:00 AM from Andrea Holmes to Everyone:
Doug, we were told that is not support...?
04/09/2015 07:09:02 AM from Paul Coccimiglio (CA) to Everyone:
@Holly - as of right now, MERGE replication is the only supported/certified replication method. When setting up the MERGE replication, are you referencing the updated TECDOC - TEC617157?
04/09/2015 07:09:39 AM from Holly VonBargen to Everyone:
@Doug - We are a BI shop for reporting.
04/09/2015 07:09:58 AM from Paul Coccimiglio (CA) to Everyone:
@Holly - funny you should ask about Transactional Replication. We are currently working on validating SQL Transactional replication. We are hopeful to have a solution in the first half of the calendar year
04/09/2015 07:10:00 AM from Holly VonBargen to Everyone:
@Paul - Dont recall the specific techdoc - but we did follow the CA documentation provided.
04/09/2015 07:10:20 AM from Andrea Holmes to Everyone:
@Paul, would that be for 14.1? Please say yes
04/09/2015 07:10:54 AM from Holly VonBargen to Everyone:
@Paul - please say it would be for 12.9 since that's what I just rolled out. I dont have the energey for another upgrade yet.
04/09/2015 07:10:55 AM from Paul Coccimiglio (CA) to Everyone:
@Holly - please ensure that the TECDOC referenced is being followed as it been updated to address some known issues
04/09/2015 07:11:18 AM from Roger Morse (CA) to Everyone:
@Celso, anything you can modify or adapt through the GUI or command-line is "supported" by CA Support. But anything that involves "scripting" or "coding" is not supported. Also, if you contract with CA Services or a Partner to do something specific for your environment, CA Support cannot help with that, you will need to work with whoever provided the "customization".
04/09/2015 07:11:30 AM from Holly VonBargen to Everyone:
@Paul - thank you. I will investigate it again.
04/09/2015 07:12:24 AM from Paul Coccimiglio (CA) to Everyone:
@Andrea and @Holly - yes, this will be for both CA SDM 12.9 and CA SDM 14.1
04/09/2015 07:12:24 AM from Celso to Everyone:
@ Roger Thank you, that's what I thought, but I've been "away" for a couple of years. I wanted to be sure thayt hasn't changed.
04/09/2015 07:12:42 AM from Holly VonBargen to Everyone:
I am also interested in know what tools have been used to Load Test the SDM application.
04/09/2015 07:12:49 AM from Andrea Holmes to Everyone:
@Paul THANK YOU
04/09/2015 07:13:09 AM from Roger Morse (CA) to Everyone:
@Everyone, there is a poll available we would like you to respond to. Please respond to the poll so we have some insight into your plans for upgrading to CA Service Management 14.1. Thank you.
04/09/2015 07:15:13 AM from Chris Hackett (CA) to Everyone:
Ready for more questions folks!
04/09/2015 07:15:41 AM from Celso to Everyone:
Any thoughts on making the screen changes upgradable?
04/09/2015 07:16:16 AM from Chris Seymour to Everyone:
I'm looking to implement a resilient CA SDM for 120 concurrent analyst/resolvers. How many servers/vms do I need to have and how many 9's can I agree to in my SLA?
04/09/2015 07:16:28 AM from Nadia to Everyone:
Hi everyone, my question is about ItPAM, are there a way to delete instances in ItPAM?
04/09/2015 07:17:27 AM from Andrea Holmes to Everyone:
You made my day already, but I'll throw another one at you. Do you know off hand if CA SDM's export to excel function and standard outbound email compatible with Office 365?
04/09/2015 07:17:39 AM from Andrea Holmes to Everyone:
Sorry, 12.9
04/09/2015 07:18:04 AM from Amy to Everyone:
Previous to 12.9 when updating CI's via the GRLOADER you could leave out the class identifier and it would update the CI. After the 12.9 class was a required field to have identifier. Is there a way to change that so updates don't require class? (Especially loading via a CSV.
04/09/2015 07:18:15 AM from Paul Coccimiglio (CA) to Everyone:
@Holly - we have used LoadRunner in the past to load test CA SDM
04/09/2015 07:18:22 AM from Sandra Antunes (CA) to Everyone:
@Nadia Yes, it is. I believe you mean the completed ones, rigjht?
04/09/2015 07:19:10 AM from Holly VonBargen to Everyone:
@Paul - We have LoadRunner in house as an option. Does CA Support offer any assistance in using it for SDM though?
04/09/2015 07:19:49 AM from Jon Israel (CA) to Everyone:
@Chris Seymour - For something like this you would really need to reach out to your CA account representative to have them get you in touch with an Architect from CA Services who can look at your business needs and requirements and provide you with the proper answers.
04/09/2015 07:20:25 AM from Chris Seymour to Everyone:
Ok ta
04/09/2015 07:21:13 AM from JeroenC to Everyone:
Can I ask a small question about the GO resources in USD 12.7?
We've noticed when we look up a change order using the go resources, the change will pop up once. If the change is already open in the background, the window doesn't come to the front. But when we search for a CI (nr tabel), the details are opened every time we hit the search button.
Why are changes only opening once and CI opening over and over again?
04/09/2015 07:21:24 AM from Nadia to Everyone:
@Sandra No, I mean one by one. I need to keep a year instances just for one process.
04/09/2015 07:21:40 AM from Rajeev Kumar (CA) to Everyone:
@Celso - Migration of screen customizations is one of the items that we have been giving serious consideration to. We do plan to include automation and prescrpition on customization migration in future releases.
04/09/2015 07:21:54 AM from sebnem to Everyone:
Hello, I want to ask question about CA Servicedesk. How can I insert ldap group to Servicedesk
04/09/2015 07:22:51 AM from Sandra Antunes (CA) to Everyone:
@Nadia. PAM has an automatic mechanism for archiving/purging. I suggest you to open a case to confirm that, though, but I can't recall another way to have that done.
04/09/2015 07:23:38 AM from Jon Israel (CA) to Everyone:
@Andrea - for the Office 365 Question, please open up a CA Support Case and one of our engineers will look into that for you to give you a proper answer.
04/09/2015 07:23:59 AM from Nadia to Everyone:
@Sandra Thanks!
04/09/2015 07:24:29 AM from Paul Coccimiglio (CA) to Everyone:
@Holly - unfortunately, CA Support is able to assist with the setup of LoadRunner (or another other performance tool) with CA SDM
04/09/2015 07:25:00 AM from Paul Coccimiglio (CA) to Everyone:
@Holly - forgot the word NOT
04/09/2015 07:25:01 AM from Celso to Everyone:
@ Rajeev thank you. Note: some other solutions offer this today. I don't want this to fall behind!
04/09/2015 07:25:28 AM from Holly VonBargen to Everyone:
@Paul - That's ok - i figured - but had to ask
04/09/2015 07:25:40 AM from Nadia to Everyone:
I have another questions, How many bussiness have SDM 14.1? How many of that bussiness are in Mexico?
04/09/2015 07:25:47 AM from Rajeev Kumar (CA) to Everyone:
@Celso - Thanks for the feedback. Appreciate it.
04/09/2015 07:26:23 AM from Jon Israel (CA) to Everyone:
@Amy - your best bet on the GRLoader one is to open a case. The functionality is complex and would need to be investigated by an engineer to see what we can do on this one.
04/09/2015 07:26:38 AM from Amy to Everyone:
Thank-you
04/09/2015 07:27:07 AM from Roger Morse (CA) to Everyone:
@Nadia, CA Service Management 14.1 has been GA since November 2015, and it takes time for customers to plan and execute upgrades. We are tracking quite a few customers around the globe that are in pre-production planning, but I do not believe any of those are in Mexico at this time.
04/09/2015 07:27:48 AM from Cindy to Everyone:
Does anyone have Internet Explorer 11 installed? If so, what version of SDM are you running and did you encounter a problem with Attachments not downloading with their ending (such as .docx, .jpg, etc.)
04/09/2015 07:28:36 AM from JeroenC to Everyone:
@Cindy, we have IE11, using SDM 12.7.
04/09/2015 07:28:49 AM from JeroenC to Everyone:
no problems wit attachments
04/09/2015 07:28:49 AM from Roger Morse (CA) to Everyone:
@Everyone, there is a poll available we would like you to respond to. Please respond to the poll so we have some insight into your plans for upgrading to CA Service Management 14.1. Thank you.
04/09/2015 07:28:59 AM from Cindy to Everyone:
and no problems with attachments? Did you have to run compatibility mode then?
04/09/2015 07:29:00 AM from Nadia to Everyone:
@Roger thanks!
04/09/2015 07:29:21 AM from JeroenC to Everyone:
@Cindy, indeed IE is in compatibility mode
04/09/2015 07:29:31 AM from Holly VonBargen to Everyone:
How are most customers opening tickets in ServiceDesk from system monitoring tools? Are you using Web Services? (we aren't there yet and are still using ahd.dll - but are looking to plan to move away from that).
04/09/2015 07:29:36 AM from Jon Israel (CA) to Everyone:
@JeroenC - can this be reproduced across different browsers or is this specific to one web browser?
04/09/2015 07:29:40 AM from Cindy to Everyone:
@JeroenC Did your company have no concerns turning compatibility on just for downloading attachments?
04/09/2015 07:29:43 AM from John Logan (CA) to Everyone:
@Nadia - Regarding your PAM question...Archival policy can be set at the Orchestrator level which will apply to all process instances. By default, each process inherits this policy. If you right-click a process definition in the PAM Library and choose Properties, you can override the Orchestrator Archival Policy for specific Process definitions.
04/09/2015 07:30:19 AM from Paul Coccimiglio (CA) to Everyone:
@Cindy - depending on what version of CA SDM is being used, IE11 is supported/certified. For IE11 to be supported, the changes to the IE settings mentioned in the Certification Matrix need to be made
04/09/2015 07:30:29 AM from Eduardo Rodrigues to Everyone:
@Cindy, you can check if IE is blocking popus
04/09/2015 07:30:29 AM from Cindy to Everyone:
My company's standard is IE so we are not testing against any other browsers
04/09/2015 07:30:50 AM from Jon Israel (CA) to Everyone:
@Sebnem - You cannot import LDAP groups in bulk you have to manually create groups in Service Desk. You can post this as an idea on the communities if its something you would like to see in the product.
04/09/2015 07:30:52 AM from Cindy to Everyone:
@JeroenC - keep forgetting the @....my company has IE has a standard
04/09/2015 07:31:14 AM from sebastian palamut to Everyone:
is advance availability exist in R14.1
04/09/2015 07:31:31 AM from Cindy to Everyone:
@Eduardo Rodrigues what is popus? sure I will do that!
04/09/2015 07:31:47 AM from JeroenC to Everyone:
@Jon Israel. We've noticed it in Firefox, Chrome and Maxton. Not sure if the same is happening in IE
04/09/2015 07:32:01 AM from Nadia to Everyone:
@John Thanks a lot for your help!!!
04/09/2015 07:32:07 AM from Jon Israel (CA) to Everyone:
@Cindy - Yes we require comatability mode for IE11 to work properly.
04/09/2015 07:32:07 AM from Paul Coccimiglio (CA) to Everyone:
@Holly - even though the AHD.DLL integration with NSM is still valid, we are encouraging clients with the CA SDM -NSM integration to migrate to the AMS Web Services policy
04/09/2015 07:32:10 AM from Derek Cavour to Everyone:
@Nadia, PAM does have an automated method for for archiving/purging. If you override this in PAM you may break Service Catalog as if will look for PAM process information that PAM is no longer able to share. So be caare ful if you are going to manually do some cleanup. Also, the different versions of PAM handle this differently. PAM 4.2.2. handles the archiving better than previous versions.
04/09/2015 07:32:38 AM from Holly VonBargen to Everyone:
@Paul - Where can i find more on this recommendation?
04/09/2015 07:32:55 AM from Roger Morse (CA) to Everyone:
@Sebastian, SDM Advanced Availability is available in 12.9 and 14.1, and will be available in all future versions
04/09/2015 07:33:03 AM from sebastian palamut to Everyone:
is there a document with difrences R12.9 vs R14.1 ?
04/09/2015 07:33:41 AM from Derek Cavour to Everyone:
Is anyone having issues in IE11 with r14.1 where Service Catalog pages do not fully load?
04/09/2015 07:33:54 AM from Roger Morse (CA) to Everyone:
@Sebastian, please read the What's New page in the CA Service Management wiki on wiki.ca.com
04/09/2015 07:33:55 AM from sebastian palamut to Everyone:
is there any plan to develop any mobile aplication for Windows phone ? I see that exist for Android and IOS .. but nothing for Windows
04/09/2015 07:34:20 AM from Jon Israel (CA) to Everyone:
@Sebastian - the 12.9 docs are PDFs included with the app, but for 14.1 its all online so its updated in real-time on the public wiki site.
04/09/2015 07:34:52 AM from Nadia to Everyone:
@Derek thanks we have PAM 4.1 SP 1 and we want migrate to the new version.
04/09/2015 07:35:16 AM from Eduardo Rodrigues to Everyone:
@ Cindy, Sorry. Is pop up
04/09/2015 07:35:23 AM from Paul Coccimiglio (CA) to Everyone:
@Holly - Chapter #8 of the CA TECHNOLOGIES GREEN BOOKS CA Service Desk Manager Integrations Volume 3 should help you out
04/09/2015 07:35:42 AM from Roger Morse (CA) to Everyone:
@Sebastian, we are watching the market adoption of Windows Phone. Right now the market adoption is very low. We will continue to monitor and see what happens with this.
04/09/2015 07:36:16 AM from Rajeev Kumar (CA) to Everyone:
@Derek - The Service Catalog 14.1 issue on IE 11 - is that specific to a page or Widget, or you are experiencing the same behavior across all pages ?
04/09/2015 07:37:14 AM from Cindy to Everyone:
@JerpemC - We cannot turn compatibility on due to it impacting all our intranet based software - PC services team will not consider that as a resolution.
04/09/2015 07:37:39 AM from Derek Cavour to Everyone:
@Eduardo, the upgrade to PAM 4.2.2. HF01 has made our env much more stable and PAM does perform better. Howeve, the upgrade was very painful and took several days as the method used for archiving was changed. The upgrade literraly took days to complete.
04/09/2015 07:38:19 AM from Cindy to Everyone:
@Paul C. where do I find the certification matrix?
04/09/2015 07:39:06 AM from sebnem to Everyone:
@Jon I should run LDAP integration. But We want to import user from diffrent OU Is ıt possible?
04/09/2015 07:39:16 AM from Andrea Holmes to Everyone:
@Cindy, you should be able to turn it only for specific sites, ie your SDM site only
04/09/2015 07:39:19 AM from Paul Coccimiglio (CA) to Everyone:
@Cindy - what version of CA SDM do you have installed?
04/09/2015 07:39:40 AM from Cindy to Everyone:
@Eduardo: Popups are not being blocked - the attachment does download but because the ending is dropped, person cannot open the downloaded file unless they add the correct ending to the name and use the correct software (Word, Excel, etc.) to open the attachment
04/09/2015 07:39:50 AM from Nadia to Everyone:
@Derek :S I want to cry about the upgrade to PAM 4.2.2. Is SDM 12.7 compatible with PAM 4.2.2?
04/09/2015 07:39:50 AM from Jon Israel (CA) to Everyone:
@Sebnem - you can set the search base to different OUs, but we only allow one at a time in the options manager settings.
04/09/2015 07:40:09 AM from Cindy to Everyone:
@Paul C: 12.6
04/09/2015 07:40:18 AM from Roger Morse (CA) to Everyone:
@Everyone, there is going to be a CA WORLD in 2015. You can go to caworld.com and sign-up to get more information. No specific dates or location known at this time, but if I had to guess, it would be November 2015 in Las Vegas.
04/09/2015 07:41:25 AM from Cindy to Everyone:
@Andrea Holmes: We realize this but our network person has set up for a default such that it picks up our entire domain only - if we change this, we need to change our entire intranet structure and we have lots of internal applications.
04/09/2015 07:41:26 AM from Paul Coccimiglio (CA) to Everyone:
@Cindy - in case you are not aware, CA SDM will be end os support on Dec 31, 2015. Do you have any upgrade plans in place?
04/09/2015 07:42:05 AM from Cindy to Everyone:
@Paul C. I am aware - we are looking into other vendor service desk software (in all honesty)
04/09/2015 07:42:16 AM from Paul Coccimiglio (CA) to Everyone:
@Cindy - meant to say CA SDM 12.6 will be EOS on Dec 31, 2015
04/09/2015 07:43:31 AM from Cindy to Everyone:
@Paul C: lol...I read it that way anyhow!
04/09/2015 07:43:34 AM from Paul Coccimiglio (CA) to Everyone:
@Cindy - for IE11 compatibility, you need to be on a newer version of CA SDM OR use a different web browser that is supported/certified with CA SDM 12.6
04/09/2015 07:44:32 AM from Cindy to Everyone:
CA Support had told me that I need to upgrade to 14.1 - 12.7 and 12.9 are also not compatible with IE 11 (unless one turns compatilibity on)
04/09/2015 07:45:00 AM from Roger Morse (CA) to Everyone:
@Everyone, please be aware that there are a number of End-of-Service dates approaching. Software Asset Manager 12.7 on June 20, 2015. SDM 12.6 & 12.7 on December 31, 2015. Service Catalog 12.7 & 12.8 on December 31, 2015. Asset Portfolio Management 12.6 on December 31, 2015.
04/09/2015 07:45:03 AM from sebnem to Everyone:
@Joe so, ıd I can write the diffrent OU in search base, when diffrent users login SD which is belonging to diffrent OU. It will doesnt work . Am I right?
04/09/2015 07:45:47 AM from Eduardo Rodrigues to Everyone:
@Cindy, you tried use Firefox?
04/09/2015 07:45:50 AM from Cindy to Everyone:
@Roger M. Thank you for the EOS post
04/09/2015 07:46:22 AM from Cindy to Everyone:
@Eduardo - We have not because IE is our standard globally - we do not want to switch to Firefox for just one application
04/09/2015 07:46:28 AM from Paul Coccimiglio (CA) to Everyone:
@Cindy - CA SDM 12.9 does support IE 11, but the steps in the Certification Matrix needs to be followed (i.e. Compatibility and Documentation Mode)
04/09/2015 07:47:09 AM from Nadia to Everyone:
Are there a change in the LDAP´s configuration from SDM 12.7 to SDM 14.1?
04/09/2015 07:47:22 AM from Cindy to Everyone:
@Paul C. Thank you for telling me that - I need to take a look at the Certification Matrix
04/09/2015 07:48:36 AM from Roger Morse (CA) to Everyone:
@Everyone, we are looking at recruiting customers for an advisory board to validate our upcoming features and capabilities at a design stage. If you are interested in participating in such concept and design validation sessions, please send a note to avneesh.bhatnagar@ca.com.
04/09/2015 07:49:02 AM from Chris Hackett (CA) to Everyone:
OK All - We're finishing up the last few questions. Thank you all for participating! Please join us again in May.
04/09/2015 07:49:20 AM from Celso to Everyone:
Thanks Chris, great concept
04/09/2015 07:49:46 AM from Eduardo Rodrigues to Everyone:
Thanks Chris.
04/09/2015 07:49:52 AM from Andrea Holmes to Everyone:
Thanks Chris et all!
04/09/2015 07:50:20 AM from Paul Coccimiglio (CA) to Everyone:
@Nadia - there has not been any major LDAP Configuration changes between CA SDM 12.7 and 14.1
04/09/2015 07:50:35 AM from Roger Morse (CA) to Everyone:
@Everyone, thanks for joining us today! Great session and LOTS of really good questions and answers! Also really appreciate non-CA folks jumping in to help others.
04/09/2015 07:50:38 AM from Nadia to Everyone:
@Paul Thanks.
04/09/2015 07:51:00 AM from Nadia to Everyone:
Thanks for you time!! Great idea!!!
04/09/2015 07:51:29 AM from Roger Morse (CA) to Everyone:
Bye All! Have a great day!
04/09/2015 07:51:45 AM from Patrick to Everyone:
Will there be a feature in 14.1 that you can add url parameter to select a specific role you will be logged in with after clicking on a link?
04/09/2015 07:51:53 AM from Chris Hackett (CA) to Everyone:
Thanks again everyone!
04/09/2015 07:54:05 AM from Chris Hackett (CA) to Everyone:
@Patrick - Post your question to the community discussion so someone can respond there. Thanks!
04/09/2015 07:54:36 AM from Patrick to Everyone:
can you provide me a link?
04/09/2015 07:54:47 AM from Patrick to Everyone:
@chris can you provide me a link?
04/09/2015 07:55:04 AM from Chris Hackett (CA) to Everyone:
@Patrick -
04/09/2015 07:55:15 AM from Patrick to Everyone:
@chris thanks